Booking Refunds
Tier 1 is taking over this process from Tier 2 agents
Go!
Big Change
Now that you have seen how Stripe Refunds will take place in Salesforce, let's review how Agents will work these cases.
Booking Refund Updates
Agents will work cases in their queue as normal. When a Booking refund request comes into their cases, the agent will review the request. Depending on the reason the member is requesting a refund, the agent will review the account information and follow the chart in GURU to verify if the member should be refunded or refused for the request. Agents will follow the refund process in Salesforce if the member is able to be refunded and will send a follow up template once the refund is completed.
What to do if the payment status is showing Available Soon?
Refund Reasons - List View
Sitter Did Not Show Sitter Paid Offline Sitter Needs to Cancel My Plans Changed I'd like to Reschedule Duplicate Booking I'm uncomfortable with this caregiver
Step by step breakdown
When to Escalate and Where
Available Soon Status when checking if rep can refund.
Member Refunded 3X's for same Booking Refund reason.
Provider refunded Seeker offline but Cancellation Fee needs refunded.
Cancellation Fee wasn't sent to Provider but it should have been.
Time to Check Your Knowledge!
Member requests booking refund
Agent reviews refund request based on the reason the member is requesting a refund. If the member can be refunded, the agent will refund the member through Salesforce using the perform refund button. Agent will follow the steps in Salesforce to perform this refund. Once refund is processed, agent will send confirmation template.
All MC Cases will now have the Perform Refund button. Only Bookings can be refunded using this method.
Booking Refund
Education Team CEX
Created on July 18, 2023
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Transcript
Booking Refunds
Tier 1 is taking over this process from Tier 2 agents
Go!
Big Change
Now that you have seen how Stripe Refunds will take place in Salesforce, let's review how Agents will work these cases.
Booking Refund Updates
Agents will work cases in their queue as normal. When a Booking refund request comes into their cases, the agent will review the request. Depending on the reason the member is requesting a refund, the agent will review the account information and follow the chart in GURU to verify if the member should be refunded or refused for the request. Agents will follow the refund process in Salesforce if the member is able to be refunded and will send a follow up template once the refund is completed.
What to do if the payment status is showing Available Soon?
Refund Reasons - List View
Sitter Did Not Show Sitter Paid Offline Sitter Needs to Cancel My Plans Changed I'd like to Reschedule Duplicate Booking I'm uncomfortable with this caregiver
Step by step breakdown
When to Escalate and Where
Available Soon Status when checking if rep can refund.
Member Refunded 3X's for same Booking Refund reason.
Provider refunded Seeker offline but Cancellation Fee needs refunded.
Cancellation Fee wasn't sent to Provider but it should have been.
Time to Check Your Knowledge!
Member requests booking refund
Agent reviews refund request based on the reason the member is requesting a refund. If the member can be refunded, the agent will refund the member through Salesforce using the perform refund button. Agent will follow the steps in Salesforce to perform this refund. Once refund is processed, agent will send confirmation template.
All MC Cases will now have the Perform Refund button. Only Bookings can be refunded using this method.