Stripe CCP Refund Request

Stripe CCP Refund Request

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Refund Matrix Refresher

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• Request received within 24 hours (Stripe processor) should be sent to Member Care - EN Tier 2 for the refund to be processed and addon removed.

• Request received within 24 hours (not Stripe): Agent should remove add on/refund

• Not passing Credentialing (Stripe processor) refund; set account to Downgrade at EOBC

• Not passing Credentialing (not Stripe) – remove add on/refund

Refund Matrix - When to Refund & Escalate CCP Requests

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• We do not refund Add-On purchases for Featured Jobs processed through Stripe. After the first refund request refusal, a second request will result in a refund for the Featured Jobs Add-On charge. The account will then be set to downgrade at the end of the billing cycle.
• 1 month subscription: Member qualifies for CCP refund processed through Stripe. Agent should notify the member that the refund will be processed when the month has ended.
• Agent Action: set account to downgrade at end of billing cycle. Set a task one month out to review account, if CCP has not been used process the refund at that time. Account should already be basic because the agents should set it to downgrade at the end of the billing cycle.

Exceptions

• Do not proactively offer CCP refunds.
• If a member is requesting a subscription refund and they don’t qualify, agents should not proactively offer to refund the CCP portion of the charge.
• Do not promise the refund or leave the member with the assumption that the refund will be provided.
• For CCP refund requests say: I’m happy to forward your refund request for review.
• Do not say I’ll forward your request for the refund to be processed.
• Do not send requests that are received more than 24 hours after initial upgrade.
• CCP was purchased at a later date than the premium subscription: reject refund request and do not forward to Tier 2.

Best Practices

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