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Refund Process - SF

Education Team CEX

Created on November 4, 2025

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Transcript

Refund Process

New Refund Process

    • Agents have visibility in Salesforce Cases to view if a refund or chargeback has taken place by opening the Members Account in Salesforce:

New Refund Process

  • Depending on the screen size, the Refunds and Chargebacks tab may be under the More overflow menu

New Refund Process

  • If the user has been previously refunded, the amount and date will populate here. There can be multiple entries listed here.

New Refund Process

  • If there is no history of a refund or chargeback, No items to display will populate
  • The picklist for Purchase Type & Refund Reasons have been updated:
  • Both are required to be completed in the Hashtag & Close Case Details section!
  • If the new refund/chargeback tab is giving an error - look at Billing History and Salesforce Case history for chargeback cases.

Chargeback

Thank you!