Refund Decision Flow

Decision Flow

Decision Flow

• After getting a refund request, agents should review the Refund & Chargebacks tab in Salesforce.

Refunded/ Chargeback

Refunded/ Chargeback & meets exceptions

No Refund & no exceptions

No Refund & within 24 hours

Approve Refund

No Refund

Approve Refund

No Refund

Refund Examples

• I canceled my membership last month and you billed me again! Billed on 10/4 and I'm contacting you while the charges process.
• Auto-Renewal. Within 24 hours & No Previous Refunds = Refund Approved.
• I meant to cancel this, my mother passed away earlier in October and this slipped my mind. The account was to find care for her.
• Auto-Renewal. Previous refund & Meets Approved Exceptions = Refund Approved.
• You keep billing me! I want these charges reversed from now until March.
• No Previous refunds. 3 Chargebacks = No Refunds.

Refund Reminders

• Complete the Refund Required Reasons in Close Case Details.
• Choose the corresponding Refund Type that fits your case!
• If you are refunding a subscription, set the account to downgrade immediately.
• If you are refusing a refund, set the account to downgrade at the end of the billing cycle.

Thank you!