LL - TSM - Refund Requests During Heavy Chargebacks

Effective April 21, 2021 - June 1, 2021 

Due to high chargeback ratios, a temporary change is in place for handing refund requests

All refund requests should begin with a subscription or payment plan cancellation (if there is one active) regardless of what they are seeking to have refunded!

If someone is requesting to cancel their subscription the same day they were billed, you will void that billing as a courtesy to them. 

If someone is requesting to cancel their subscription and they were billed within the last 3 days, you will refund that billing as a courtesy to them. 

If someone is wanting a refund for more than 3 subscription billings, refund 3 and offer an exchange for the other billings + leave the months refunded available in their MM acct. (Fix bundle day at today rather than a date in the past)

If someone wants only the upsells refunded, proceed. 

If anyone is asking for a refund that will result in an account closure:

• Proceed if the gateway is one of these three:

(21) HERO - CHA 01 - Authorize.net
(3) HERO - SIG 01 - Authorize.net
(27) HERO - SIG 02 - Network Merchant Inc

• If not one of the above gateways, send the standard exchange offer. 

If you attempt to Void a billing that took place within the past 24 hours, and it’s moved to the Refund stage, it will let you know, and then you can refund. 

If you attempt to Refund and it's still pending, it will let you know, and then you can Void. 

• If you run into any refund errors for orders that were placed less than 90 days ago that are not because there was a change to the card information, the card has since expired, or “a duplicate transaction has been submitted” you’re going too fast error, assign the ticket to Anthony (No Slack) as Active with detailed notes.