LL - TSM/DML Refund / Void Inquiries After Processed

What do we do if someone says they haven’t received their refund?

Look up their order and confirm if a refund has been processed.
If it was NOT refunded, refund it and let them know the timeframe it will take to post back to their CC.
If it HAS BEEN REFUNDED and the customer says it hasn't posted -
Assign this ticket to Gigi in an Active Status.
- Ticket note should include:
  - Order ID & Gateway
  - SI's refund transaction details
  - IF more than 1, the next Order ID & Gateway
  - SI's refund transaction details
Notify Gigi in the CHO-Tickets channel in Slack.
- Example: Hi @gigi (to tag her), I’ve assigned ticket 123456 to you, refund inquiry for member@wheresmymoney.com - orders 123456 Gateway: (21) HERO - CHA 01 - Authorize.net and 123457 Gateway: (29) HERO - PP 04 - Network Merchant Inc
- The Gateway can change per transaction and those details will help Gigi know which website to log into.
Gigi will notate the ticket with her investigation results, and assign it back to Anyone as Active
The agents who opens this ticket will now reply to the member using the Refund or Void Inquiry After Issued SRs and provide them with the transaction ID for the refunds and send them back to their bank for further assistance.
- If this member writes back in ask a 2nd time, provide them with the proof Gigi included in the previous notes.

Considerations:

One of the first things you want to consider, ESPECIALLY if this is a TSM order, is was it voided? If the billing was voided rather than refunded, they are not going to see a completed charge and subsequent credit.

Usually the people who were voided who write in after the fact saying they haven’t seen their refund yet don’t fully understand how voids are different than refunds. Reiterating what we said before, but wording it differently, can help them better understand. If they no longer see a pending pre-authorization for that charge, and they do not see it as a completed charge, the money went back into their available balance as if it never happened - which is what happens with voids. If they’re still unsure, send them back to their bank for help with verifying that we did not paid and they still have that money available.

It was refunded? Then what is “more than long enough”?

Different payment systems have different refund timeframes. While TSM members get refunds in 2-3 days, RAD members may wait 5-10. And those are just estimates. Some banks (like the ones inside walmart that are targeted to bad credit/low income people who can’t otherwise get a bank account) hold onto refunds for a full 14 days before they release it to the customer's account.

That should be your first consideration - what is the refund timeframe?
Has it been within 10 days of processing? If it has, we’re sending them to the bank with the refund transaction information.
Has it been older than 10 days? Further investigations are needed by our team - and this would go onto a CHO ticket so Stacy can view the payment gateway..
What steps do YOU take in this investigation? Remember - You own this issue. This is your customer so what are you going to do to help?

Final considerations:

Any time someone has a concern about a billing or a refund, we want to do what we can to provide them with the best and most accurate information possible. That’s why we do things like send transaction numbers with the name of the person who processed that refund, the amount refunded, and date/time stamps as evidence we processed the refund.

If that means you have to tell them that after we looked into it, we found that there was an error in processing the refund BUT we were able to resolve that error and process the refund successfully today, then do.

Remember your empathy. People want to be told that you are sorry for their inconvenience. Not only have they been expecting that money back, but they also had to take the time to write back in. How would you feel if this happened to you?

You should also thank them for bringing this to your attention! In a digital world, things can go wrong at any time. If that refund error was caused by something we need to look into and fix to make sure it doesn’t happen to someone else, that’s something we want to take care of. Usually it’s a fluke, but we still look for patterns.