LL - TSM Check Refund Procedure

Paper checks can be issued to TSM members if they are unwilling to provide us with the email address associated with their PayPal accounts. These can be sent to people who are located in the United States only. 

The receiving agent will: Reply to the customer using whichever SR applies to the ticket (sorry to see you go!) and re-confirms the amount and address the check will be sent to. 

Perform any necessary in-house related tasks needed in SI (such as blacklisting when appropriate), Maro (list / journey changes or adding to DNE) & unsubscribe from TSM Klaviyo, and MM or KJ. (cancel/revoke access to the thing being refunded, or all if refunding in full - but leave the account, do not delete it)

In the note that is added, the agent will make note of the refund amount, and details of the customer - 

Example:

Chuck Norris

123 Main St.

Austin, TX 78747

Refund amount: $214.00

This ticket should be set to Active and assigned to Elana. 

Elana will: Add the details of the check to the TSM Check Refund Tracker and then send Anne a message in Slack to let her know a new check refund has been added. 

Go back to the ticket to edit the previous note to include the fact that it has been added to the check refund tracker & Anne has been alerted. This ticket can now be Closed and keep it assigned to Elana. If this customer writes back, please get with Anne to see if it has been cashed. If it has not and it's been a reasonable enough amount of time, the previous check will be cancelled and new check issued. This will require a follow up to the customer to let them know of the re-issuance in case the old arrives before the new, or to say give it a little more time and we can re-issue if needed.