LL - TSM Refunds Guidelines and Steps
Our refund promise is related to the quality of our courses, and their success from utilizing the materials during the guarantee period. We want these guys to get a program and use it a lot! If they do, and it's not working for them, we know they gave it their all.
All refund requests should begin with a subscription cancellation (if there is one active), and an exchange offer UNLESS the refund they are requesting is for an upgrade order that is still in a pending state and could be voided.
As long as the charge is older than 24 hours, you will not need to check if the order can be voided. If you attempt to Void a billing, 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 their 1st program purchase is still pending, and it's not because it was an unauthorized purchase, we want to continue working with that customer to help them get started before they decide it's not right for them. If they bought more than 1 program at the time of that order, take care to cancel the subscription, void or refund the upsell, and offer an exchange for the 1st program purchase. Also, offer help logging in if they have not yet done so. You can also offer direct links with where to go after they log in.
Exchanges are as final as refunds, but we can make a 1-time exception if they decide the program they chose is not right for them.
Full programs that are not subscriptions are refundable up to 1 year (365 days) after the purchase date.
As a courtesy to our valued customers, we are permitted to refund up to 90 days of subscription payments.
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 you have a customer who is requesting a refund for more than 3 months (90 days) of subscription payments, you will need to escalate this request to your team lead or supervisor by marking Y to the question about if this is an escalated refund request.
When escalating this request in this way, it automatically assigns this ticket to Elana. Elana will want to know specifics to know how to advise you about where to go next. Provide details such as who the customer is, and what their request is for. What has been done so far to help turn them around? Put these details in a note, and send her a message in slack with it. She will either take that ticket over, advise about what you could offer next, and potentially approving the additional refunds they are seeking.
Typically, refunds can take anywhere from 2-4 business days, with the bulk of the transactions refunding within 2 days. Billings that were voided will disappear from their pending transactions and the funds will be back in their available balance as if it never happened. This process can take anywhere from 1 hour to 2 business days.
If you have a customer who should receive a refund but you are unable to process that refund back to the card because it's no longer the original card or because of an error (Other than it saying it cannot be refunded because a duplicate transaction has already taken place) in Sticky preventing you from doing so, please ask for their PayPal ID. Once you have this information, reply to the customer and assign the ticket to Elana for refund completion.
If you receive that error message saying it cannot proceed because a duplicate transaction has been processed, this is because you are going too fast. Please note that it will sometimes take 1-3 minutes before you can process another refund successfully when met with this error.
Anyone who receives a refund for their programs and no longer has an active member account should also be blacklisted in Sticky. They had the opportunity to keep their lifetime membership with another program, but said no, so it's unlikely they will want to buy from us again in the future.
If they do come back and want to order something new, we can remove this purchasing block (the blacklist) on the condition that the new program they order to restart will not include a refund promise - exchange only! If you remove someone's blacklist to allow them to place an order, please ensure that once they do, they do not have an active subscription.
How to process a refund or void:
1. Locate the member's full billing record in Sticky.
2. Click on the Order ID you are refunding or voiding.
3. Scroll to find the Void/Refund line and hit Void if pending and Refund if it is a completed charge.
A confirmation popup will appear asking if you would like to refund and you would then select the affirmative to go forward with the refund of that charge. A further confirmation notification will show after the refund has been processed letting you know whether the transaction refund was successful or not. Click Close to get back to the customer's record.
From there, you can see that the action has been processed by scrolling down slightly to see the dollar bill with a minus sign inside a red circle in the Status. You can also verify that this processed by scrolling further to see there is no dollar amount left to be refunded, and additional by going back to the customer's billing listing, where the Transaction Status will show as Void/Refunded.
4. Repeat this process for every refund or void you are processing.
5. Unsubscribe them from receiving emails related to the program you have cancelled. If they are receiving full refunds, add them to the Do Not Email database in Maropost
7. In their Academy account, Cancel the program bundle(s) you refunded/voided. Also delete their membership if they received a full refund. If there is an error refunding, cancel the bundle(s) but do not delete the account.
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