LL - CHO Ticket Refunds
These types of REFUNDS are assigned to Gigi as a CHO Ticket.
- Any VFI, SCS, or DML refund that needs to be done via sticky.io, shopify, or recharge.
- PayPal refunds or because you were met with a refund error in Sticky.io.
- Tickets where the customer is requesting a refund for an item/s they returned.
A CHO ticket is 2 actions -
first:
a note is placed on the ticket outlining the customer's request
1. the customer's reason for contacting us.
2. their order information (items, amounts, prices, order ids)
3. the actions you took to resolve their request
4. What you need the OPS agent to do to complete the request
5. The ticket is assigned to Gigi in active status
NOTE: In cases of returned packages use the "return tracking received" workflow
Send urgent requests via slack too:
If the request is urgent or time-sensitive you will send a slack message in the Urgent Billing slack channel - that includes the ticket number, the customer name, email, order id, and a brief description of what you need.
How long does it take for a refund to be processed once assigned to the OPS agent?
- We process refund requests in the order they are received. Most are processed within 24 hours, however, during busy times, it may take up to 72 hours for a refund to be processed.
How long does it take for a refund to post back to the customer account AFTER we process it?
- After we process a refund, it typically takes 3-5 business days for it to be posted back in the customer's account, however, occasionally we have seen it take up to 10 days. The amount of time it takes to post back depends upon the customer bank's procedures.
To cover all scenarios when we reply to a customer about their refund we should say:
" I'm sorry to hear that (PRODUCT) didn't meet your needs and I thank you for considering (BRAND) in your quest for (personalized your email here).
Any credits due back to you will be applied to the card used to place your order(s).
Refunds typically take between 3 and 10 business days to appear back in your account, depending on your card issuer’s processing times. "