Escalate Refund Request

It's crucial to properly escalate a refund request ticket to get it addressed in an effective manner. The following steps will provide guidance on the best way to do this and make sure that all necessary documentation and information is included. By following these tips, you can ensure that the refund request ticket is escalated successfully and your refund can be processed promptly.

When Escalating Refunds, Check the Following:

1. Ensure that there is an order linked to the ticket and that the requester has been updated with the corresponding email address so that it can be found on the Order App.
2. PreTSA/Global Entry/NEXUS: Make sure to update the Order Status in the order app to "Issue". Issue > Waiting For Refund (for FULL refund requests only). If an order with the status"IN PROGRESS" is being negotiated for a discount/refund with the customer, the Order Status should be changed to "Issue", the Issue should be "Others", and a note should be added to the Order Notes detailing the discount negotiation.
3. Make sure the assignee is marked as 'Refund Requested/Chrissy H'.
4. When submitting a partial refund, write the exact amount.
5. All escalations should be submitted in an internal note.
6. Once everything is complete, submit the ticket as OPEN.

We have prepared macros to help you escalate refunds. All you need to do is use the keyword "Escalate" and choose the macro that best suits your situation. If needed, you can update the information required. See the screenshot provided for your reference.

Escalate a Refund for One Order:

• Choose the 'Refund Single Order' Macro. The macro will prompt you to an internal note "@Chrissy Refund"
• Double-click @Chrissy to tag Chrissy H

• If the refund should be for the full amount  
• submit the ticket as OPEN 

NOTE: If the refund should be for a partial amount, remove the word "Full" and add the amount to be refunded next to the word "Refund". For example, if the refund should be for $3, the internal note would read "Chrissy H $3 Refund". Submit the ticket as OPEN.

 

Escalate a refund for multiple orders (Same email)/Duplicate Orders:

• Use the 'Refund Multiple Orders (Same Email)' macro
• Update the necessary information, including the order links, refund amount, etc.
• submit the ticket as OPEN.

Refer to the screenshot below for an example:

Escalate a refund for multiple orders (Different email):

• For the ticket customer requesting a refund, use the 'Refund Single Order' Macro to process the refund.
• Create a new ticket for the other order and update the requester, linking the second order with a separate email.
• Use the 'Refund Second Order(Different Email)' macro to process the refund.
• Add the ticket # of the original ticket to the internal note, referencing the customer's request for a refund.
• Escalate the new ticket using the 'Refund Single Order' Macro and submit the ticket as OPEN.

Escalate a partially refunded order, Cx requested to refund the remaining balance:

• Use macro "Partially refunded, requested to refund remaining balance" 
• update information as necessary
• Submit the ticket as OPEN