Requesting for refund

In order to prevent chargebacks, it is crucial to understand how to handle refund requests from customers.

PRE-TSA

RULE OF THUMB: Negotiate a refund as much as possible.

Depending on the customer's application state, a certain macro exists.

1. If the cx requested a refund and the order status shows IN PROGRESS, use the macro Refund requested- Order being processed with a ZD keyword "refund". Check if the subject line is Request to Cancel/Refund TSA Precheck Application. This will help you easily identify if it's due to an update since it should be updated DAILY. Update the order app to issue/Other (add note)> update order > Order notes - Ticket # 12345- offered 50% refund. Then, submit the ticket as PENDING.

• If the customer accepted the 50% refund, use the ACCEPTED macro and make sure to indicate the exact amount of the refund. Then, escalate the ticket to Chrissy with an internal note @Chrissy H $75 refund. Submit the ticket as OPEN, but do not update the order app.
• However, if the customer insists on getting a full refund, use the UPSET macro and escalate the ticket to Chrissy with an internal note @Chrissy Full refund. Submit the ticket as OPEN, then update the order app to issue/waiting for refund. 

2. If the cx requested a refund and the order status shows COMPLETED, use the macro Refund requested - (order is complete) with a ZD keyword "refund". Check if the subject line is Request to Cancel/Refund TSA Precheck Application. This will help you easily identify if it's due to an update since it should be updated DAILY. Then, submit the ticket as PENDING, but do not update the order app.

• If the customer accepted the 50% refund, use the ACCEPTED macro and make sure to indicate the exact amount of the refund. Then, escalate the ticket to Chrissy with an internal note @Chrissy H $75 refund. Submit the ticket as OPEN, but do not update the order app.
• However, if the customer insists on getting a full refund, use the UPSET macro and escalate the ticket to Chrissy with an internal note @Chrissy Full refund. Submit the ticket as OPEN, then update the order app to issue/waiting for refund. 

3. If the cx requested a refund and the order status shows INVALID KTN OR BOT ISSUES just follow the same process in number 1 to negotiate a refund. Unless the cx mentioned that he/she has a TSA/Global Entry already and is not due for renewal, then you have to escalate the ticket for a full refund as service is not provided. 

4. For RENEWING TOO EARLY(Over 6 months), just send the macro renewing too early (refund). Then escalate it to Chrissy for a full refund since the service is not completed. 

5. We also negotiate a refund for the order showing PAYMENT ISSUES. If cx accepted the discount, escalate it to Shane so he can escalate it to Chrissy after he completes the order. 

NOTE: Refer to our Escalate Refund Request Article for instructions on escalating refunds.

IMPORTANT REMINDER:

• Whatever the order status is and whether it's an inbound/outbound call or email if the customer mentioned the keywords: report you to the bank/BBB, file a dispute or chargeback, just escalate the ticket right for a full refund.
• If the customer is unresponsive after a 3/3 follow-up, you may escalate the ticket for a full refund.

GLOBAL ENTRY/NEXUS

RULE OF THUMB: Negotiate a refund as much as possible.

1. If the order status shows IN PROGRESS, use the macro Client wants to cancel - Order Being Processed with a ZD keyword "cancel". Check if the subject line is Request to Cancel/Refund Global Entry Application. This will help you easily identify if it's due to an update since it should be updated DAILY. Update the order app to issue/Other (add note)> update order > Order notes - Ticket # 12345- offered 50% refund. Then, submit the ticket as PENDING.

• If the customer accepted the 50% refund, use the ACCEPTED macro and make sure to indicate the exact amount of the refund. Then, escalate the ticket to Chrissy with an internal note @Chrissy H $75 refund. Submit the ticket as OPEN, then update the order app to IN PROGRESS/N.A.
• However, if the customer insists on getting a full refund, use the UPSET macro and escalate the ticket to Chrissy with an internal note @Chrissy Full refund. Submit the ticket as OPEN, then update the order app to issue/waiting for a refund. 

2. If the order status shows COMPLETED/SUBMITTED/CX TOOK OVER, use the macro Client wants to cancel - Order is submitted with a ZD keyword "cancel". Check if the subject line is Request to Cancel/Refund Global Entry Application. This will help you easily identify if it's due to an update since it should be updated DAILY. Do not update the order app, then, submit the ticket as PENDING.

• If the customer accepted the 50% refund, use the ACCEPTED macro and make sure to indicate the exact amount of the refund. Then, escalate the ticket to Chrissy with an internal note @Chrissy H $75 refund. Do not update the order app, then, submit the ticket as OPEN.
• However, if the customer insists on getting a full refund, use the UPSET macro and escalate the ticket to Chrissy with an internal note @Chrissy Full refund. Submit the ticket as OPEN, then update the order app to issue/waiting for refund. 

3. For BOT ISSUES just follow the same process in number 1 to negotiate a refund. Unless the cx mentioned that he/she has a Global Entry already and is not due for renewal, then you have to escalate the ticket for a full refund as service is not provided. 

4. For RENEWING TOO EARLY(Over 12 months), just send the macro renewing too early (we must refund). Then escalate it to Chrissy for a full refund since the service is not completed. 

5. We also negotiate a refund for the order showing PAYMENT ISSUES. If cx accepted the discount, escalate it to Shane so he can escalate it to Chrissy after he completes the order. 

NOTE: Refer to our Escalate Refund Request Article for instructions on escalating refunds.

IMPORTANT REMINDER:

• Whatever the order status is and whether it's an inbound/outbound call or email if the customer mentioned the keywords: report you to the bank/BBB, file a dispute or chargeback, just escalate the ticket right for a full refund.
• If the customer is unresponsive after a 3/3 follow-up, you may escalate the ticket for a full refund.

U.S PASSPORT

In contrast to the travel industry, anytime a cx sought a cancellation or refund by email or missed, or abandoned calls, we immediately escalated the ticket to Chrissy for a full reimbursement. Also, we ONLY offer a 50% discount if it's an inbound call as long as the customer is not irate and does not mention chargeback, dispute, or reporting to a bank/BBB. 

1. Just check the order app when the order is created so you can send any of these macros below.

2. After sending the macro, escalate it to Chrissy and submit it as OPEN. Do not update the order app. 

NOTE: Refer to our Escalate Refund Request Article for instructions on escalating refunds.

SSN

We immediately escalated the ticket to Chrissy for a full refund for SSN when the client wanted to cancel or refund the transaction. Simply escalate it to Chrissy with the internal remark @Chrissy H Full refund instead of sending a macro.

NOTE: Refer to our Escalate Refund Request Article for instructions on escalating refunds.

EIN

The procedure for processing an EIN refund is shown below.

NOTE:

• After 3/3 follow up if cx is unresponsive do not escalate it for a full refund. Assign it to Vince instead with an assignee Unresponsive/Vince. 

• Refer to our Escalate Refund Request Article for instructions on escalating refunds.