Handling Refund Requests

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Overview

Use this workflow when there's a refund request (or other query that Account Receivable) would own.


Workflow
  1. Verify their current subscription status
  2. Determine whether they are eligible for a refund

    Note: There may be special circumstances where we may be able to request a refund outside of the eligibility window - if you believe a case qualifies for this, CC a manager for approval.

  3. Determine the reason that they're cancelling and requesting a refund.
  4. Make sure that there aren't any other types of queries that would need the Support team's attention
  5. Use the General::Accounts Receivable macro to transfer the ticket