Refunds (Team)

BACKGROUND: We aim to provide all customers with clear communication on when they can expect a refund. The Refunds Team will reach out to the requester and (if applicable) will refund it on the same day of the request. This process allows us to enhance the customer experience by providing a quick and effortless experience. Refund request is passed on. Refunds are processed for 1.5 hours each day. Call customer to attempt to turnaround refund. If you can’t speak to customer on phone then email must be sent. Email template must be sent confirming refund has been processed with SLA’s. Outstanding ‘in contact’ requests will be sent to the Refunds team daily. You must check these daily and follow up with the customer. After 7 days this must be resolved if no contact has bee received. IMPORTANT: When cancelling an incorporation order or NEW address service, you must send a message on the relevant Paused channel with the following message: @CASE OWNER  ORDER ID, COMPANY NAME has been cancelled and refunded. Please do send the customer any further emails.