Refunds (Companywide)

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. Customer requests refund Make sure refund is in line with T’s and C’s Call = Try and pass the call through to Liam Dargan. If he is not available then inform the customer we will be in contact during the afternoon. Place the refund request on the sheet. Email = Send kayako template. Place the refund request on the sheet. Live Chat = Send live chat template. Place the refund request on the sheet. Urgent refund requests = organise a call back with the Refunds Team asap if you cannot get through to them.