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If the agent receives a refund request from a homeowner, the agent should create a ticket if one has not already been created.

The ticket should include:

  • The reason for the refund request

  • The engine link.

Tag Cassandra Mercado and she will review the ticket and respond informing the agent if the request has been approved or denied.

If the refund request is approved, the agent can reply to the homeowner:

Hello (homeowner name),

Congratulations! Handled By: Customer Support Agents and Resolution Specialist Agents

Background: There may be instances where a customer will request a payment refund. A refund request will be honored with a valid reason such as the system is paid off and there is an overpayment or leadership approves to reimburse a customer. Cassandra Mercado and Logan Teague have the authority to approve these refund requests.

There are two methods on how the customer could receive a refund:

  • By Amazon virtual gift card

  • By check and sent directly to the customer noted in USD currency

Process Overview

STEP

ACTION

1

  • Does a ticket already exist for the refund request?

    • If yes, review the ticket to ensure the process below is being followed and update accordingly

    • If no, proceed to Step 2

2

  • Review the list of valid reasons for a refund:

    • Overpayment from a pay-off quote*

    • Overpayment from a home sale transfer*

    • The account was booked past due

    • Paused payment removed prematurely

    • Cancellation of UCC filing before being processed*

    • Double/Extra Payment (Instead of a refund, the double/extra payment it will be applied to the next bill. Advise the customer to contact Launch directly and to advise them to apply the “extra” payment to their next bill) and Stop

  • Does it qualify as a valid reason for further review from a resolution specialist?

    • If yes, proceed to Step 3

    • If no, proceed to Step 5

3

  • Advise the customer the following:

“Thank you for letting us know about your concerns. We will be having our internal team review to see the options available and will get back to you within a few business days.”

Info

Resolution Specialist Process: For refund reasons with an asterisk*, be sure to confirm the amount with Launch through website or direct contact.

Related SOP: When and How to Escalate Complaints and Sensitive Concerns

4

  • Tag Customer Support Supervisors Cassandra Mercado and Logan Teague with relevant information

  • Await response from Customer Support Supervisors to determine if refund has been approved:

    • If yes,

      • Advise the customer the following: “Your request for a refund has been approved. If you would like, we can provide you with your refund by sending you an Amazon gift card that will arrive to your email within 24-48 hours.

...

Thank you,

(Agent name)

...

      • ”

      • Confirm the type of refund method they are requesting:

        • Preferred method to offer: Amazon gift card - takes 24-48 hours

          • Confirm the customer’s email address

        • Optional: Physical check - takes 7-10 business days

...

Once the homeowner responds, tag Cassandra Mercado and Sabin Abad (Unlicensed) with the homeowner's response so that they know how to proceed with providing the homeowner with their refund.

If the refund request is not approved, the agent can reply to the homeowner:

...

          • Confirm the customer’s mailing address

      • Tag Customer Support Supervisors Cassandra Mercado and Logan Teague with the refund method and relevant information such as email or mailing address.

      • Update ticket and Stop

  • If no, proceed to Step 5

5

  • Advise the customer the following:

    After careful review of your refund request, we regret to inform you that we are unable to grant the refund. We understand this may be disappointing and apologize for any inconvenience.

...

  • Update ticket and Stop