Handled By: Customer Support Supervisors
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. Refunds will be paid by check and sent directly to the customer noted in USD currency.
Link to Customer Support Agent SOP: https://goeverbright.atlassian.net/wiki/x/gACkrQ
Process Overview
STEP | ACTION |
1 | Add information to the Escalations Spreadsheet under the corresponding tab of “Refunds + GiftCard List”.
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2 | Email gathered information with supporting documentation (Example but not limited to; reimbursement request: copy of invoice, overpayment: Great America screenshot, no supporting documentation: explanation) regarding the refund to Christopher Strain, Shela.Charles (Unlicensed), Alex Bodea (Unlicensed), and Joel Collier (No need to wait on reply to proceed).  Any refund (non-overpayment related) amount over $500.00 or combined refunds yearly over $500.00 for the same customer requires a W-9 tax form due to tax purposes. The customer needs to fill out a W-9 tax form that has to be uploaded to DocuSign. Once returned, email to EverBright Tax Team Andrew LaPointe (Unlicensed), Kevin Christ, and DL-PAR-NBL@nexteraenergy.com (No need to wait on reply to proceed). |
3 | Complete Account Payable Service Desk SAP ticket and attach completed table from Escalations Spreadsheet:  If no access to Account Payable Service Desk SAP and Cassandra Mercado is not available, tag Christopher Strain in email to complete and submit on your behalf due to no access to Account Payable Service Desk. |
5 | Update the agent with status of refund and advise OK to close the ticket. |