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! 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)
If the homeowner does not want the Amazon gift card, inform the homeowner that a check will be mailed to them, and it will take approximately 7-10 business days for them to receive it.
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:
Hello (homeowner name),
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.
Thank you.