Refund Requests

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 4

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.”

• Create a case under the customer’s contact record

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

• Request type

  • Billing/Payments/Collections: Other

• Description

  • Leave detailed notes regarding the refund request including the reason for refund

• Create a case assignment for the Customer Support Resolution Specialist

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case

  • Referral Reason:

    • Per SOP

  • Referral Comments

    • Refund request

• Assign the parent case to the back-office queue

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case-to-the-back-office-queue

4

• 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

1

• If the refund request is valid, Create a case assignment for the Customer Support Team Supervisor

  • Referral Reason

    • Per SOP

  • Referral Comments

    • Refund Request - reviewed and approved by Resolution Specialist

    • Amount

• If not valid, Reject the case assignment

2

• 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.”

    • Update the case:

      • Check the refund box

        • This will reveal other fields specific to refunds

      • Populate the Refund type from the drop-down:

        • Gift card - takes 24-48 hours

          • Confirm the customer’s email address

        • SAP (Check) - takes 7-10 business days

          • Confirm the customer’s mailing address

        • Other

      • Populate the amount

      • Check the W-9 box (if applicable)

    • Tag Customer Support Supervisors on the case Cassandra Mercado and Logan Teague using the chatter/feed notes and let them know the refund is ready for process

      • Related SOP: Refund Process

    • Once the refund is processed, update the case to Closed

• If no, proceed to Step 3

3

• Send an email to the customer and advise them 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.

• Stop