Zendesk customer classification: Payments & Refund_Refund_Not_Reflecting/Incorrect_Amount
WHEN TO USE:
If the customer's order status indicates a cancelled item /s for credit or a return has been concluded and the credit/refund may not be reflecting. The customer may request proof of refund. This may also be used if a customer is querying the incorrect credit/refund amount and may require a coupon reissue for the promo code used on the order.
Always check the order status before applying manual credits.
Do not apply Credits should an order be marked as RISK PENDING – this needs to be cleared by Finance. If canceled, inform Risk to action refund/credit.
Before crediting a COD order, always double-check whether the payment was actually received.
When adding /allocating a credit, ensure that comment field reflects the order number, correct Reason code and description (where applicable)
When issuing a credit, do not refresh the page as this might potentially duplicate a credit entry
Do not transfer credits from one profile to another. Only Finance to action (but this is based on the nature of the request)
Should credit not be reflecting on the customer’s profile, the OSA will need to check if it was applied for a different order already if not, this will need to be escalated to Credits to allocate the credit to the customer's profile for a canceled item or Concluded return.
NOTE: Credit requests should always go to the Credits Team.
If a refund is not reflecting on the customer's end, the OSA will need to check the customer's account credit via CS Portal to check if there is already a credit applied to the profile as well what was the original payment method.
From there: OSA will be able to auto refund the customer provided the payment method was not Ebucks, Mobicred, Voucher, Discovery Miles or Sbux. (These will need to be sent to Finance)