Zendesk customer classification: Payments & Refund_Credit_Not_Reflecting
Customers may contact us after receiving a cancellation notification or returns comms that credit will be allocated to their profile.
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 cancelled, inform Risk to action refund/credit.
Before crediting a COD order, always double check whether 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)