Client credits empower teams to identify quick and easy fixes for dissatisfied customers. Teams should always ensure the root customer issue is being addressed, then use best judgment to offer a credit as a courtesy to help provide an exceptional experience.
Make sure you’re on the right page!
- For any refund-related requests - see **Refunds page; no refunds for job payments at any time (fixed-price or hourly)
- For any promotional credit requests - see **Marketing Promotions and Credits
- For any Vetted/Pro experiments - be sure to read through **Vetted/Pro Experiments KB before doing a credit
Customer Satisfaction Client Requests Tracker
CS Agent Process
When offering a credit, we want to encourage the CL uses it towards any future hires. In a situation where a CL may push back and want the funds on their billing method, we can send it back to their UPM. However, this only applies if the credit was related to a contract. If we give satisfaction credits and it's not related to a contract, or perhaps this was from a promo, we are unable to push these funds to their UPM.
TL Only Process