EE Agents can issue a credit up to any amount. The credit amount is evaluated on a case by case basis, taking into consideration the user’s spend, current issue, tenure, and possible future value to the platform.
Process:
Agent issues credit with appropriate reason code into OBO. Team Lead or Manager approves the credit based on the below limits:
- Agent/TL approval limit: up to $250
- Manager approval limit: up to $1k
- Sr Manager approval limit: up to $5k
- Vice Pres of Customer Experience: up to $10k
- Sr VP Operations: $10k and above
1. In OBO click on the Actions: wrench at the bottom of the user’s “Accounting Entity” and chose “other operations” in the pull down tab.
2. Chose “Customer Credit Request”
3. Complete the requested information and click “Request”
- CSS Notes Format:
- To ensure the request is not flagged by Payment Compliance, please include ticket #, amount etc. See example below, adjust notes as needed:
[ACTION] Client Credit in the amount of $$$$$
[DEPARTMENT] EE
[CAUSE] Poor Contract Outcome
[NOTE] One Time Courtesy Credit
[NEXT STEP] EE will educate the client on ______
[TICKET #] 1234567
- You will receive a link to the Credit Request. Click on the link shown below:
- Depending on the Credit amount, send the URL request link to:
Via Dash
- Agent approval limit: up to $250
- Manager approval limit: up to $1k
Email the following requests with detailed information, these amounts should approved be via Charlene/Katt prior to sending, CC Charlene and Katt on the email:
- Sr Manager approval limit: up to $5k: Michelle Appleberg
- Vice Pres of Customer Experience: up to $10k: Dilip Ratnam
- Sr VP Operations: $10k and above : Elizabeth Tse
a. If there is a chargeback, even if the client reversed the chargeback, contact Payops for additional assistance.
2. Refund will be processed back to the original billing method regardless of the situation i.e. canceled CC. If the refund gets reversed back to us, see PayOps to look into processing a check, wire transfer, or PayPal payment
3. For balance that was sourced from an ACH/Wire payment, please send request to PayOps. PayOps will need to coordinate with T&S to ensure there are no fraud suspicions related to the refund reques
4. Within the client’s transactions, look for the related Trx you will be pushing to the client’s UPM.
a. If the amount you are refunding is less than the amount found within the related transaction, locate the transaction associated with the assignment to pull from that is equal to or greater than the amount you will be refunding.
- This scenario would reflect partial credits on a particular assignment
- For example, the assignment totaled 2k and you are refunding $200
- If the amount is greater than one single transaction, such as multiple payments, you will locate those transactions and continue with the steps below until the refund amount is achieved.
- Click on the Ref ID for that payment :
- Chose From Trx and click “Refund”
- Enter the amount you are refunding and include CSS notes and Submit
[ACTION] Client Refund to UPM in the amount of $$$$$
[DEPARTMENT] EE
[CAUSE] Poor Contract Outcome
[NOTE] One Time Courtesy Refund to user’s UPM
[NEXT STEP] EE will educate the client on ______
[TICKET #] 1234567