1. Rejecting Payments

When a customer’s payment is being rejected and standard troubleshooting has already been completed, the case must be escalated to Dory for further investigation.

Required Details for Escalation:

• Customer Name

• Order ID

• Concern / Payment Issue Details

2. Refund Outside 180-Day Period (Agent Driven)

Refund requests beyond the standard 180-day refund period require client or Dory review and approval before any action can be taken.

Required Details for Escalation:

• Customer Name

• Order ID

• Refund Amount

• Phone Number

• Preferred Refund Method: PayPal / Mail Check

• Mailing Address (for check requests)

• PayPal Email Address (for PayPal refunds)

3. Deactivated Payment Accounts for Refund

If the original payment account is no longer active and the customer requires an alternative refund method, the case must be escalated for further assistance and approval.

Required Details for Escalation:

• Customer Name

• Order ID

• Refund Amount

• Phone Number

• Preferred Refund Method: PayPal / Mail Check

• Mailing Address (for check requests)

• PayPal Email Address (for PayPal refunds)

Important Reminder

Ensure all required details are complete and accurate before submitting the escalation to avoid delays in resolution.