Note: If the customer is requesting for a Reversal of purchased subscription inform the customer to mail us the reason for the reversal at help@siliconveins.com or raise a ticket.

 > If resolved

>Disposition: Subscription Related - Query about subscription details 

Customer Under Partner Lead
Step 1:  If the customer is under partner code then check when the subscription is activated. If the activation is current and within 3 days then Partner can revert it from the partner portal

Step 2: Inform Respective partner to revert the subscription from the partner portal.

Step 3: If the activation is more than 3 days, mail Nilesh sir for approval with all the customer details and reason for reverting the subscription. (Keep RSM in the CC )

Step 4: When approved by Nilesh sir then inform Ziauddin(Manager) to Revert the subscription.

Step 5 : Once Reversal is done for the activation inform the customer and close the ticket.

Customer Under Direct Lead and New activation

Step 1: If Customer is under the Direct lead, get the reason from the customer for reversal and mail it to Sweta ( Internal Sales Manager ) for approval. ( Keep Snehal in CC )

Step 2: Once the approval is done by Sweta then inform Snehal to revert the subscription by providing the invoice number for the activation from the Admin app.

Step 3 : Invoice is maintained only for Direct customer in the admin app >particular user details >  invoices as mentioned in the below Screenshot. Provide the current invoice number to Snehal for reversal.

Step 4: Once the Reversal is done by Snehal mail the invoice number and plan details  to the accounts team for Initiating the refund amount for the invoice .

Step 5: After the refund is initiated from accounts team, Inform the customer that the refund will be received by the customer within 5-7 working days and mail the same details to the customer  and close the ticket 

Customer Under Direct Lead and Renewal activation

Step 1: Customer is under the Direct lead form and has renewed the subscription, so get the reason from the customer for reversal and mail to Khyati( Retention  Manager ) for approval. ( Keep Snehal in CC )

Step 2. When Approval is done by Khyati then inform Snehal to revert the subscription by providing the invoice number for the activation from the Admin app. (Invoice is maintained only for Direct customers in the admin app >particular user details >  invoices as mentioned in the above Screenshot.)

Step 3: When Reversal is done by Snehal mail the invoice number and plan details  to accounts team for Initiating the Refund amount for the invoice .

Step 4: After the refund is initiated from accounts team, Inform the customer that the refund will be received by the customer within 5-7 working days and mail the same details to the customer  and close the ticket