Check Refund Requests

Processing Check Refund Requests

This guide explains how to handle refund requests, when to request a check refund instead of processing it directly inside Konnektive, and the correct procedure for submission, tracking, and follow-up.

When to Request a Check Refund

A check refund is only required in specific situations where a refund cannot be processed directly inside Konnektive:

Disabled or Closed Payment Gateway

If the payment gateway is disabled or closed, you cannot process the refund inside Konnektive.
You must request a check refund instead.
Example: If the gateway shows “MLS 500k” and is no longer usable, skip the Konnektive refund process

Important Exception: Lost or Replaced Card

If the customer says they lost their card and received a new one, do not issue a check refund.

Refunds still go to the same account, even if the card number has changed, because it’s under the same issuing bank.
Instruct the customer to contact their bank to transfer or apply the refund to their new card if it does not post automatically.
Only issue a check refund if the gateway is disabled/closed or a chargeback exists — not for replaced/lost cards.

Key Information to Include in Check Refund Requests

Always confirm and provide:

Name of the customer as they want it to appear on the check
Shipping address where to send the check to
Amount of refund that we need to mail as a check
Reason for refund

Example Image:

2. Customer Filed a Chargeback

If the customer has initiated a chargeback, do not process refunds in Konnektive.
A check refund is required to avoid the risk of a double refund while the bank investigates.

Step-by-Step Process for Check Refund Requests

Step 1: Check the Payment Gateway Status

Before processing any refund:

Go to the customer’s account in Konnektive.
Verify if the payment gateway is active or disabled/closed:
- - If the gateway is active → You can process the refund directly in Konnektive.
  - If the gateway is disabled/closed → You cannot process the refund in Konnektive and must request a check refund instead.

Step 2: Submit an Escalation Request (Required First) ✅

Before submitting a CIR, agents must submit a request through the Escalation Form.

Details to Include in the Escalation Form:

Agent Name
Customer Name
Customer Email
Order ID
Customer Address
What You Need → Example: Check Refund
Summary of the Issue → Provide a short explanation of what happened and why you are requesting a check refund.

Review Process:

All escalations will be reviewed by Inna or Fran.
Only after approval should you proceed to submit the CIR.

Step 3: Submit a Check Refund Request

Once you receive approval from Inna or Fran:

Go to Customer Interaction Record (CIR)
Log Interaction Details:

Campaign → Specify the relevant campaign (e.g., “Urgent Liver”).
Agent’s Name → Enter your name.
Method of Interaction → Select the appropriate method (e.g., Inbound Call).
Interaction → Usually “Refund Follow-Up.”

Set Disposition → “Follow-Up Required.”

This step is critical because it triggers the entry to be added to the Airtable list for tracking check refunds.

Log Refund Information:

Customer’s Name
Customer’s Phone Number.
KON Customer ID
Log Refund → Yes
Order ID
Refund Status → Select “To Mail Check.”
Return Status (e.g., Customer is returning the product: Select Already Shipped (Returning)
SaS (Save a Sale) Win → No
Refund Reason → Select reason from the dropdown (e.g., “Did not see benefits”).

CIR Notes:

Interaction (e.g., Customer called in and submitted bank letter)
Write “Please mail a check to [Customer Name] at [Address]”.
- - Confirm the customer’s name and address where the check should be sent.
Include the exact refund amount. If there are multiple amounts, add them all up and provide the total.

Example:

6. Copy and Paste:

Under CIR Snippet: Copy these notes and paste them into Konnektive to keep records consistent.

Step 4: Approval & Batch Submission to Accounting

All requests are reviewed and processed in batches.
Inna or Fran
- - Reviews escalation submissions for requests from agents.
Marie:
- - Reviews the requests via CIR, validates the details, and approves or declines the check refund.
Accounting:
- - Processes and mails the approved check refunds.

Note: Agents cannot process check refunds directly. All approvals must go through the Escalation Form.

Step 5: Follow Up if Needed

If the check refund status remains pending after several days:

Follow up with Marie for approval updates.
Check with Accounting for check issuance updates, if necessary.

Customer Timeline to Communicate:

“Checks are issued within 10–15 business days and mailed out. Delivery typically takes around 4 weeks to arrive by mail.”

Quick Notes & Best Practices

Checks are processed within 14 business days and shipped afterward, so customers can expect to receive them within approximately 4 weeks.
When submitting a check refund request, ensure that the CIR disposition is set to 'Follow up required.'
Requests without this disposition will not appear in AT, which prevents us from identifying customers who need to be sent a check.
Always check if the gateway is active before attempting a refund.
Do not process refunds in Konnektive if the gateway is disabled.
Lost/Replaced Card? → Refund goes back to the same account. No check refund needed; advise the customer to contact their bank.
Always use the Escalation Form for any check refund requests.

Training Video

Check Refund Request

Click Here

Refund Check Status (CIR)

Purpose: To inform customers about refund checks and manage expectations.

Steps:

Check Refund in the System

Confirm whether a refund has been requested or issued.
Verify that a CIR (Check Issuance Request) has been filed.

Provide Timeline

Inform customer:
- The check is issued within 15 business days.
- Delivery may take about 4 weeks to arrive by mail.

Document

Add details to the case notes (CIR filed, date submitted, expected delivery window).

If the Customer Reports No Check After 4 Weeks
- Treat as business as usual:
  - - Verify the original CIR Date
    - Submit a new CIR (reference the original in your notes).
    - Follow up and monitor the status of the new refund.
- Communicate to the customer:
  - - “Since it’s been over 4 weeks, we’ve submitted a new check request for you. We’ll keep you updated.”

5. Escalate If Needed

If there are repeated delays or system issues, escalate using the Escalation Form.

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