Processing Cancellation and Refund Requests for Automatically Renewed Loyalty Memberships
Summary
This SOP establishes the protocol for managing cancellation requests for automatically renewed memberships within the Spacious Skies Loyalty Program. By design, our year-long memberships automatically renew on the anniversary of enrollment, a default setting intended to provide uninterrupted benefits. However, recognizing that not all customers may wish to continue their membership and some may overlook adjusting their account settings before auto-renewal occurs, this SOP provides a structured approach to addressing refund requests. The aim is to maintain the satisfaction of our Cosmic Campers while adhering to the program's policies, ensuring a balance between customer contentment and policy compliance.
Best Practice
· Legally, we must honor a refund request if made within 3 days of the renewal fee being charged to the credit card.
· Timeliness in Replies
o Prioritize prompt responses to campers’ refund requests, recognizing these are time-sensitive matters. A swift acknowledgment that the request was received also mitigates stress or frustration a camper may be feeling.
o Efficient internal communication ensures refund requests are addressed and resolved within a reasonable timeframe.
· Tactful Attempts at Retention
o Attempt to retain the campers as members by highlighting the benefits of the loyalty program in a polite, pleasant, non-pushy manner, if the camper’s circumstances suggest they may still benefit from the program.
· Membership Cancellation Instructions
o If retention efforts are unsuccessful or if the reason for cancellation does not lend itself to suggesting retention, guide the camper on how to cancel their membership in their online account so the same situation does not occur next year.
Process
· Camper requests a refund by emailing or calling Camper Care
· Camper Care forwards the request to the Director of Communications ASAP
· The Director of Communications processes the refund if it is within 3 days of the credit card being charged and informs Camper Care.
o If the request is made outside of the 3 day window, exceptions will be weighed on a case by case basis
· Camper Care informs the camper that their refund has been processed. Refunds can take 5-10 days to appear on the bank statement. Camper Care instructs the camper to be sure to also log in to My Account on the Spacious Skies website and cancel their membership within their account as well. This prevents an automatic renewal from occurring in the future, and ensures the membership discount that they are no longer entitled to will not apply to future reservations.
Approvals
The Director of Communications approves and processes all refund requests for auto renewal membership fees.
Complimentary Cosmic Camper Loyalty Membership
We are excited to announce we are offering our 2024 seasonal campers a complimentary Cosmic Camper loyalty membership. Camper will be sent an email about this fun initiative and will reach out to active their membership. Stephanie, Courtney, and I will complete this process.
When a camper calls, please take down the following information for us to create their membership:
1. Name (first & last)
2. Email address
3. Phone number
4. What campground they are a seasonal camper at
You will let the camper know our Interstellar Seasonal Coordinators will create their membership and follow up with an email to them. You will send the information above to seasonal@spaciousskiescampgrounds.com or kiley@spaciousskiescampgrounds.com
Cancelling Cosmic Camper Loyalty Membership
Campers have 3 days to cancel their membership and receive a refund for their membership. We must check all 15 campgrounds to ensure they did not receive the 12% loyalty discount on a reservation.
If they have NOT received the discount, copy and paste the camper's name, email, and renewal date and email to kiley@
Preferred: If they have received the discount, let them know we are unable to cancel with a refund due to them already receiving the 12% on a reservation. Let them know they can cancel their membership online to prevent an auto-renew and they can enjoy the 12% savings for the year on all new reservation across our collection of campgrounds.
Escalation: If they have received the discount, we let them know we will be happy to cancel the membership and process the refund (same process as above), but we will have to remove the discount from their reservation and apply payment via their card on file.