Use Salesforce to create a Refund Case
Use the cx's email address and search it on Salesforce.
Choose one of the cx's appts/contacts then click on Cases "New" at the top right of the page.
Choose Outbound Support
Fill out the important fields - Issue Category and Issue Type then click on Save.
Once the case is created, click on "Post" tab and add your notation.
Click on the "Email" tab, and add on the Subject Line: "Refund Request | (Appt ID #)"
Send template to the cx:
Hi ,
Thank you for reaching out regarding your refund request. Our team is currently reviewing your request and will be sending an update within the next 72 hours.
Thank you,
Puls Support Team
Go to the Case Details at the right side of the page then update the Subject Line to: "Refund Request | (Appt ID #)"
Submit an RR in Slack - TD_RR channel
Click on the (+) button and under Workflows choose Refund Request, fill out the fields, and then Submit.
Send a chat message to tech and ask for his feedback. (Edit your message depending on the information given by the customer)
"Hi (tech's name), this customer is asking for a refund stating that (cx's reason for RR). May we please get your feedback on this?"