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This will guide you on how to handle customer follow-up for refund requests.
PROCESS
SEARCH FOR THE DEAL
Go to HubSpot and search for the customer’s deal.
Check if there is an existing task for the Finance Team.
IF A TASK ALREADY EXISTED:
Inform the customer that the Finance Team is currently working on their request.
Check the Refund Timeline to determine if the follow-up is still within the expected timeframe.
If there is a delay, apologize and assure the customer that a follow-up will be made.
IF NO TASK YET:
Click "Create Task".
Use the #finance-customerrefundrequest snippet and fill out the necessary information.
Once completed, click "Create" to submit the task.
REFUND TIMELINE
GENERAL REFUNDS
20 - 25 Business days
Cancellation COP
Overpayments
Flights Refunds (opt to LO)
Refund of Flight Contributions
ON-TOUR REIMBURSEMENTS
If receiving reimbursement from the supplier, we will not process refund prior to receiving funds from the supplier
Min turnaround time: 30 business days
If no reimbursement from suppliers: 7-10 business days
For the following refund requests, please see below timeframes:
Removal of Optional Tours
Date UA
Removal of Optional Tours or Pre/Post nights
Was eligible at time of booking for promotion or discount but didn’t claim it.
Timeframes:
7-10 days
If Supplier is required to first refund IV, if value is under $250 then 7-10 days
If Supplier is required to first refund IV, if value is over $250 then 30 days or as soon as received.
Keywords: refund status, refund tracking, refund task, refund delay, follow-up on refund
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