Refunds

Refund Timelines

PayPal: 3-5 Business Days
Other Payment Methods: 7-10 Business Days

Refund Process

When a customer requests a refund for their entire order, agents should process the refund as a single transaction rather than refunding each product individually.

Process the refund total on this section in SIO:

EX: If the customer requested a refund for both MBC & MBPS, you don’t need to process the refund per product separately using the refund button in the features tab. All you have to do is refund the total amount under Void/Refund section.

Blacklisted and Chargeback

When a customer initiates a chargeback or opens a dispute with their bank, our process is to refer them back to the bank. Now, we will kindly request the customer to close the dispute before proceeding further.
In our response to the customer, we will assure them that we are committed to resolving their issue and processing a refund, if applicable. We believe that this approach will help us avoid chargeback fees and maintain a positive relationship with our customers.
Once the customer has closed the dispute, we will promptly process their refund or address their concerns to their satisfaction.

Macro: Chargeback/Blacklisted Status

Disputes and BBB Threats

When a customer is threatening to file a dispute to her bank regarding the charges, the agents should:

DO NOT offer retention; instead, process a refund within 60 days.
If the customer is insistent and does not accept 60 days, agents are empowered to refund up to 120 days without Manager's approval.

When a customer is threatening to file a complaint to BBB, the agents should:

Offer appropriate retention.
If the customer declines the retention, process only up to 60 days refund.

Void versus Refund

Void transactions are different from refunds. With void transactions, the transaction is stopped before any money is transferred from the customer's account to the merchant's. Refunds, however, are issued after a transaction has settled and the merchant has received payment.

Time Frame

Void: 24-48 hours
PayPal Refund: 3-5 business days
Other Payment Methods: 7-10 business days

Note: No void option for PayPal, only refund.

Charges Breakdown

If a customer inquires about their charges, avoid taking screenshots of our tools. Instead, provide them with the invoice, as it is more relevant and easier to understand.

PayPal Refund Only

PayPal does not offer a void option. If a customer uses PayPal as their payment method, the only available action is a refund. If you do not see the void option, it's a clear indication that the payment was made via PayPal.

Please ensure to inform customers of the proper refund timeline: PayPal refunds typically take 3-5 business days to process.

Physical Product Refund & Shipping Fee

If a customer requests a refund for their physical product, a full refund (base price, sales tax and shipping fee) should be processed to their original payment method. However, the customer is responsible for any return shipping fees, as these will not be refunded.

Alternatively, the customer may refuse delivery, and the courier will return the product to us directly.

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