Billing_Refund

Samana Batool Updated by Samana Batool Permissioned article This article is internal and cannot be seen by public viewers.

Billing and Refund

All refunds are primarily logged through Pipefy, which are then approved by the refunds team and then further processed by Debbie.
Helpful Canned Response:
Refund Request / Line Hotlined
Refunds can only be sent on the same card on which the amount was charged. It is not possible at all to send a refund to any other card

Reasons for Refund

1. Internal Port:

Whenever a customer wants to do an internal port, and wants a refund for the unused plans, there are two ways to do it:

  1. Cancel the plans first and then log the refund, so customer is unable to use the plans.
  2. Or the customer should be asked to get back to us once the internal port is completed and then the refund should be logged for the unused plan.

How to make sure that internal port has been completed?

Please refer to the screenshot below and note the following things

Go to subscriber’s profile and check if:

  1. There are two different networks (Super LTE and GSM LTE).
  2. The first 10 digits of the line number are same on both of the SIM cards and there are three more zeroes at the end of a ported out line.
  3. The status of a ported line also shows the status as “Port out”.

How to log a refund once the internal port has been completed?

  1. Always check for the order number against the ported out SIM card. You can check it through the SIM card number as highlighted in the screenshot attached below.
  2. Log a refund for that specific order number (210912928), not for the order number (479505064) which is currently active and is in use.
NOTE: We never mix up the refunds for Super LTE and GSM LTE. Both of these networks are different and their finances are handled differently
2. External port:

Whenever a customer wants to externally port from our network to another, and wants a refund for the unused plans, there are two ways to do it:

  1. Cancel the plans first and then log the refund so customer is unable to use the plans.
  2. Customer should be asked to get back to us once the external port has been completed and then the refund should be logged for the unused plan.

How to make sure that external port has been completed?

Please refer to the screenshot below and note the following things:

Go to subscriber’s profile and check if:

  1. There are three more zeroes at the end of a ported out line.
  2. The status of a ported line also shows the status as “Port out”.
image.png

How to log a refund once the internal port has been completed?

  1. Always check for the order number against the ported out SIM card. You can check it through the SIM card number as highlighted in the screenshot attached below.
  2. Log a refund for that specific order number (364231646), not for any other order number which has been used or is currently active on another line.
    image.png
3. Service Cancellation:

Refer to this Guide.

NOTE: If the order was partially used, we prefer to refund the partial amount unless we are dealing with a VIP customer or if the customer insists on having a full refund or if its the case of Risk Free Trial.
When Hotlining a SIM Card, the system might take a minute or two to process this. Sometimes PSS state that they have Hotlined a SIM but it actually fails. So in such cases, If hitting the Hotline function does not actually hotline the sim, go through Change Status function and change the status of the SIM Card to “Hotline”.
4. SIM Cleaning:

Whenever you do a SIM Cleaning or you get the SIM cleaned by any TL, please make sure that customer has been refunded if its justified. When investigating for the refund, please keep in mind that we can't charge a customer fees twice for the same month of plans.  

NOTE: If the order was partially used, we prefer to refund the partial amount unless we are dealing with a VIP customer or if the customer insists on having a full refund or it is the case of Risk Free Trial.

Agent errors

Agent errors include duplicated purchases, wrong plan purchases and anything else for which the customer shouldn’t be charged but he/she was mistakenly charged by us.

Contact Debbie or Junaid (If it’s in the middle of night in USA) on Google Chat urgently to get the issue resolved right away. Follow the instructions of Debbie and Junaid.

Customer errors:

If a customer attempts to activate a sim multiple times or buys a plan multiple times, hit Debbie up or if it's in the middle of night in USA, contact Junaid.

Plan Order Refund

When the customer wants to cancel the services and requests to hotline number or when the customer wants to cancel an accidental top up.

  1. PSS identifies what are customer needs:

    To cancel the services - follow this Guide.

    In case of accidental top up:
    1. PSS can ask for order ID or check recent order on Order page to identify purchase ID.

    2. PSS goes to Sim Page. Near each plan there is a purchase ID -> PSS should match that with the purchase ID (by placing the cursor on plan).

    3. PSS cancels the plan with the same purchase ID.
  2. PSS adds comments to Admin Portal at Subscriber profile page.
  3. PSS fills out the “Refund Requests” pipe/form in Pipefy also referred to as regular refund internally.
    When filling out the form, please be as accurate and detailed as possible. When choosing the refund reason in the form from the dropdown menu, please try NOT to select Other options; rather go through the presented options and choose the one that best fits the scenario.
    Please bear in mind that RFT: Risk Free Trial supersedes other reasons. E.g. if a customer is asking for a refund because of network issues and is within the 14 day trial period, please use the Risk Free Trial option as the reason for refund instead of network issue.
    Note: Sometimes, customers use a promo code to get a free SIM card but pay for the Fast shipping. That $2 refund should come through “Refund Requests” as well.
  4. PSS should notify the customer that the plan is cancelled/line is hotlined and the refund is filed. PSS also should notify customer that it will take 2-5 business days for processing.
  5. Once PSS logged the form, a Team Lead will review it inside the Refund Requests pipe and approve it. Once approved, a row in the Pipefy Master Spreadsheet will be created and Debbie will refund it.

SIM Card Order Refund

  1. We refund SIM orders through SIM Cancelation pipe/form in Pipefy. If a customer wants to cancel a SIM order, please log that form and write the refund amount as well, if a refund is needed for that order (i.e. the order is not a free order).
  2. Saif will cancel the order as long as it’s not shipped and Debbie will refund it if needed.
  3. Sometimes, Saif will first cancel the order and then request the PSS to log a regular refund request. In that case, please log the regular refund request form and choose the reason: SIM Cancellation by Saif.

Bulk SIM Card Order Refund

For Bulk Orders, we always log the Bulk Compliance form/pipe in Pipefy.

Notes:

  • If the order is approved, no refund is usually needed.
  • If the order is disapproved, we refund it from the Bulk Compliance pipe so no need to log an additional refund request. Saif will let you know if you need to notify customer.

Phone Order Refund

PSS follow these instructions

Scheduled Plans Cancellation

For all of the scheduled plans, our first priority should be requesting the customers to cancel the plans on their own. However, if they insist on getting the plans cancelled by us, follow these steps:

  1. Cancel bill, by clicking on the 'Cancel Bill' option on AP, as shown in the picture.
    image.png
  2. Then go to the order link.
  3. Look at the cases below and follow the instructions accordingly:
    image.png
    CASE 1: Check if the order status is “cancelled” and the status of Events “CANCEL_OR_REFUND”.“CAPTURE” is “SUCCESS” (PLEASE REFER TO THE SCREENSHOT BELOW), then there is no need to log a refund for that order.
    image.png
    CASE 2: Check if the order status is “cancelled” and the status of event “CAPTURE” is “Pending” then there is no need to log a refund for that order as well.
    When Hotlining a SIM Card, the system might take a minute or two to process this. Sometimes PSS state that they have Hotlined a SIM but it actually fails. So in such cases, If hitting the Hotline function does not actually hotline the sim, go through Change Status function and change the status of the SIM Card to “Hotline”.

Understanding Adyen Summary of the Order Pages

  • This order does not have the funds captured yet, if the Adyen Summary status is “Authorization”.
image.png
  • This order has the funds captured if the Adyen Summary status is “Capture” and order status is “Fulfilled”.
image.png
  • This order has the funds cancelled and/or refunded, and the order updated to cancelled. There is no need to request a refund but please fill a pipefy form for record purposes if Adyen Summary status is “Cancel-or-Refund” and Order status is “Cancelled
image.png
  • Sometimes Adyen adds this “Failed status due to insufficient balance”. In that case if the Adyen summary status is “Capture”, so we do have these funds and we shall log a refund for it. If the Ayden summary status ever shows “Pending” instead of “Capture”, it is when there is an issue, but this is rare. We should contact Debbie or Junaid in that case.
image.png



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