DIFY Refund Tool

Step 1 of 6

Guide Email(Required)

Use only your @godaddy.com email address. Customer email addresses should not be used here.

Is Marketing Services included?(Required)

Which product(s) does the customer want to cancel? (Check all that apply)(Required)

Website Build

Logo Service

Marketing Services Basic

Marketing Services

Hosting Renewal

Which product(s) does the customer want to cancel? (Check all that apply)(Required)

Marketing Services (MSP/MSS)

Website Build

Logo Service

Hosting Renewal

Plan Type(Required)

Business Name(Required)

What is the order total?(Required)

Why does the customer want to refund/cancel?(Required)

What steps have been taken to move the customer forward?(Required)

Please reach out to WDS Leadership for additional assistance.

Website Build

Has any work been started?

Has it been more than 180 days since the build was purchased?

Was the ticket closed as part of a backlog close or due to inability to connect with the customer?

Has it been more than 30 days since the build was purchased?

Was the ticket closed due to inability to connect with the customer?

Does the customer currently have an open ITC?

Has it been more than 2 business days since ITC was submitted?

Has the site been completed?

Does the customer have MSB?

Website Build Phase?

Per our TOS, the customer would not be eligible for a refund.
Explain that instead, you can submit a request for them to the Customer Experience Team, and they will discuss options with them to move the build forward.

Advise the customer that at this time, the build is more than 180 days out since the date of purchase. Per our TOS, it would not be eligible for a refund.
Please work with the customer to get them back on track to finish the build, and reach out to L2 chat if you need additional assistance in doing so.

Per our TOS, the customer would not be eligible for a refund.
Explain that instead, you can submit a request for them to the Customer Experience Team, and they will discuss options with them to move the build forward.

Advise the customer that at this time, the build is more than 30 days out since the date of purchase. Per our TOS, it would not be eligible for a refund.
Please work with the customer to get them back on track to finish the build, and reach out to L2 chat if you need additional assistance in doing so

Confirm the phone number and email address we have for the customer. Check the open ITC for attempted outreach from a CEM.
Reach out via slack to the assigned Escalation Specialist to see if they are available to take the call or if a callback will occur.
If the customer is okay with a callback, please add notes on the ITC with customer availability and contact info, then tag the assigned Escalation Specialist.
If the customer does not want to wait for a callback and wants it addressed right away, please open up an L2 chat and escalate the request there, so someone on the team can take the call.

Advise the customer that we currently have an open refund request for them, and it is being reviewed by our Customer Experience Managers.
Confirm the phone number and the email address we have for the customer. Explain that the CEM will reach out to the customer within 1-2 business days from when the request was submitted.

Customer’s site has been completed, and they are not eligible for a refund.
Advise, the customer they can purchase an MSB plan, and we can still make changes to the site to get it to where it needs to be.
If they choose to purchase, please discuss what the customer is unhappy about with the site, and advise we will submit a ticket to have the fixes completed. Set the expectation of 1-2 business day turnaround time and that we will reach out with any questions or when the ticket has been completed.
If they are not willing to purchase an MSB plan, advise the customer that our Owner’s Manual videos can walk them through how to make changes to their site.”
If customer escalates, please open up an L2 chat for further assistance.

Customer’s site has been completed, and they are not eligible for a refund.
Advise, since the customer has MSB, we can still make changes to the site to get it to where it needs to be. Please discuss what the customer is unhappy about with the site and advise we will submit a ticket to have the fixes completed.
Set the expectation of 1-2 business day turnaround time and that we will reach out with any questions or when the ticket has been completed.

Schedule CEM call via Calendly
Advise 1-2 business days for CEM callback.

Schedule CEM call via Calendly
Advise 1-2 business days for CEM callback.

Advise 1-2 business days for CEM callback.

Schedule CEM call via Calendly
Advise 1-2 business days for CEM callback.

Schedule CEM call via calendly
Advise 1-2 business days for CEM callback.

Logo

Has any work been started?

Has it been more than 30 days since the logo was purchased?

Does the customer currently have an open ITC?

Has it been more than 2 business days since ITC was submitted?

Has the logo been completed and final files sent?

Logo Build Phase?

Per our TOS, the customer would not be eligible for a refund.
Explain that instead, you can submit a request for them to the Customer Experience Team, and they will discuss options with them to move the build forward.

Per our TOS, the customer would not be eligible for a refund.
Explain that instead, you can submit a request for them to the Customer Experience Team, and they will discuss options with them to move the build forward.

Advise the customer that we currently have an open refund request for them, and it is being reviewed by our Customer Experience Managers.
Confirm the phone number and the email address we have for the customer. Explain that the CEM will reach out to the customer within 1-2 business days from when the request was submitted.

Confirm the phone number and email address we have for the customer. Check the open ITC for attempted outreach from a CEM.
Reach out via slack to the assigned Escalation Specialist to see if they are available to take the call or if a callback will occur.
If the customer is okay with a callback, please add notes on the ITC with customer availability and contact info, then tag the assigned Escalation Specialist.
If the customer does not want to wait for a callback and wants it addressed right away, please open up an L2 chat and escalate the request there, so someone on the team can take the call.

Advise the customer of 1-2 business days for outreach from CEM.
If the customer is escalated, start L2 chat to get assistance with live transfer to CEM.

Advise the customer of 1-2 business days for outreach from CEM.
If the customer is escalated, start L2 chat to get assistance with live transfer to CEM.

Marketing Services Basic

Which of the following applies to what/why the customer is wanting to refund?

When did the customer purchase plan?

What was the term length?

Was the plan used during the billing period?

How many months?

Was plan within scope of support?

Was there any personal circumstance or hardship that warrants a refund?

Has it been more than 48 hours since transaction?

Has it been more than 30 days since transaction?

Advise, since the plan has been utilized during the billing period, per our TOS, the customer is not eligible for a refund.
Please explain this to the customer and advise you can turn off the auto-renewal for the plan (if applicable) so it does not automatically charge the customer on the renewal date.
If the customer requests this, please make sure to turn off the auto-renewal in the customer’s MYA while they are on the phone with you.
If the customer escalates or is insistent on a refund, open up an ITC (link to ITC) and advise we will have one of our CEMs review.

Advise, since it has been more than 48 hours since the MSB monthly plan transaction was completed, per our TOS, the customer is not eligible for a refund.
Please explain this to the customer and advise you can turn off the auto-renewal for the plan (if applicable) so it does not automatically charge the customer on the renewal date
If the customer requests this, please make sure to turn off the auto-renewal in the customer’s MYA while they are on the phone with you.
If the customer escalates or is insistent on a refund, open up an ITC and advise we will have one of our CEMs review.

Advise, it has been more than 30 days since the MSB annual plan transaction was completed, per our TOS, the customer is not eligible for a refund.
Please explain this to the customer and advise you can turn off the auto-renewal for the plan (if applicable) so it does not automatically charge the customer on the renewal date.
If the customer requests this, please make sure to turn off the auto-renewal in the customer’s MYA while they are on the phone with you.
If the customer escalates or is insistent on a refund, open up an ITC (link to ITC) and advise we will have one of our CEMs review.

Advise the customer that you’ve submitted the refund request to be reviewed by one of our Customer Experience Managers and they should hear back within 3-5 business days via email regarding approval or denial. Then, send the customer an email using the Email Template provided.

Hosting Renewal (BPO Only)

When did the customer purchase plan?

What was the term length?

Was there any personal circumstance or hardship that warrants a refund?

Has it been more than 48 hours since transaction?

Has it been more than 30 days since transaction?

Advise, since it has been more than 48 hours since the hosting plan transaction was completed, per our TOS, the customer is not eligible for a refund.
Please explain this to the customer and advise you can turn off the auto-renewal for the plan (if applicable) so it does not automatically charge the customer on the renewal date.
If the customer requests this, please make sure to turn off the auto-renewal in the customer’s MYA while they are on the phone with you.
If the customer escalates or is insistent on a refund, open up an ITC (link to ITC) and advise we will have one of our CEMs review.

Advise, since it has been more than 30 days since the hosting plan transaction was completed, per our TOS, the customer is not eligible for a refund.
Please explain this to the customer and advise you can turn off the auto-renewal for the plan (if applicable) so it does not automatically charge the customer on the renewal date.
If the customer requests this, please make sure to turn off the auto-renewal in the customer’s MYA while they are on the phone with you.
If the customer escalates or is insistent on a refund, open up an ITC (link to ITC) and advise we will have one of our CEMs review

Advise the customer that you’ve submitted the refund request to be reviewed by one of our Customer Experience Managers, and they should hear back within 3-5 business days via email regarding approval or denial.
Then, send the customer an email using the Email Template provided.

DIFY Refund Tool

Website Build

Logo

Marketing Services Premium

Marketing Services Basic

Hosting Renewal (BPO Only)