DIFY Refund Tool "*" indicates required fields Step 1 of 7 14% This field is hidden when viewing the formRefund EntryGuide Email* Use only your @godaddy.com email address. Customer email addresses should not be used here.Is Marketing Services included?*Select OneNoWebsite Care/Marketing Services Basic (MSB)Marketing Services Premium (MSP)Which product(s) does the customer want to cancel? (Check all that apply)* Website Build Logo Service Website Care/MSB Marketing Services Hosting Renewal Which product(s) does the customer want to cancel? (Check all that apply)* Marketing Services Premium (MSP) Website Build Logo Service Hosting Renewal Plan Type*Essential WebsiteStandard WordPressPremium WordPressPremium Store (WooCommerce)LogoWebsite Care/MSBManaged WordPressPlan Type*Marketing Services Premium (MSP)Website Design (WDS)WDS + MSP BundleBusiness Name*What is the order total?*Reason for ITC*Select OneSales Expectations/ Misqualification - Prohibited Content or Sensitive IndustrySales Expectations/ Misqualification - Functionality not availableSales Expectations/ Misqualification - Wrong Plan/ProductSales Expectations/ Misqualification - Process ExpectationsSales Expectations/ Misqualification - Renewal cost not disclosedChargeback - Customer Pending ChargebackBuyers Remorse - Too Expensive/Economic HardshipsBuyers Remorse - Business Closing/Not LaunchingUnhappy with Process - Poor Communication/ Lack of ExpertiseUnhappy with Process - Timeline/SLAUnhappy with Design - Missed UpdatesUnhappy with Design - Layout/ContentTechnical IssuesIs the product still active?* Yes No Why does the customer want to refund/cancel?*What steps have been taken to move the customer forward?* Before moving forward, please confirm the item(s) below have been completed. Have confirmed with a manager that we cannot service the industry in the #serviceability-questions Before moving forward, please confirm the item(s) below have been completed. Must first have confirmed we cannot achieve the functionality needed through the functionality request form. See the full process outlined here. Have the item(s) above been confirmed?* Yes Website BuildHas any work been started?*YesNoHas it been more than 180 days since the build was purchased?*YesNoWas the ticket closed as part of a backlog close or due to inability to connect with the customer?*YesNoHas it been more than 30 days since the build was purchased?*YesNoWas the ticket closed due to inability to connect with the customer?*YesNoDoes the customer currently have an open ITC?*YesNoHas it been more than 2 business days since ITC was submitted?*YesNoHas the site been completed?*YesNoDoes the customer have MSB?*YesNoWebsite Build Phase?*Not StartedInitial Consultation CompletedFirst Draft DeliveredPost-Revisions Draft DeliveredPublished 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. 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. Schedule CEM call via calendly Advise 1-2 business days for CEM callback. LogoHas any work been started?*YesNoHas it been more than 30 days since the logo was purchased?*YesNoDoes the customer currently have an open ITC?*YesNoHas it been more than 2 business days since ITC was submitted?*YesNoHas the logo been completed and final files sent?*YesNoLogo Build Phase?*Logo - Not StartedLogo - Revisions 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 PremiumIs MSP plan currently active?*YesNoWas the Auto Renewal turned off?*YesNoDoes the customer currently have an open ITC?*YesNoHas it been more than 2 business days since ITC was submitted?*YesNo You do not need to submit an ITC, as one will be automatically created and handled by CEMs. If there is already an A/R Off ITC created for the customer, and the renewal date is more than 10 business days out, you can email MS_RetentionTeam@godaddy.com advising the customer is requesting follow up. If the customer is escalated, you can reach out to Kim Adair via Slack to see if she is available to reach out to the customer. 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. If the customer has an Auto Renewal Off ITC, you can reach out to Kim Adair via Slack to see if she is available to reach out to the customer. 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. Schedule CEM call via Calendly If the customer is escalated, start L2 chat to get assistance with live transfer to CEM. Schedule CEM call via Calendly If the customer is escalated, start L2 chat to get assistance with live transfer to CEM. Marketing Services BasicWhich of the following applies to what/why the customer is wanting to refund?*MSB (Renewal, DIY, New Build with open MS)OOS MSB Initial Ticket submissionWhen did the customer purchase plan?* MM slash DD slash YYYY What was the term length?*MonthlyAnnualWas the plan used during the billing period?*YesNoHow many months?*Was plan within scope of support?*YesNoWas there any personal circumstance or hardship that warrants a refund?*YesNoHas it been more than 48 hours since transaction?*YesNoHas it been more than 30 days since transaction?*YesNo 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?* MM slash DD slash YYYY What was the term length?*MonthlyAnnualWas there any personal circumstance or hardship that warrants a refund?*YesNoHas it been more than 48 hours since transaction?*YesNoHas it been more than 30 days since transaction?*YesNo 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.
