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Refund Process
The following process is launching on a rolling basis to the WDS team between July 18 and August 1, 2019. If you haven't been trained on the process below, please continue to follow our current process with the S&R team.
- Rescope, deescalate, build value
Website Specialists should attempt to re-scope any issues that arise before or during the intake call (ex: buyer's remorse, mis-qualified plan), and they should deescalate and build value if a customer expresses dissatisfaction/concerns without requesting a refund/cancellation. - Get supervisor approval
If a customer requests a refund or cancellation for their WDS Build or Website care, the Website Specialist MUST get supervisor approval to set up a call with a Customer Experience Manager. - Complete the Retention Form
Once approved, click the "WDS Retention Process" button on the right and complete the form prompts. - Customer Experience Manager takes it from there...
Within two business days, a Customer Experience Manager will call the customer to discuss their available options. They'll first offer solutions tailored to the customer's concerns and may process refunds and cancellations if necessary.
