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--- reasons:told_refund [2025/09/16 13:02]
216.73.216.115 old revision restored (2025/07/04 13:53)
+++ reasons:told_refund [2025/09/16 13:17] (current)
216.73.216.115 old revision restored (2025/07/04 13:42)
@@ Line 3: / Line 3: @@
 You will need to verify whether we have issued the refund. Check the **Transactions** tab in the CRM and look at the **Refunds** column.
-{{:reasons:refund_5.png|}}
+===== The refund shows as posted =====
-The refund may take 2-3 days to appear back on the bank statement. If it has been longer than that, let the customer know that [[general:managing_call_backs|you will get back to them]] and escalate to your manager.
+{{:reasons:refundposted.png|}}
-===== The customer returned the order =====
+Verify that the card has not been cancelled. We cannot refund to cancelled cards.
-You will need to [[howto:return_status|check the status of the return]].
+Most refunds take 2-3 days to appear on the bank statement. In some cases, it can take up to 10 business days. If it has been longer than that, let the customer know that [[general:managing_call_backs|you will get back to them]] and escalate to your manager.
-__If the customer mailed the products back without an RMA number:__
+**Talk Track:** //I can see that your refund has been successfully posted to your banking institution. Sometimes the bank will hold back the transaction from appearing on your statement until it has been approved. This usually takes a day or two, but I have seen it take up to 10 business days. Thank you for your patience.//
-You can [[howto:return_status|check FAFS]] to see if the product arrived. Refunds are only processed automatically for shipments that include an RMA number.
+===== The refund shows as Pending =====
-If the item is not in FAFS, it may not have arrived yet. The customer should provide a tracking number to show proof of delivery.
+{{:reasons:refundpending.png|}}
-If the item is in FAFS, then you are permitted to [[howto:refund|issue the refund]] (minus $9 restock fee per item).
+Verify that the card has not been cancelled. We cannot refund to cancelled cards.
-__If the customer mailed the products back with an RMA number:__
+The Pending status means that the bank has not accepted the refund. This may be due to a temporary technical issue. Our system will keep retrying until successful.
-You can [[howto:return_status|check FAFS]] to see if the product arrived. The refund will be processed within 5 business days of receipt.
+**Talk Track:** //It seems that your banking institution is declining the refund. This is common and usually the refund will post successfully in a day or two. Our system will keep retrying every day until it is successful. I have seen it take up to 10 business days. Thank you for your patience.//
+===== There is no refund showing =====
+Review the notes from previous interactions with Customer Service and determine if they qualify for a refund.
+===== The customer returned the order =====
+You will need to [[reasons:where_is_refund|check our returns database]].

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