Surcharge Refund

Surcharge Refund

If a customer reaches Escalations requesting a refund of the $10 surcharge only, follow these steps:
  1. Attempt to explain the reason for the surcharge
  2. If customer still demands the $10 refund, verify the payment was made and gather all information required to fill out the Deductible Reimbursement Request Form.
View the Service Fee Surcharge Script article for additional talking points and rebuttal scripts.

Process

  1. View the payment details on the Service Request Payment tab in Zoho.
    1. Verify payment was successful
    2. Verify payment amount (should be $10 more than the deductible)
    3. Verify the last 4 digits of Credit Card used (keep this info for later use)

  2. If unable to retrieve this information from Zoho, swivel to TIMX SCM.
  3. Open Customer Record.
  4. Click Menu Options, then select Billing.
  5. On the Billing screen, locate the Claim Deductible Payment and verify the Paid Amt is $10 more than the deductible.
  6. Click Payment Screen.
  7. On the Payment Entry pop-up, click Payment History.
  8. On the Payments View screen, locate the correct payment.
    1. Verify payment was approved
    2. Verify payment amount (should be $10 more than deductible)
    3. Verify last 4 digits of Credit Card used (keep this info for later use)
  9. Swivel to the Interchange.
  10. Click Call Center Operations.
  11. Under Call Center Operations Quick Links, select Deductible Reimbursement Request.
  12. Click New.
  13. Enter all Required information, then click OK.
    1. Customer Name
    2. Contract Number
    3. Service Job
    4. Amount: $10
    5. Credit Care: Enter last 4 digits of Credit Card used
    6. Reason for Reimbursement: Surcharge Refund Request
    7. Status

  14. Enter a Comment in the Service Request advising of all pertinent information.
If a new Service Request needs to be created for any reason, click here for the surcharge collection process.



    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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