Billing, Refunds, Cancellations ETC.

Question 1

What do you do if the customer asks to remove their card from our system?

Answer 1

If they do not have any subscriptions on the file you would just create a ticket for Melissa to remove the card. Remember to always include the last four of the card in the ticket!

Question 2

How do you edit the card on file?

Answer 2

In Chargedesk click EDIT> EDIT CARD ON FILE>SECURELY UPDATE THE CARD BELOW

Question 3

Can you cancel add on services (DUNS, STI, SUI, COGS< CC, Sellers permits, etc)?

Answer 3

Yes, if no work has been done for that service. If you are unsure if any work has been done, please ask a neighbor or supervisor

Question 4

Can you cancel a full order?

Answer 4

Only if the customer reached out within 24 hours and absolutely NO work has been done. (A rejection is considered work done) If there has been work done on the account you will need to create a ticket for a cancellation specialist.

Question 5

How long does it take for a cancellation specialist or supervisor to reach back out to a customer?

Answer 5

Normally 24-48 hours.

Question 6

If someone calls in saying that their card was used without their permission, what would you do?

Answer 6

1. Pull up the fraud training sheet
2. Explain who Swyft Filings is and what we do (sometimes their spouse, kid, parent etc used the card)
3. Ask for the last four of the card, the charge amounts, and dates- then try to find the charges in chargedesk
4. If you are able to find the charges in chargedesk use the email to pull up the account. If you are unable to find the charges or an account please ask for a bank statement
5. If they are really fraudulent charges process a refund and block the account. If the person would like account information they will need to file a police report

Question 7

If a customer calls in or emails and requests to cancel what steps do you take?

Answer 7

1. Ask WHY? Try to use different retention methods- only if the business is under review or filed and rejected. If the business has been approved we CANNOT process a refund.
2. If you are unable to save the order and work has been done you will need to create a ticket for a cancellation specialist (include why the customer wants to cancel) and place the order on hold
3. Advise the customer that a cancellation specialist will be in contact within 24-48 hours
4. Cancel any subscriptions on file so that they are not charged more (you can cancel add ons just not the main package)

Question 8

If a customer calls in and the order has been filed with the state, can the order be cancelled?

Answer 8

If the order has already been filed with the state, the order cannot be cancelled. (special circumstance: the state rejects the filing, and it is sent back to Swyft Filings)