Refund Requests- Article no. 1250

Introduction

  • Refunds of all types post to the General Ledger within 17 days after ALL of the following occur:
     
    • Account is totally disconnected
       
    • All adjustments are posted
       
    • All equipment is returned
       
  • Refunds are issued to the last method of payment if a credit/debit card was used, most others will default to a pre-paid refund card 
     
    • Exceptions are Customer Category 1 with Customer Type 7, A, C, F, G, J, M, Q, V and Y will still get a check (Larger Business Accounts)
       
    • Any customer with a foreign Bill To address 
       
  • Automation processes refunds into two separate batches; one batch for credit/debit card and one batch for all other methods of last payment
     
  • Credit and Debit Card refundsprocessback to the card on the same day the refund adjustment posts to the general ledger
     
    • Funds should be returned back to the bank or financial institution within 3 business days
       
    • To identify a card refund on the General Ledger, the ledger description reads Method of Payment Refund or Credit Card Refund
       
    • Pending credit card refund shows in the Pnd Pmt field as a charge and displays on the MOP/Payment History tab as Payment Src 'REF'
    • If a card is lost, stolen or closed since the last payment, the refund is still applied to that card account
       
    • If the card declines the refund, a paper check is sent to the name and address on the account
       
    • Any remaining balance is refunded by pre-paid card

       
  • Manual credit card refunds are processed weekly usually every Friday. Refund will go back to the card on file within 3 days of the refund adjustment
     
  • Pre-paid card refunds are processed one time 
     
    • Payments made by check, cash, Metavante, money order, direct debit, bank bill pay, lock boxare refunded via a pre-paid card
       
    • To identify a pre-paid card refund adjustment, the ledger description says PREPAID CARD REFUND
       
    • The prepaid refund card is mailed within 7 days of the adjustment posting to the ledger
       
    • The date the account displays PREPAID CARD REFUND is not the date its mailed
       
  • Ensure refunds are processed in a timely manner:
     
    • Be sure to add the correct Bill To Address when disconnecting
       
    • Do not check the Foreign Address box if the customer is not moving out of the US; this delays the refund
       

  • A pending refund generates to the Unapp Adj field; the amount shows on the GL and AR comments via these adjustment codes:

    • 99300 - generates a refund check
    • 99301 - generates a prepaid card refund
    • 99530 - MOP refund to a credit card
    • 99350 - Manual refund via credit card

       

Issues with the pre-paid card should be referred to ONBE (the card vendor) by the customer calling 877-871-1267 or visit login.mypaymentvault.com
 

  • Issues include card has not been received, card is not working, card has been misplaced, would like to transfer card balance to a bank account or request a paper check
     
    • ONBE will replace/reissue a card that is lost or stolen once
       
    • Any future requests to replace the card would be assessed a fee of $6.95 which would be deducted from the credit/refund balance on the card 
       
    • Customers must reach out to ONBE for this request 
       
  • If the customer claims they didn't get refunded full amount,  this should be handled by the agent as a billing issue
     
    • If additional credit is due, another card will be issued to the customer with a future refund run. The existing card will not be reloaded

 

Resolution Steps

When a refund does not auto-generate, enter a Case for Payment Processing for the reasons below and note the account accordingly:
 
  1. Credit balance over $250.00
     
  2. Credit balance under a dollar - customer does not want credit; wants credit reversed to zero out account
     
  3. NEVR accounts need a request submitted to release funds - install fee or deposit paid; customer never installed
     
  4. On active account with over/double payment or payment entered incorrectly - over $100.00 overpayment may be refunded
     
    • Delete payment if still pending
       
    • Credit balance under $100.00 remains on the ledger
       
    • Refunds are not processed when a prorate/credit is applied to the account. Credit is to be applied to next billing statement
       
  5. Missing refund check - review the General Ledger and confirm the date the check was issued
     
    • If over 45 days: Submit a Case. A new refund check will be issued in 7-10 business days
       
    • If under 45 days: Submit a Case. Let customer know there is a 45 day clearing-house wait period from the day the original check was issued
       
      • After 45 days, a new refund check will be issued in 7-10 business days
         
    • If no bill-to address, a check is mailed to service address
       
  6. To stop or change method of refund - (upon request only)
     
    • If by credit card - The refund goes back to the last card used and should not be changed unless rejected by credit card co.
       
      • If by check - verify and update mailing address
         
      • Install fee or deposit paid; customer never installed
         
      • Disconnected account is settled for over 14-17 days and refund did not generate
         
        • If the customer moved away, verify and update the bill-to address
           
      • Account must be settled (disconnected, equipment returned, adjustments posted, changes complete) before entering a request
         
        • Non-customer refund - non-customers requesting a refund must dispute the charge with their Debit/Credit Card company
           
        • Fill out the information and submit:
           
          Record Type Non Technical
          Reason Financial, Payments & Refunds
          Reason Detail Refund Issue/Inquiry
          Case Reason Refund Issue/Inquiry
          Destination Queue Payment Processing
          Notes Refund amount or does not want refund, address to send refund, contact number
        • Additionally, in notes:
           
          • If customer paid by credit card, add last 4 digits and expiration date
             
            • The refund is applied to the credit card
               
          • If customer paid by check, update the Bill to Address and note the case; the refund is sent to this address
             
          • If the customer requests a check refund be applied to a credit card, add the card to the account
             
            • Note last 4 digits and expiration date
  • The customer's bank (credit/debit) notifies the customer of two payments authorized on the same day:
     
    • Delete duplicate payment if still pending
       
    • Let customer know that double credit card authorizations are released within 3-5 business days
       
  • If it is more than 3 - 5 business days or the customer wants it released sooner, enter a case for Payment Processing
     
    • For a Release/Hold letter
       
      • Call Financial Services via Alvaria
         
      • After business hours, enter a case
         
        • Fill out the information and submit:
           
          Record Type Non Technical
          Reason Financial, Payments & Refunds
          Reason Detail Refund Issue/Inquiry
          Case Reason Refund Issue/Inquiry
          Destination Queue Payment Processing
          Notes Refund amount, address to send refund, contact number


        Additionally in notes:

        • Name, address, phone and fax number of the bank

        • Name of contact person at the bank (who is expecting the fax)
           
          • Only last 4 digits of the credit card/exp date that has the pending authorization
             
            • Provide the case number to the customer

Refund checks have an expiration date; they must be cashed in 90 days as noted on the check

To request a new refund check for the customer, enter a Case

Note: We will enter a stop / void on the check. However, if the customer cashes the voided check, they are responsible for any fees

  • To request a new refund check, enter a BOLT Case:
     
    Record Type Non Technical
    Reason Financial, Payments & Refunds
    Reason Detail Refund Issue/Inquiry
    Case Reason Refund Issue/Inquiry
    Destination Queue Payment Processing
    Notes Expired Refund Check, amount, where to mail new refund check, contact number
  • Provide the case number to the customer, and inform them it will take 1 to 2 business days to research
     
  • Note: When a refund check is expired for at least 3.5 years, this may be considered unclaimed property by the state
     
  • Before a refund is sent to the state, a letter is sent indicating that we are in possession of unclaimed funds
     
    • Follow the steps in the letter and reply by the date on the bottom of the letter, after the reply by date
       
    • Advise customer go to the state's treasury website to claim their property
       
      • If they are unable to locate the funds with the state, enter a case
  • Upon completion of the research, the customer receives the refund check or a call back from us
     
  • In the event the Payment Processing case is complete and the customer is calling back regarding the status, review the case history as well as the case comments with the customer
     
  • Case Closed:
     
    • When the time frame quoted in the case has passed and the issue is not resolved, review the case resolution, create a new case
       
    • Put relevant remarks in the case comments, and route to Payment Processing
       
  • Case Open:
     
    • Review the case in RT.  Place relevant remarks in case comments

Article ID: 186
Created: February 2, 2024
Last Updated: February 13, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=186