Knowledge base » Other » Guard Street Refund Policy/Chargeback avoidance
Guard Street Refund Policy/Chargeback avoidance
•Refund Policy-02/27/2020
EFFECTIVE IMMEDIATELY:
While we will maintain our refund policy of a 30 day guarantee and refund a customer’s money within the first 30 days and maintain that after that period there will be no future billings, we will make a slight change for American Express customers.
· Should any AMEX customer indicate that they never enrolled in our program and requests their money back, please provide their money back up to two months. Should additional months be required, inform the customer that you will need to seek approval before issuing the refund, however, inform the customer that it is our policy to issue the refund for them.
· In all cases, if anyone says (AMEX or non-Amex) that they never signed up for our program, this must be indicated in the Notes section of the CRM and escalated to the Guard Street team.
Policy Summary:
EFFECTIVE IMMEDIATELY:
While we will maintain our refund policy of a 30 day guarantee and refund a customer’s money within the first 30 days and maintain that after that period there will be no future billings, we will make a slight change for American Express customers.
· Should any AMEX customer indicate that they never enrolled in our program and requests their money back, please provide their money back up to two months. Should additional months be required, inform the customer that you will need to seek approval before issuing the refund, however, inform the customer that it is our policy to issue the refund for them.
· In all cases, if anyone says (AMEX or non-Amex) that they never signed up for our program, this must be indicated in the Notes section of the CRM and escalated to the Guard Street team.
Policy Summary:
- First 30 days – Issue refund
- Post 30 days – No credit unless it is requested
- If the AMEX customer indicates they never enrolled AND want money back – 2 months, then escalate.
- If any other MOP claims they never enrolled, CSR must note account and escalate to their supervisor. Do not issue any credit unless requested, unless the bank is on the phone, unless they threaten legal action, they are irate or calling the credit card company. The supervisor may approve issuing one month without an escalation to Guard Street.
