Subject: Updates: Refund Handling
From: Ashok Katoch <[email-masked]>
To: samir kumar <[email-masked]>, krishna tiwari <[email-masked]>, Amit Tripathi <[email-masked]>, Roshan chetri <[email-masked]>, Danish Afzal <[email-masked]>, Rajeev kandpal <[email-masked]>, Nella Jemino <[email-masked]>, Manish Negi <[email-masked]>, Jade Cuizon <[email-masked]>, Govind Nayal <[email-masked]>, Claire Ledesma <[email-masked]>, Anshul Pannu <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>
Cc: Akhil P Walia <[email-masked]>, subir <[email-masked]>
Date: Mon, 23 Jul 2012 17:37:13 +0530 (IST)

Hi All, 

We have a very important update from the client :- 

Refund requests and New Protocol. 
Due to the current situation with the TV boxes, any refunds to be issued has to be approved by Chantelle until further notice. 
This includes the current retention refund offerings in place today. Since the refunds will increase we have to monitor it closely so that we do not reach astronomical amounts and stay compliant with our providers. 
Requests needs to be filled in to the “Daily Refund Approval Request Report” and sent daily in order for customers to be answered with in a 24 hour SLA time period. 
The billing agent will not be able to issue a refund unless they have checked the report and see that it has been approved by Chantelle. 

Refund Reason Matrix 	

Refund Types 	

Definition of Refund Type 

Yearly Renewals 	

The subscription was renewed and customer no longer wants to continue the subscription. 

Threats 	

Escalated issues like chargeback, Reporting us to consumer organizations, legal, Attorney generals etc. 

Channel Changes 	

Removal of channels/content issues 

Technical Issues 	

VOD, buffering etc. 

Downtimes 	

Channel Downtime 

Vacation/Returning to India 	

Customers leaving for vacation reasons or returning to India indefinitely. 

Content 	

Not interested in the current content, taken on another service, etc. 

Other 	

Anything that is not defined above 

You need to report the refund request in the first tab of the “Daily Refund Approval Request Report”. 

Refund of TV Boxes. 

As mentioned above, due to the current situation with the TV boxes, any refunds to be issued have to be approved by Chantelle until further notice. 

New protocol moving forward until further notice is: 

1. TV Box – Based on the notification the customer will receive, the customer is entitled to a full refund of their TV box. Before the refund can be issued it needs to be added to the “Daily Refund Approval Request Report” and sent to Chantelle daily to approve. 

2. Subscriptions – Customers that want to cancel their subscription, the customer service agent will try and retain the customer, if the customer is adamant on the refund it will be escalated for Chantelle’s approval in the “Daily Refund Approval Request Report” sent daily. 

You need to report the refund request in the second tab of the “Daily Refund Approval Request Report”. 

* As an example I have added todays requests in which I already approved. 

Cancelation before renewal of subscriptions 

From month to month the number of refunds for cancelation before renewal has increased. In order to reduce and eventually eliminate these types of refunds we are going to change the current procedure of how this needs to be handled. Customer Service Agents need to escalate these type of requests to the shift manager (Ashok, Akhil, whom ever on duty). The shift managers need to prioritize the billing agent time to make sure that these types of requests are taken care of the same day. If there is no billing agent on duty, the shift manager needs to cancel the subscription in the admin and escalate the case to Chantelle to make sure that it has been cancelled in the payment processor. This will ensure that the customer subscription will not be renewed and a refund does not need to be processed. 

Please make sure this is implemented starting today 

Please let me know if you have any questions I will be happy to clarify. 

Best regards 

Ashok Katoch