Subject: Customlists New Refunds Policy
From: Abegail Ortega <[email-masked]>
To: philippines <[email-masked]>
Date: Sat, 12 Jan 2013 20:40:32 +0530 (IST)

Hi Team,

FYI on the customlists new refunds policy
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With recent change in ownership of Customlsits, please be aware of new Refunds and Guarantee Policy.

Any questions, please let me know as this is already effective.

New Guarantee Policy:

Our databases may not be perfect but we think they are close! As with any database you purchase, some out-of-date or no longer valid information should be expected. Unlike other data providers, we want to work with you to update this data. If you find contact data in your database has become outdated or no longer valid, please send us the invalid records via email and we will issue a refund for invalid records exceeding 15% of your database. We will also provide you with an update free of charge. Our goal is to ensure that you are 100% satisfied with both the quality of our data and the services we provide!

New Refunds Policy:

As with all data providers, you should expect that some data will be incorrect or out-dated due to the fact that businesses often move or close down. However, if you receive in excess of a 15% email bounce rate or 15% of phone numbers not working, we will offer your money back on those business records exceeding that amount in the purchased database, provided that you send us a detailed bounce-back/error report within 30 days of purchase. Please allow at least 10 business days for our team to investigate these records and validate that a refund should be granted. All of our products are backed by our 100% satisfaction guarantee.

Below is the procedure on how to handle refund issues:

1.       15% is standard acceptable error rate in any database purchased.
However, if over 15% bounce rate and provided the report is verified, he will get refund over 15%.
E.g. 17% bounce (17%-15%=2% refund).

2.       If a customer calls in about a refund, you will provide our new refund policy and then provide them [email-masked] for further questions. Manager will review their request once they receive their error report in an email. Agents will no longer be approving refunds. Once the report has been received, a manager will contact them.

3.       The customer needs to provide a bounce back error report showing all invalid records within 30 days. If they do this, then we will verify the invalid records within 10 business days and if verified. E.g. we will issue a 5% refund if 20% data is obsolete/invalid (20%-15% standard error rate).

4.       We cannot provide refunds to customers if the error rate is 15% or less which is customary in the data industry due to the fact that business contact information changes often.

5.       The customer should provide a CSV or Excel file containing a list of all invalid records from our database along with an explanation stating why they believe they are invalid (ie, email address bounced, phone # disconnected).

6.       A manager will review the error report- your only job is to tell the customer they need to provide a bounce back error report to [email-masked].

Everything else remains the same including the complaints and escalation procedure. Only change is in the handling of refund issues.

1.       [email-masked] - This email address will be given out by operators if customer wants to make a complaint either through chat or phone.

2.       [email-masked] - Any customer asking for a refund should email to this email address with error report. This email is dedicated only for refund related issues.

3.       [email-masked]  - This email address is Tami’s business email address. Please do not use for escalations, custom database requests, complaints or refunds. Only most urgent cases to be escalated here with consent of supervisor from India.

4.       [email-masked] - This email address is to be used for custom databases requests only. Agents to send custom database requests to this email from LP.

5.       [email-masked] - This email address is to be used for escalations that do not fall into one of the specific escalation categories.

6.       [email-masked] – To be used by verification team to outbound emails from LP.

7.       [email-masked] – For resellers.

8.       [email-masked] –To obtain license for publishing data online.

Regards,
Abby