Refund Task Processing Guidelines

1. Don’t use Teams Chat for Refunds

• Do not message any Administration directly via Teams for any refund matters.

• All refund requests must go through task submissions to keep everything organized and trackable.
   

2. When Submitting a Refund Task: 

• If URGENT:

  • Task REFUNDS for FGS or IHS REFUNDS for IHS directly.

  • Set priority to: Urgent.

    • Example: Customer is upset, expects immediate resolution.

• If NOT Urgent (Customer is calm and okay waiting):

  • Task the REFUNDS for FGS or IHS REFUNDS for IHS directly.

  • Leave priority as: Normal.

    • Example: Customer asked for refund but isn’t in a rush.
       

3. Refund Timeline

• If the request is approved and once Administration issues the refund, it takes 24–48 business hours to process.
   

4. Call Back Timeframe

• Inform customers that any callbacks regarding their refund will take 5–10 business days.

  • The CSR is responsible for reviewing the comments on the task. If there is any uncertainty, they should reach out to a Team Lead for guidance and next steps.