Complaint Process

https://progrexionasg-my.sharepoint.com/:p:/g/personal/anmoor_progrexion_com/EfhoaHW5zVtIuiKuhYxSrHUBgfgHmN7aKC9RnF_hf9yKiw?wdOrigin=TEAMS-ELECTRON.p2p_ns.bim&wdExp=TEAMS-CONTROL&wdhostclicktime=1696018692082&web=1

Refund Process and Guidelines

When a user requests a refund, start with triggering a downgrade to Basic to prevent further billing and obtaining feedback as to why the user would like a refund.

ANY refunds over $200 must be reviewed with Andrea.

When a user requests a refund, check the following:

Has the user successfully logged into their account?
Have the credit reports been pulled?
Has the user utilized Build It?
Has the user contacted Support previously?
If on ExtraCredit, has the user redeemed the Reward It card?

Common reasons for a refund – not satisfied, unable to use Build It, charged after cancel/downgrade, canceled day of trial period ending/payment being due, forgot to cancel, has not used the services, and reports have not updated.

If a specific functionality is not working correctly or there is a technical error on CCOM’s end, please assist in resolving the issue first. If able to resolve the issue, offer the refund as a goodwill so they remain on their current service level. If user disagrees to the goodwill refund, go ahead, and submit refund as a dissatisfaction to trigger the downgrade to Basic.

If the user simply forgot to cancel/downgrade and any of the below applies:

· Has logged in to their account.

· Has had reports pulled.

· Has utilized Build It in any way.

· Has redeemed the Reward It card.

!!NO REFUND ISSUED!!
If any of the above do not apply, a refund may be issued as a dissatisfaction.

· Trigger cancel/downgrade to Basic to avoid future billing.

· Submit CMS for Refund under $200

Cancelation not successful/downgrade did not trigger correctly and any of the below applies:

There’s a previous email or chat requesting and confirming cancel/downgrade.
Activity logs showing previous cancel/downgrade request.
User provides screenshot of the cancel confirmation email they received.

· !! Issue refund as dissatisfaction to auto trigger downgrade to Basic.
Submit CMS for Upgrade/Downgrade

CMS for CCOM Support Steps for Agents:
ANY threats and/or refunds over $200 must be reviewed with Andrea Houghton.
Add the Complaint tag in Intercom to all complaint conversations.

CMS LINK: https://connect.progrexion.com/business/pgxtele/Credit.com%20Complaint/Pages/External-CCOM.aspx

CMS Form

Follow the link to submit the Customer Complaint
Fill in all sections of the form along with providing clear details of the customer complaint and the steps that were taken to resolve the issue.