leadtech;
Module Status
Policy Updated
Active Agent
Refund Policy Overview

Our Refund Policy is a set of formal terms, conditions, and technical rules established to determine under what circumstances a customer is eligible to get a refund or, if applicable, the amount to be refunded.

Key Determinants

  • Presence of a Refund Form.
  • The presence or absence of the additional service Fee Protection (Insurance Service).
  • The timeframes (time elapsed since the payment was registered on the CRM).
  • The ticket Status.
  • Other additional services and fees included (SLA, delivery status).
  • The country of issue for the payment card used (For specific products).

Automated Tools

RefunDitto

Detects refund requests via email if no form exists. Follows [PAB] Contact Form to request the form or deny. Escalates 'Additional Services Only' requests.

Mr. Refund

Manages majority of refunds automatically after processing email verification ID and integrating policy guidelines.

Timeframes & Automation Rules

Outside Timeframes (Denied)

No Fee Protection

Request received past 30 days limit.

Template: G07_Refund_not_applicable_30_days

With Fee Protection

Request received past 120 days limit.

Template: G18_Refund_not_applicable_120_days_fee_protection

Within Timeframes (Processed)

< 30 days (No Fee Protection) OR < 120 days (With Fee Protection).

Required Conditions for Mr. Refund:

  • Email ID verification done correctly.
  • Form has a Direct Refund reason.
  • No Mr. Refund controlled errors.
Products, Cards & Additional Services

CRITICAL POLICY UPDATE: Effective August 3rd (3/8)

BEFORE:Refund restriction (no Service Fee refund) applied to US-card clients only on UKETA tickets in Approved/Recycled status. All other products followed the previous US policy.

AFTER:US-card clients are treated the same as all other countries across ALL products. No Service Fee refund on files in Approved or Recycled status. No product segmentation applies.

Mr. Refund configuration is being updated in parallel by B&A (Jiras pending creation, will be linked once available).

Additional Services

Whole Ticket Refund

Mr. Refund handles SLA, Delivery, and Ticket Status items according to VISAS - Refund policy.

Additional Service Refund ONLY

Mr. Refund will not perform. RefunDitto detects, escalates to Regular Team with HITL flag + Backlog flag. (No form required).

Service Fee Restrictions

0% Service Fee Refund

Applies to tickets in Approved or Recycled status without fee protection.

Applies to ALL products and ALL payment card countries (including USA starting 3/8).

Exceptions (Manual Flow)

These cases disregard standard timeframes and automated bot actions.

1. Arrival Date Past

If customer replies to D89_IR_arrival_date_past wanting a refund:

  1. Agent sends G01_Refund_contact_form...
  2. Leave Worklog note: "Arrival date past: D89 sent - customer requests a refund". (Specify service if it's an additional service).
  3. Once form received -> Escalate to Payments CS team.

2. Duplicated Tickets

Follow instructions stated in [PAB] Duplicated payments.

3. Unable to Process

Fail processing with no Proactive Refund. Follow [PAB] Fail processing with no Proactive Refund.

4. Additional Service Refund Only

Follow [PAB] Refund Request for Additional Services. Note: If an Arrival Date Past refund is requested for an additional service, explicitly state the service on the Worklog.

Decision Simulator (SOP)

Step 1 of 4

Check the Request Type

What is the customer asking for, and does it fall under a manual exception?

Step 2 of 4

Verify the Refund Form

Did the customer submit an official Refund Form?

Step 3 of 4

Check Timeframes & Fee Protection

Compare registration date to today, and check for 'Insurance Service'.

Step 4 of 4

Verify Ticket Status

Check current CRM status to determine service fee rules.

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