1- Issue a Full or Partial Refund
To issue a full or partial refund the user must click on "Create Phone Request" or "Create Ticket Request" button. The user must then fill out the form on the pop-up screen to submit a refund request.
Phone or Ticket Requests contains the following information:
- Have select the appropriate type, reasons, ECC1 and ECC2 from the drop down menu.
- Enter the exact amount of the refund in the refund text box.
- Enter a comment in the comment text box. (Comments should be brief, but should describe the reason of the action)
- Click the "Refund" button to submit the refund.
- Enter your CI password and hit "Validate".
A refund can be partial or full and can be applied on the main product only or on cross-sell products or on both.
- Full Refund: refund the total amount of the product.
- Partial Refund: refund a portion of the total amount of the product.
1. The user must select the applicable type, reasons, ECC1 and ECC2 from the drop down list to issue a refund.
2. The user must enter the exact amount of the refund in the refund text box. The user can only refund the main product or the cross-sell (or both combined). Simply define the requested refund amount on every single product in the cart.
3. The user must write a comment in the text box on the bottom right corner. The comment should explain the reason for the refund.
4. The user must click on the “refund” button on the right
5. The user must enter their CI password and hit “Validate”.
2- To restore Licenses
In order to restore licences, follow the same steps as a refund request.
To restore licenses, the user must:
- Have select the appropriate type, reasons, ECC1 and ECC2 from the dropdown menu.
- Enter a comment in the comment text box. (Comments should be brief, but should describe the reason of the action)
- Click the "Restore Licenses" button.
- Enter your CI password and hit "Validate".
3- How Subscription Management Works
1. Accessing Subscription Management Popup
In order to access the Subscription Management popup, you would have to open a ticket (or any pending request) and choose the following reasons and ECCs (Figure #1):
- Type: Customer Service
- Reason1: Subscription
- Reason2: Management
- ECC1: Manage Subscription
- ECC2: Subscription Information Change
Figure #1
At this point, the subscription button becomes the only one. This is done in order to enforce agents to ONLY select the subscription (To make all others buttons available again, just select another reason type (e.g. Technical Support, Customer not found, etc…).
Then, enter any comments needed for the subscription change.
Figure #2
When all is done, click the “Subscription” button on the right and the following popup will be displayed (Figure #3):
Figure #3
In some cases, the Rebill Date and Rebill Amount will both be disabled if ever one of the following occurs:
In the scenario where the subscription has been cancelled, all controls will be disabled in the popup.
2. Making Modifications in Subscription Management Popup
The dropdown list includes all recurring products, which can be selected and modified individually. When there’s only one product in the dropdown list, it will be disabled. When there are multiple products, the dropdown becomes enabled.
Various actions can be done on each product:
Figure #4
You can modify the rebill date and/or the rebill amount for the selected recurring product. When it’s done, click on the “Save” button. If you want to change the date, simply enter a date later than the current date.
Figure #5
After saving the modifications and closing the popup, any changes done on any recurring product will generate a new (or pending) ticket request. Comments will also be auto-generated depending on the changes done to either selected product(s). If no changes have occurred, the popup will close normally without any action taken.
Additional Assistance
For any additional support or assistance, please direct all questions and comments to your account manager or send an email at: inquiries@upclick.com