Success in IMS and CSAT

Success in IMS and CSAT

How to link an issue in IMS?​

​Let's check some scenarios...

1. A user requested a refund for a PP and domain renewal (both within 60 days after the charge).

2. ​The user wants to retrieve a domain in the redemption period.

3. ​The user contacted us to report a phishing site that looks like the Outlook login page.

4. A user contacted us due to a typo in the Wix log-in email.

5. ​A user wants to know why he got refunded. (Blacklisted - UM says It is OK to reactivate the account).

What do I do when there is a missing issue, a user's suggestion, or a bug?​

For more information check the article: IMS - How to use

​Be aware of the group as well

​Get the best CSAT results

What would you do in the following scenarios?​ ​

1. The user is requesting to close her Wix account, but there is an active Premium plan with 6 remaining months.

2. A user purchased a PP, and a domain yesterday. Today she requested a refund for the PP, and she got the money automatically, but it was not the same for the domain. She wants to know if it's possible to get a refund for the domain instead of going through the widget.

3. ​You processed a manual refund for a PP and a mailbox, but when you tell the user that the refund can take 7 to 20 business days, he gets surprised and kind of upset.

​Tip: Empathy, positive positioning, and effective communication (keep it simple).

4. A user claims that she was not aware of the PP monthly renewal charges for the last year as she has 2 accounts, and the charges come from the account she is no longer using. She wants a refund for the 12 invoices or something close to that.

5. ​A user purchased Wix services but got refunded, and now he is unable to process any payment (Account is Blacklisted - can be reactivated). He doesn't want to follow the offline procedure.

6. ​The user doesn't want to follow TS steps for an issue in the Editor.

7. ​You were able to solve all the user's requests (refunds for services in 2 accounts, cards removal, and mailbox migration) but the user doesn't sound happy in the end due to the time he will have to wait to get the money back. Do you offer the survey?