Billing Refresher

Where do we escalate refund request for 5-year subscriptions?

• Retention

• We don't escalate, we process the refund

• Urgent retention

• Billing L2

What should be done if a user calls for an unexpected charge that is not reflected on the account?

• Ask for POP right away

• Tell the user we cannot assist

• Investigate first and try to locate the charge and if it cannot be found, ask for POP

• Escalate to Billing L2 to locate the charge

Do users need to have a subscription to create a chart or book?

• Yes, they need at least a Premium Subscription to create them as it is a paid feature.

• No, they don't need a subscription as it is a free feature we offer our users

In which of these cases can we give a refund?

• Social Media or legal threats

• If the user is contacting us for the third time

• Monthly subscriptions

• Photo subscriptions

• For cases when an OldNews or Omni sub needs to be moved from one account to another

If a kit is managed by someone else but the purchaser contacts us for a replacement, can we proceed?

• Yes, he is the purchaser so he has the rights to request the replacement.

• No, after activation and if the manager is someone else, the purchaser can only request a refund.

If a user from the USA sent 2 DNA kits at the same time but in different envelopes and one kit has been received already but the other one has not, what is the timeframe to wait?

• 44 days

• 10 days from the date the first samples were received

• 30 days

• No need to wait, we replace right away

If a user requests a refund for a Health upgrade and the reports are ready, can we proceed?

• Yes, seeing as it is a refund request for the Health upgrade we can proceed

• No, we don't process refunds for Health upgrades

• No, we cannot process refunds for Health upgrades if the user already has the results

• Yes, but we need to escalate to DNA to process it

What is considered a minor address mistake?

• ZIP Code/Postal Code

• Apartment number

• State

• Country

• House number

What can we escalate to Sales?

• Renewal requests for core subscriptions

• A user wanting to purchase a core subscription

• A user who wants to purchase +50 DNA kits

• A user who wants to renew a Health Subscription

What are the differences between the CS and the Omni Plan?

• Omni allows access to OldNews while the Complete does not

• Omni gives lifetime access to Geni and Family Tree Webinars

• The CS gives access to Reimagine

• There are no differences, both are the same