Refund Awareness Review

A customer purchased McAfee through the Apple App Store and wants a refund. What should you do?

• Process the refund in CST

• Guide the customer to Apple’s refund process

• Tell them refunds are not possible

A customer says they bought McAfee on Google Play. Who processes the refund?

• McAfee

• Google Play

• The agent directly

Why can’t McAfee process Apple or Google refunds?

• The system is down

• The app store controls billing and refunds

• Agents aren’t trained

A customer believes they are due an Apple refund. What is your role?

• Approve the refund

• Explain the steps to request a refund through Apple

• Transfer the call

A customer purchased through Google Play and asks you to cancel auto-renewal. What should you do?

• Cancel AR in CST

• Guide them to cancel the subscription in Google Play

• Tell them it will cancel automatically

Which refund type requires bank information and longer processing time?

• Credit card refund

• Boleto refund

• App store refund

A customer from Brazil paid using Boleto. What expectation should you set?

• Refund will be instant

• Refund can take up to 15 business days

• Refund is not possible

How many Boleto refunds can be processed per account in one week?

• Unlimited

• One

• Two

A customer purchased McAfee from a retail store and wants a refund. What process may be required?

• App store refund

• Refund exception process

• Standard CST refund

When is the refund exception process used?

• For all refunds

• When refunds can’t be processed normally in CST

• Only for subscriptions under one year