Customer Service Policies: Credits and Refunds - ER

Approved Refunds/Credits: 

1. Return of equipment within the 60-day trial period.
   • Initial purchase transactions should not be refunded except inside the 60-day return window. Exceptions to this should be cleared with the US team.  
2. Overpayment due to an accounting error.  
3. Limited Warranty replacement. Credit should be offered first. 

 

Not-Approved Refunds/Credits: 

1. Economy customers outside of their 60-day trial period are not eligible for refunds until they pay off the equipment balance on the account. 
2. Home damage, or lost property due to a break-in does not qualify for a refund or compensation. 

All other refund requests should be approved by a Team Lead BEFORE the refund is promised to the customer.   

 

Credit Request Policy 

Here at Cove, we have the opportunity to credit a customer's monitoring to make sure that they continue to have a 4E experience even when issues arise. 

Shipping Delay 

1. If a shipment is delayed for longer than 2 weeks from the time the customer orders, we can offer them 2 weeks of monitoring for the inconvenience. This amount does not increase if it is longer than 2 weeks and does not apply to back-order items. 

Lack of Service 

If a customer has not been able to receive the monitoring they were paying for, we can credit back any months paid or forgive past dues for the same reason. Here's when this is permitted: 

• The system has been offline due to faulty equipment.
  1. Faulty Panel 
  2. AT&T cell outages in their area 
• The system was never installed (limited to two months of monitoring credit because it is the responsibility of the customer to contact us should they need to pause services). 
• The system was installed but never activated in COPs. 
• Equipment Downtime: After contacting support, if any of the following pieces of equipment do not function, we can credit them for however long the equipment is offline:
  1. Cameras 
  2. Door/Window Sensors 
  3. Flood 
  4. Smoke/CO 
  5. Motion 
  6. Glass Break 
  7. Medical Button 

For example, if a door sensor is not functional for a week, we can give them a week's worth of monitoring credit on their account. 

Billing Rewards 

To incentives our customers to bring their accounts current, we can reward customers as they pay off past due months: 

• Months paid = Weeks of Credit: For each month paid we can provide them with one week's monitoring (ex. Customer pays off 3 months of monitoring, we can give them 3 weeks of monitoring credit). 

Billing Issues 

If an account balance is incorrect contact your TL and they will resolve this through Pando's AR posting tool. 

 

Refund Amount Limits: 

• Agents can submit refunds of up to $150 

• TLs can submit refunds of up to $300 

• STLs/Managers can submit refunds of over $300 

 

Credit/Refund Process 

To credit an account or issue a refund you will want to use either the Credit Request tool or the Accounting page, depending on the request type. Both of these can be found in the right sidebar of the Pando account.  

Credit Request Tool 

• Account credit will add credit to the customer's account.  

• Manual Check Refund is to NEVER be used. This option is not set up yet so if used, it will do nothing. 

Accounting Page 

Refund Payment will issue a refund to the customer's Credit Card. 

We are unable to refund transactions that occur on the same day. If a transaction does not have a refund option then the customer needs to call back after the transaction has settled. Settlement can take anywhere between 2-3 business days to complete. 

 

Credit Card Refund Process 

Refund Process Video Reference 

1. Go to the Accounting page. 
2. Scroll down to the Payment History section.  
3. Click the pencil icon of the sales transaction to be refunded
   • It is important to confirm the amount and month before processing the refund. 
   • If you are processing more than one refund at a time, make sure you add up the amount being refunded to ensure you don’t go over your refund amount limit. 
4. Click Refund Payment. 
5. Confirm the action and review that the money to be refunded is the correct amount. After that, click “Yes”. 
6. Make sure the refund was processed correctly and leave your notes. 

IF THE CUSTOMER WOULD BE REFUNDED FOR MULTIPLE TRANSACTIONS, YOU WILL NEED TO REPEAT THE PROCESS FOR EACH ONE. 

 

Account Credit Process 

Credit Request Process 

1. Go to Credit Request and select "Account Credit.” 
2. Select the Category: Only 1 category is to be used by agents.
   • RMR: Will be used when giving a free month or months to the account or refunding a month of service for some unforeseen reason. Taxes are automatically added when using this category.  
3. Customer Taxes: Not to be used. Taxes are done automatically. 
4. Request Date: Should not be changed 
5. Request Reason: Select the correct reason in the drop-down menu
   • Credit promised by Agent/Rep: Used when the agent gives an approved credit. 
   • Equipment issue: When single/multiple pieces of equipment are returned for credit due to it being defective or for any other reason within the 60-day return window. 
   • False Alarm Fee: When it has been determined that Cove will cover the cost of a false alarm fee. (MUST BE APPROVED BY U.S. LEADERSHIP) 
6. Note: Add a brief note to explain why the credit is being given. 
7. Click Review Request 
8. Read over the Credit Request Summary and verify that the "Credit Amount", "Credit Type" and "Date Requested" is correct. "Taxes Modified" should always be "No". 
9. Click "Submit" 

 

Refund and Payment Confirmations 

Once the refund has been submitted, the funds should appear on the customer's card within 5-10 business days depending on your financial institution. 

If the Customer states they've waited more than 10 business days, review the accounting page to make sure the refund was processed successfully.   

• If the refund was successful, proceed to the next section. 
• If the refund was not successful or not processed, review the account to verify that a refund was approved and re-process the refund if needed. 

To confirm that the customer hasn't received the refund, or that they made are payment and it's not showing up in Pando, we will need a bank statement or transaction report emailed to us and uploaded to Document Management. 

These documents must include the following: 

• The entire day of the refund and the following 30 days. 
• The statement header logo of the bank is on the top of the page and shows the incoming and outgoing payments. 
• The last four of the account number or card number must match the last four of the refund in question. 

Customers are free to redact account balances, all but the last 4 numbers of the account or card numbers, names, addresses, and phone numbers. All other information must be shown. 

• Please note that a screenshot of their banking app does not constitute a bank statement or transaction history. (Examples of both an account bank statement and transaction report are attached to this article above.) 

Once we have verified from that statement that the refunds have been submitted on our end and not showing up on the customer's statement, work with your Team Lead to verify that all information is correct, and your Team Lead will inform their US Leadership who will locate what happened to the refund or payment.