Use this process when a customer is requesting a credit, cancellation or reduction.
The customer's request must be sent via email prior to submitting a case.
- Create a New case on the account making the request
- Contact Name: Add Contact making the request
- Select Case Origin
- Category: select Change Order
- Product: select product the request is for. If a customer is requesting multiple platforms we will need a case for each platform
- Sub Product should be set to Other
- Request Category: My Account Management
- Request Type: Select one of the following Reduction, Cancellation, or Cancel/Credit
- Billable/non-billable: set to Non-Billable
- Complete the Subject Line – with a clear statement of the customer’s request
- Complete the description
- Save case.
- If needed attach the customer’s email request to the case as a file
- Use the transfer button on the top bar and select Customer Success and press Save
The case owner is automatically updated to Customer Success.
