CUSTOMER SERVICE

Internal: Return / Refund Information

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Requests for a refund or credit of fees paid for the new purchase or renewal of CS Professional Suite applications will vary by product.

Requests for refunds on new purchases or training should be routed directly to the sales representative. Customer Service Representatives should NOT be handling these types of requests.

  • Any product return request of $250.00 or higher must be approved by a Sales Manager. When a product return is received, Order Entry will complete the Request for Refund form with the appropriate order information and confirm if the customer has returned all related software media and texts. Order Entry will log a note in Flash indicating the Request for Refund form has been forwarded to Sales for approval. The affected order(s) in EMS will be denoted in the Product Returns module with a check in the Return in Process field.
  • The Sales Manager will review the account, confirm if the customer is within the money back guarantee time, and approve or deny based on their analysis. A note will be logged in Flash by the manager and the Request for Refund form will be given to the assigned Sales rep for review and follow up with the customer. After completion of these steps, the Sales rep will forward the Request for Refund form to Order Entry.
  • When the completed Request for Refund form has been returned to Order Entry from Sales, Order Entry will confirm whether the request has been accepted or denied.
    • If denied, a note will be logged in Flash stating the refund request was denied by the Sales Manager and remove the check from the Return in Process field of the Product Return module.
    • If the return is approved, Order Entry will process the product return in EMS and remove the Return in Process checkmark from the Product Return module.
  • Order Entry will scan the Request for Refund form and all accompanying documents into the Firms drawer within FCS.
  • Any product return less than $250.00 may be requested via an Electronic Order Request (EOR) or email.
  • Order Entry will complete the Request for Refund form and process the return in EMS.
  • Order Entry will scan the Request for Refund form and all accompanying documents into the Firms drawer within GFR.
  • Returns, less than $300.00, of product maintenance, shipping fees, or replacement media fees may be approved by any Customer Service representative. Customer Service Seniors/Specialists can approve refunds up to $545.00. Customer Service Team Leads can approve refunds up to $5,000.00. Anything over $10,000.00 requires manager/director approval.
  • The Customer Service approver will review the account and approve or deny based on their analysis. The Customer Service approver will forward the completed Request for Refund form to Order Entry for processing.
  • When Order Entry receives the completed Request for Refund form from Customer Service, Order Entry will confirm whether the request has been approved or denied.
    • If denied, they will log a note in Flash stating the refund request was denied by the Customer Service Approver and remove the check from the Return in Process field in the Product Return module.
    • If approved, they will process with the return, remove the Return in Process check in the Product Return module of EMS, and log a note in Flash indicating the refund has been processed in EMS.
  • Order Entry will scan the Request for Refund form and all supporting documents into the Firms drawer within GFR.
  • If a firm calls the same day of payment (before 4 pm EST), CS can email OT as a high priority and request a MOP reversal. OT will let you know if they need a refund sheet filled out. This will stop the payment from processing and we will process the order appropriately. 
  • If the customer paid the original order by credit card, we can only refund to the same credit card or send a check. If the request is to refund and re-order, we must refund the original card and the new order must be charged separately. Credits may take 7 to 10 before they are reflected on the customer's credit card account and cannot be prioritized.
  • If the customer paid by check, they can only be refunded via Accounts Payable (A/P) check or a Letter of Credit (LOC) can be placed on the account to be used for specific uses only. Refunds by A/P check cannot be prioritized.
  • If the refund method is via credit card or direct debit, Order Entry will complete and mail a Credit Memo to the customer and log a note in Flash indicating the return has been processed. 
  • A 5% credit card or direct debit processing fee may be charged back to the user when making changes to the method of payment used.
    • In cases where the correct card/direct debit was charged initially and the external user requests to use a different credit card or direct debit account a processing fee applies. Thomson Reuters incurs a fee each time there is a charge/credit/debit transaction and the user is expected to pay these additional fees.
    • If the request to change the method of payment is made and completed on the same day the renewal was processed the charge back fee can be waived.
    • Examples include moving funds to optimize the user's billing cycle; moving funds to collect miles or points; or moving funds from an employee's personal account to the business account.
  • A Customer Service representative has the ability to waive the administrative fee as a one-time exception if the situation merits it. This exception can only be made the same day the order was processed and based on the following thresholds:
    • Customer Service Representative up to $100.
    • Customer Service Team Leader up to $250.
    • Anything greater than $250 will require approval by a Customer Service Manager or above. There are no thresholds for an F&A manager or above.
  • If the refund method is via A/P check, Order Entry will complete a Credit Memo and log a note in Flash indicating the return has been processed. The Request for Refund and all supporting documents will be scanned into the Firms drawer within FCS and placed in the Director of F&A Operation's inbox for approval. The Director approves the refund and forwards the Request for Refund and the supporting documents to the A/P group for processing.
  • When A/P receives the approved Request for Refund, the preparation time within CSI is 5 business days. Within 5 business days of receipt by A/P, the A/P refund request is forwarded to RIA for check processing. This process can take 1 – 2 weeks for the check to be cut and mailed from RIA (Carrollton, TX ). Total estimated processing for a refund via A/P check is 3 –4 weeks from the date the request is received by A/P and cannot be prioritized. Please use this guideline when advising customers regarding refunds via A/P check.

If the refund method is via LOC, the refund amount is available on the AR screen as a credit. Order Entry will enter a pop-up message on the account with the expiration of the LOC and indicate the specific products or services the credit may be applied to. The Request for Refund and all supporting documents will be scanned into the Firms drawer within FCS and placed in the Director of F&A Operation's inbox for approval. The Director will prepare the letter for the customer informing them of the credit, products or services that the credit can be used for, and the expiration date. The Request for Refund and all the supporting documents are forwarded to the Cash Balancing Team.