Page 26 - Sales and Operations Handbook for Managers.pdf

NOTE: Don’t confirm the refund or the refund amount to

the customer until the DSM and carriers have approved

the refund.

Cash refund:

In the case where the customer paid cash for a policy,

endorsement, or payment and changed their mind before

leaving the office, refund the customer with cash back. If

the customer has already left the office, the customer

normally will not be refunded, however if so, the refund
will be in the form of a check sent by the Accounting

department.

Credit card refund:

If the customer paid with a credit card for a policy,

endorsement or payment and is requesting a refund the
same day before leaving the office, go to Authorize.net

and refund/void the payment. Enter the information on the

refund form to pull up the customer on Authorize.net.

Once Accounting has confirmed the funds are in the

account, let the RSM know the refund may be processed.
RSM will inform the DSM to refund/void the payment in

Authorize.net. Provide the refund receipt if the customer

asks for it. DSM will let the Sales agent know the refund

has been processed. The sales agent will relay to the

customer the refund has been processed.