Page 27 - Sales and Operations Handbook for Managers.pdf

IMPORTANT NOTE: Refunds may not be issued if

coverage has been afforded. In other words, if the

customer has left the office, or if the transaction was by

phone then no refund may be issued by A-MAX since the

customer had coverage. In these cases the customer
may be entitled to a pro-rated refund, which would

come directly from the carrier, not from A-MAX

General Rules:

Any payment made by a customer with a CRC must be
voided or refunded. A refund request form must be filled

out. Refunds over $100 need to have DSM approval.

Refunds over $500 must have RSM approval and any

refund over $1,000 must have Sales Director approval. For

any incorrect charge, the Sales agent needs to reach out to

DSM to make the refund.

Once the carrier has authorized the refund, the Sales agent

needs to send the refund request form to the Accounting

department to show proof of the carrier authorizing the

refund. When Accounting receives the request for the
refund, the refund may be provided in the form of cash or

credit. In the scenario that cash will be returned to the

customer, CPA must confirm first the funds have been

received by the carrier into the bank account.