In this module, we are going to explore the Refund process.
Please ensure that before you respond to a refund request that you have familiarised yourself with the Standard Operating Procedure for Refunds (included at the end of this lesson).
FOC / PC Steps
- Make a treatment note, with the refund template.
- Copy the template, and email it to PM / person submitting refunds.
- Update refund tracking spreadsheet.
Manager / person submitting refunds to check emails & spreadsheet to ensure nothing is missed
Double check template notes
- Why is this person needing a refund?
- Did something go wrong during their tx ? – if so, email Philip (Risk & Compliance)
- What was their original payment method *we ONLY refund the same was the money was received (e.g. if someone is changing their tx plan to a cheaper option after being Humm approved, we would need to provide the refund through a Humm reduction, not a bank transfer*
Submitting the Refund Form
- You will then submit the Refund form:
- Password: RefundDB!
- These form submissions will go the Philip (Risk and Compliance) and then passed to Finance. Philip will reach out if he has any questions about the refund.
Refunds Standard Operating Procedure
