UPCOMING COVID HELP When processing mass-refunds, it is key to communicate clearly with customers on the state of their refunds, to avoid overloading your call centre with basic questions. Up to now, automatic emails could be triggered for some steps inside the refund process (e.g., when a ticket cancellation order is created, or when a refund payment is dispatched to either the credit card or the customer credit account by the batch). However, nothing automatic existed for bank transfer refunds or refunds of the money on the customer credit account. A new batch now enables you to setup such automatic notifications, so that all refund payments, whether they are coming from an order or from the customer credit account, generate an automatic email notification with relevant details, reducing the number of customer inquiries.
Solution
A new batch to notify refunds is now available and allows you to schedule automatic notifications of refunds based on various criteria, including:
- The refund sales channel and payment method
- The original payment method
- The type of refund (refund order and/or refund from credit account)
- The refund date
The email notification that are sent to the refund payment contact includes relevant payment information, in particular the value date, the payment method, the refund amount and details about the payment method (e.g. IBAN for bank transfer). For notifications related to refund orders, the file reference is also included.
