Helpteam Procedures Manual
This reference guide is designed to assist NFN Helpteam members
understand the operational processes of the organization.
We occasionally receive requests for refunds from our users. This usually happens when they have not been able to get our software running on their system or when they discover our service is not what they were expecting.
Before issuing a refund, ask the user about their problems and see if additional coaching will help them get NFN running on their system.
If they are absolutely convinced they need a refund, have them complete our "Request for Refund" form. Mail the form to them if they request it. Upon receipt of a completed "Request for Refund" form, proceed as follows:
How to Prepare the REQUEST FOR REFUND Document
Rvsd. 12/7/03 bmayer
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