@Dash customer is asking for a refund outside the window because of an outage. I have not done one of these.
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A newer agent hits an unfamiliar case. Dash walks them through the approved procedure step by step inside the ticket, surfaces the policy behind each step with a link, and stops at the point where the case needs a supervisor rather than pushing on.
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There is a procedure for this. Four steps, and step three is where it usually stops.
1. Confirm the outage covers their account · check the incident record for the window and the affected regions. This account is in the affected region for the 24 August incident, so it qualifies.
2. Check what they are actually asking for · the ticket says refund, the message says "credit or refund". Credit is inside your authority, refund is not.
3. Decide the amount · the policy is pro rata for the outage duration, which here is 6 hours 40 minutes.
4. Record the reason code · outage credits use a separate code so finance can reconcile them against the incident.
2. Check what they are actually asking for · the ticket says refund, the message says "credit or refund". Credit is inside your authority, refund is not.
3. Decide the amount · the policy is pro rata for the outage duration, which here is 6 hours 40 minutes.
4. Record the reason code · outage credits use a separate code so finance can reconcile them against the incident.
Policy source is linked at each step, section 3 of the service credit policy.
So can I just issue the credit?
Up to the standard threshold, yes. This one is above it, because the account is on an annual plan and the pro rata calculation lands higher than a monthly account would. That puts it in supervisor territory.
I have drafted the credit with the calculation shown, the incident referenced, and the reason code set, and routed it to your supervisor for approval. You do not need to redo anything, and the customer reply is drafted and waiting behind it.
Nothing has been issued and nothing has been sent.
Approved. Iris, that was the right call to ask.
Teams @Dash customer is asking for a refund outside the window because of an outage. I have not done one of these.
There is a procedure for this. Four steps, and step three is where it usually stops.
1. Confirm the outage covers their account · check the incident record for the window and the affected regions. This account is in the affected region for the 24 August incident, so it qualifies.
2. Check what they are actually asking for · the ticket says refund, the message says "credit or refund". Credit is inside your authority, refund is not.
3. Decide the amount · the policy is pro rata for the outage duration, which here is 6 hours 40 minutes.
4. Record the reason code · outage credits use a separate code so finance can reconcile them against the incident.
2. Check what they are actually asking for · the ticket says refund, the message says "credit or refund". Credit is inside your authority, refund is not.
3. Decide the amount · the policy is pro rata for the outage duration, which here is 6 hours 40 minutes.
4. Record the reason code · outage credits use a separate code so finance can reconcile them against the incident.
Policy source is linked at each step, section 3 of the service credit policy.
So can I just issue the credit?
Up to the standard threshold, yes. This one is above it, because the account is on an annual plan and the pro rata calculation lands higher than a monthly account would. That puts it in supervisor territory.
I have drafted the credit with the calculation shown, the incident referenced, and the reason code set, and routed it to your supervisor for approval. You do not need to redo anything, and the customer reply is drafted and waiting behind it.
Nothing has been issued and nothing has been sent.
Approved. Iris, that was the right call to ask.