TeenSafe: For customers who have iOS9 only

If a customer has iOS 9 and other devices that are working, we will be applying the 33% off for 3 months automatically. Other wise, if a customer just has iOS 9, we will not be charging these customers for service until we have a fix in place for iOS9. We anticipate the fix to be available by mid-October. Be sure to track these customers in zendesk using the drop-downs so that in case we have a later date we may handle these customers appropriately.

The general Rules for pro-rated refunds.

.50 cents a day is what we will calculate againts our basement date, iOS 9 was released on the 16th. If a customer got data and updated on the 17th, we will give them a prorated refund.

Step 1) Note the billing date.
Step 2) Note the last date data was retrieved, if before the 17th, calculate from the day iOS9 was released.Step 3) Count the number of days the customer was without service until the end of their billing date.
Step 4) Follow the Requesting a Refund guide. (apply the result of your calculation into the 14.95 field after selecting refund for the transaction.)
Step 5) Verify that the Billing date IS before our anticipated release date. If their billing date is after the expected release, type that in your notes.
Apply a Deal that fits the billing cycle to avoid the charge, Example below.
Step 6) Select the deal.

Ticketing!

Step 1) Copy the customers email from Admin.
Step 2) Paste it into the requester field in zendesk.
Step 3) Apply the “iOS9 – Pro-rated refund” macro.
Step 4) You will edit the macro to reflect on the need for the customer. (enter in amount and dates)(if no deal remove the section from the macro.)
Step 5) Ensure that the proper selections have been applied for tracking on the left hand side of zendesk. (if you applied a deal, select it.)
Step 6) Ensure the Subject of the email is titled correctly.
Step 7) Submit as solved.

 

Closing the call!