Refunds are automatically processed once the account is cancelled.

1. Cancellations or failed cancellation requests
2. Duplicate coverage.
3. Enrollment disputes
4. An incentive was not applied properly.
5. Ineligible property type (follow ineligible property guidelines).
6. Billed incorrectly (multiple or incorrect amounts charged on account).
   

Check Refund Status

1. Click Menu Options, then select AR Transactions.
   
   
   
2. Click the Pending Refund tab on the top right of the screen.
   
   
   
3. To verify if a refund was processed, click the Refunds tab.
   
   
   
4. If the refund shows processed, advise the customer of the processed date and the allowable time frame to receive the refund
    
   
   

Refund Process Guidelines

1. Provide the refund amount and estimated time frame to receive the refund.
   
   
2. If a refund is due from a previous request, check the status of the refund in the AR Transactions tab located in the SCM Menu Options and advise accordingly.
1. If there is no status available in the AR Transactions tab, review the Communication History Log for additional information.
1. If data is available, advise the customer accordingly
2. If no data is available, send an email to Accounting to escalate the issue
   
   
3. Confirm the payment method on file is valid.
   
    “<Customer's Name>, <$XX.XX> will be credited back to the payment method on file within <Time Frame>, is this payment method still valid?”
   
   1. If the payment method is no longer valid, update the payment plan to BILL ME.
      
   2. Verify the customer’s mailing address is correct and advise a check will be mailed within 7-10 business days.
      
      
4. Enter notes in the Communication History Log.

Refund Schedule

Payment Method	Time Frame
Credit/Debit Cards & ACH Accounts	3-5 Business Days
Checks mailed via USPS	7-10 Business Days Checks are processed on Wednesdays and mailed that Friday.
DDA-Demand Deposit Accounts (Accounts paid by a 3rd party)	3-5 Business Days from the scheduled date and based on the client:
	Client	Files Sent On:
	USBDDA, HNTBNK, BPOP, FTEN, RGNSBK (Accounts enroll through 2014)	3rd & 18th
	BBTBK, DLTACU, FNDFCU, GTECU, RBFCU, SSFCU, RGNSBK (Enroll in 2015 & greater)	Fridays

Documentation Submission

1. Home Sold – A copy of the Closing Disclosure
2. Rental – A copy of the Rental Agreement
3. Divorce – A copy of the Divorce Certificate, including a written request to cancel
4. Property Destroyed – No documentation required
   

Procedures prior to requesting documentation

1. Perform an address search to find the duplicate account.
2. Once the duplicate account is located, cancel the account as of the date of duplication.
3. Once cancelled, the refund will be automatically processed.
4. If a full refund is not automatically processed, submit a QuickBase Refund Request follow-up to request the remaining amount.
   

1. Advise the customer to allow 24-48 hours to research and pull the call. If a refund is owed, it will be credited within <Time Frame>.
1. Real Estate: Send an email to your supervisor to request proof of enrollment (POE).
2. Retention: Submit a QuickBase POE follow-up.
   

1. Request proof (e.g., HUD statement, closing documents) be sent via email or mail.
1. Provide the correct email based on the client (e.g., Real Estate or 3rd Party DTC).
2. If customer advises documentation was submitted more than 48 hours ago (email) and/or 7-10 business days ago (USPS), check the Communication History Log to confirm whether documentation was received.
1. If documents were received, email accounting to escalate the issue.
2. If documents were not received, verify the customer has the correct email/mailing address, provide correct information as needed, and request resubmission.
1. If the customer has sent the submitted documentation to the appropriate location, email accounting to escalate the issue and CC a supervisor.
3. Set proper expectations for refund processing.
4. Enter notes in the Communication History Log.
   

1. Have the customer submit a divorce certificate.