Refunds (Alberta Council)

From SJA

This is a draft document.

Contents 1 The Need 2 Policy 2.1 Purpose 2.2 Scope 2.3 Responsibilities 2.4 Definitions 2.5 References and Related Statements of Policy and Procedure 3 Procedures 3.1 Products 3.1.1 Product Refund - Open Sales Order 3.1.2 Product Refund - Posted Sales Order 3.2 Services: Class Refunds 3.2.1 Cancellations Less than Two Days Prior to Class Start Date (No Refund) 3.2.2 Cancellations Two Days or More Prior to Class Start Date (Refund) 3.2.2.1 Open Sales Order 3.2.2.2 Posted Sales Order 3.2.3 Bill-to-Account Cancellations Less Than Two Days Prior to Class Start Date (No Refund) 3.2.4 Bill-to-Account Cancellations Two Days or More Prior to Class Start Date (Refund) 3.3 Issuing Refunds 3.3.1 Transfer Refunds 4 Attachments

The Need

A clear customer refund policy is an important statement of the company's culture and its focus on customer service. Effective customer service, including prompt resolution of complaints, may be a significant factor in cementing business relationships.

A standard policy helps ensure that employees and customers understand the policy, and that it is administered consistently and fairly.

Policy

If the company is at fault, or has provided defective or unacceptable products or services to a customer, every reasonable step should be taken to correct the situation. See various scenarios below.

Class Cancellations

St. John Ambulane reservces the right to cancel classes that do not reach minimum enrolment requirements or for extenuating circumstances. Every effort will be made to notify all registrants in a timely manner prior to the class start date. Fees for cancelled classes will be refunded in full or applied to another course upon request.

Student Withdrawals

Students may formally withdraw from a class by contacting a St. John Ambulance Centre prior to the class start date by telephone, fax, or email. Students and companies are held responsible for courses in which they are registered until they formally withdraw from the coure(s) within the refund deadline dates. Non-attendance does not constitute a formal withdrawal.

Refunds

Students are eligible for a 100 per cent refunds less the administrative charge of $25.00 if they formally withdraw at least two business days prior to the class start date with the exception of the Advanced First Aid, EMR, and Instructor Development courses, for which no refunds will be provided for students withdrawals with leass than three (3) weeks notice of class start date. Individuals who withdrawn from the Advanced First Aid or the Instructor Development Program prior to three (3) week close date are eligible for the full refund less the $25.00 administration fee. Individuals who withdrawn from the EMR Program prior to the three (3) week close date will receive a full refund less the $25.00 administration fee and the cost of the books, which cannot be returned once purchased.

The withdrawal refund may be applied to another course upon request.

For private group course registrations, companies and groups are eligible for a 100 per cent refund less the administration charge of $150.00 if they formally withdraw at least two (2) business days prior to the class start date with the exception of the Advanced First Aid, EMR, and Instructor Deveopment courses, for which no refunds will be provided for student withdrawals with less than three (3) weeks notice of class start date. For the EMR Program the cost of books will be added to the $150.00 administration fee for withdrawals. The refund may be applied to another course upon request.

Failure to formally withdraw from a course within the published deadlines above will result in no refund provided.

Students who attend but are unsuccessful in the courses are not eligible for refunds.

Purpose

The purpose of this Statement of Policy and Procedure is to:

• Provide a high level of customer service
• Ensure that prodcuts and services meet quality standards
• Take appropriate corrective action when products are returned
• Ensure that accounting controls over returned products are strong

Scope

This Statement of Policy and Procedure applies to all St. John Ambulance Alberta Council Staff.

Responsibilities

The Administrative, Business Development, and Finance departments are responsible for ensuring compliance with this policy. The Administrative department is responsible for:

• Recording refunds in accordance to the policy and procedure in the Unity point of sale system
• Advising the finance department of credits to be applied to accounts

The Finance department is responsible for:

• Issuing refunds required to be issued by cheque in a timely manner
• Account credits are processed to invoices accurately and in a timely manner
• Reviewing refunds to ensure they have been signed off on by the Customer Service Representative and Administrative Coordinator
• Following up with any damaged products or products with quality concerns

The Business Development deparment is responsible for ensuring that:

• Customer accounts are familiar with the refund policy and any administration charges that may apply
• Providing feedback and informaiton to operations departments regarding customer compalints and returns

Definitions

None

References and Related Statements of Policy and Procedure

• Unity: Creating an Order (Alberta Council)
• Unity: Transfers (Alberta Council)
• Warranties and Guarantees (Alberta Council)

Procedures

Products

1. If the customer claims that a product is defective or not satisfactory, a refund will be provided. If the customer was billed for the product the refund will be applied to the customer's account, if the customer paid with debit card or credit card the refund will be issued to the card. For customers that pay by corporate cheque or cash, a refund cheque will be issued by the finance department.
2. The reason for product return should be ascertained, and, if appropriate recorded and passed along to teh appropriate deparment.
3. The credit invoice created in the Unity point of sale system must be completed (including the reason for the refund) and forwarded to Finance.
4. Products that have been returned for refund should be inspected by the Stores Department. Original condition products may be returned to inventory. Defective products should be returned to the Provincial Stores Coordinator who will forward the product to the supplier.

Product Refund - Open Sales Order

1. Query for the contact/account being refunded.
2. Click the Name hyperlink.
   

   

   Order view tab
3. Click the Orders view tab.
4. Click the Order Number hyperlink to be refunded.
   

   

   Line Detail view
5. In the Line Detail section highlight the line to be refunded.
6. Copy the line by pressing Ctrl+B. In the copied line item change the Quantity to -1.
7. Click the Payments view tab.
8. Click the New button.
9. In the Payment Status field select Refunded and in the Transaction Type field select Refund.
10. Print the Student Receipt - Training Confirmationi.

Product Refund - Posted Sales Order

1. Click the Orders screen tab.
2. Click the New button.
   

   

   Creating Order
3. Query the contact/account name.
4. In the Price List field click the pick applet and select the correct price list.
5. Click the Order Number hyperlink.
6. In the Line Detail view click the New button.
   

   

   Line Detail view
7. In the Product field select the item being returned by clicking on the pick applet.
8. In the Quantity field enter -1.
9. In the Payment view tab click the New button.
10. In the Payment Status column select Refunded and in the Transaction Type column select Refund from the drop down lists.
11. Print the Student Receipt - Training Confirmation.

Services: Class Refunds

1. When a customer demands a refund for services rendered, the business development department shall interivew the customer to determine the reason that the service was deemed unacceptable. Information about why the service was unacceptable should be reported to the Provincial Training Department.
2. If the company was at fault or provided unacceptable service, every possible step should be taken to correct the errors rather than refunding payments received.
3. If a refund is still demanded, it should be authorized by a Regional Director. The rationale behind the refund should be documented on the credit invoice.

Cancellations Less than Two Days Prior to Class Start Date (No Refund)

Students are eligible for a 100 per cent refunds less the administrative charge of $25.00 if they formally withdraw at least two business days prior to the class start date with the exception of the Advanced First Aid, EMR, and Instructor Development courses, for which no refunds will be provided for students withdrawals with leass than three (3) weeks notice of class start date.

Follow the steps below for students who cancel less than two days prior to the class start date. The below steps are to be completed for both open and posted sales orders.

1. Click the Classes screen tab.
   

   

   Refunds: Class Query
2. Click the Query button and search for the class the student is currently registered.
3. Class the Class Number hyperlink.
4. Click the Current Registrations view tab.
5. Change the student's status to No Show and change the Status Change Date to the current date.
6. Save the record Ctrl+S.

Cancellations Two Days or More Prior to Class Start Date (Refund)

Follow the steps below for students who cancel two days or more prior to the class start date.

1. Click the Classes screen tab.
   

   

   Refunds: Class Query
2. Click the Query button and search for the class the student is currently registered.
3. Click the Class Number hyperlink.
4. Click the Current Registrations view tab.
5. Review the Order Status to verify whether the order is open or posted. Follow the instructions accordingly.

Open Sales Order

Follow these steps if the sales order for the registration is open.

1. Scroll down to the Line Items view tab.
   

   

   Refund Line Detail
2. Highlight the current line item.
3. Press Ctrl+B to highlight the line item.
4. Change the quantity of the new line item to -1.
5. Press Ctrl+B for a second time to copy the line item.
6. In the Product field type Admin. The administration fee will appear. Change the Quantity to 1 for the adminsitration fee line item.
   

   

   Refunds: Line Items/Payment Line
7. GST for the Administration Fee should be zero. If necessary type 0 in the GST column and click the Reprice button.
8. Scroll down to the Payment Lines view tab.
9. Click the New button. The refund amount will display in brackets. Verify the refund amount and the total balance of the sales order is correct.
10. From the drop down list select the Payment Method and Payment Type.
11. Select Refunded from the Payment Status drop down list and Refund from the Transacation Type drop down list.
12. Save the record Ctrl+S.
    

    

    Registrations view tab
13. Scroll up to the Registration view tab.
14. On the registration the student has cancelled from, change the student's status to Withdrawn and change the Status Change Date to the current date.
15. Click the Order Number hyperlink.
16. Click the reports icon and print the Student Receipt Training Confirmation.

Posted Sales Order

Follow these steps if the sales order for the registration is posted.

1. On the student's registration, change the student's status to Withdrawn. Change the Status Change Date to the current date.
2. Highlight the registration number and copy it by pressing Ctrl+C.
3. Click the Orders screen tab.
   

   

   Orders view
4. Click the New button to create the sales order.
5. Click the pick applet in the Last Name field and Query the student's name.
6. Highlight the name and click Ok.
7. In the Price List field click the pick applet and select the correct price list. Click Ok.
8. Click the Order Number hyperlink.
9. Click the Line Detail tab.
10. Click the New button.
11. In the Product field select the pick applet and Query the name of the course the student is withdrawing.
12. Change the Quantity for the line item to -1.
13. In the Registration Number field press Ctrl+V to paste the registration number. If the registration number is unknown click the pick applet to query for the registration number the student is withdrawing.
14. Copy the line by pressing Ctrl+B.
15. In the Product field type Admin. The administration fee will appear. Change the Quantity to 1 for the adminsitration fee line item.
    

    

    Refunds: Line Items/Payment Line
16. GST for the Administration Fee should be zero. If necessary type 0 in the GST column and click the Reprice button.
17. Scroll down to the Payment Lines view tab.
18. Click the New button. The refund amount will display in brackets. Verify the refund amount and the total balance of the sales order is correct.
19. From the drop down list select the Payment Method and Payment Type.
20. Select Refunded from the Payment Status drop down list and Refund from the Transacation Type drop down list.
21. Save the record Ctrl+S.
    

    

    Registrations view tab
22. Click the reports icon and print the Student Receipt Training Confirmation.

Bill-to-Account Cancellations Less Than Two Days Prior to Class Start Date (No Refund)

Follow the steps below for students who cancel less than two days prior to the class start date.

1. Click the Classes screen tab.
   

   

   Refunds: Class Query
2. Click the Query button and search for the class the student is currently registered.
3. Class the Class Number hyperlink.
4. Click the Current Registrations view tab.
   

   

   Current Registrations view
5. Highlight the correct Registration.
6. If an order is being created for an individual registration click the Create Order button. If an order is being created for multiple registations click the Create Group Order - Group Individuals button.
7. Charge the bill-to-account the full amount for the class.
   

   

   Student Status update
8. Change the student(s) status to No Show - Bill and change the Status Change Date to the current date.
9. Click the Order Number hyperlink.
10. Print the Account Order.

Bill-to-Account Cancellations Two Days or More Prior to Class Start Date (Refund)

Follow the steps below for bill-to-account students who cancel two days or more prior to the class start date.

1. Click the Classes screen tab.
   

   

   Refunds: Class Query
2. Click the Query button and search for the class the student is currently registered.
3. Class the Class Number hyperlink.
4. Click the Current Registrations view tab.
   

   

   Current Registrations view
5. Highlight the correct Registration.
6. If an order is being created for an individual registration click the Create Order button. If an order is being created for multiple registations click the Create Group Order - Group Individuals button.
7. Scroll to the Line Items view tab.
8. Highlight the current line item.
9. Press Ctrl+B to highlight the line item.
10. Change the quantity of the new line item to -1.
11. Press Ctrl+B for a second time to copy the line item.
12. In the Product field type Admin. The administration fee will appear. Change the Quantity to 1 for the adminsitration fee line item.
    

    

    Refunds: Line Items/Payment Line
13. GST for the Administration Fee should be zero. If necessary type 0 in the GST column and click the Reprice button.
14. Scroll up to the Registration view tab.
    

    

    Registrations view tab
15. On the registration the student has cancelled from, change the student's status to Withdrawn and change the Status Change Date to the current date.
16. Click the Order Number hyperlink.
17. Click the reports icon and print the Account Order.

Issuing Refunds

All credit invoices are to be prepared and sent to the Finance Manager, who will review the refund for accuracy and authorization. All account credits will be applied against the original invoices to clear the customer’s account. If a payment was receive don account for the returned invoice, the finance department will issue a refund cheque to the customer.

Transfer Refunds

Transfer refunds may occur when a person transfers from a higher priced coursed into a lower priced course. Once the administration fee is invoiced for the transfer and if a balance is still owing to the customer a refund must be issued.

Transfer refunds are only to be applied to debit cards or credit cards. Do not issue cash as a refund. If the student paid by cash the refund may be issued either to their debit card or by cheque. Choose 'Internal' as the payment type for debit refunds. The receipts for debit and credit card refunds are to be signed off by two people and placed in the daily integration package. The two signatures for the refund will include the Customer Service Representative issuing the refund and the Administrative Coordinator for verification.

For cheque refunds complete a payment voucher form which can be found on the S: Drive/Finance/Forms and Schedules/... To the payment voucher form attach a copy of the credit invoice from Unity. Submit to the Accounts Payable Coordinator for a refund cheque to be issued.

Attachments

• Cheque Requisition form