Cancellation + Refund - What you need to do

Client reached out to you and wants to cancel the installation:

This is what you need to do: 

• Forward the email to the installer and inform them of the request.
  Also forward it to Omar (oyousif@sbpmpartners.com) and starlink@sbpmpartners.com.

• Reply to the customer confirming that:

  • We have received their request.

  • The installer has been informed.

  • If a refund is required, the request has been forwarded to our Finance Team and the refund will be processed within 7 business days after approval.

• Inform the customer that the ticket will be closed, but they can reopen it by replying to the email.

• Forward the email to Felipe and Carlos asking them to cancel the ticket if you are unable to do it in Jet (the cancel option is restricted to certain users).

• Refund rules:

  • If the amount is $75 and the Order ID starts with RE, guide the customer to request the refund directly through Starlink Support (Support tab in the Starlink app) because the payment was not made to SBPM Partners.

  • If the Order ID starts with ZZ, forward the refund request to Omar (processed by Joris).

  • Change the Subject Line for the Email to Omar - Refund Request - Order ID

Use this template for the customer.

Hello,

Thank you for reaching out to us.

I confirm that we have received your cancellation/refund request.

I will now forward your request to our Finance Team for review. Once the request has been approved, the refund will be processed within 7 business days.

I will close this ticket for now. If you have not received the refund within 7–10 business days, please reply to this email and we will reopen the case for you.

Thank you.