Refund Cheat Sheet

Calculating Partial Refunds

1. Determine the number of days used.

2. Calculate daily cost:

   • Formula: Total membership cost / Number of days

3. Determine refundable amount:

   • Formula: Total membership payment - (Daily cost x Days used)

Example Calculation

• 30-day premium membership: $109.99

• Days used: 10

• Daily cost: $3.66

• Total refund: $109.99 - ($3.66 x 10) = $73.39

Membership Pricing Breakdown

• 1-Month Membership: $3.66/day

• 3-Month Membership: $3.22/day

• Diamond Membership: $9.17/day

• Boost Packages:

  • 5 Boosts: $7.99/boost

  • 10 Boosts: $5.99/boost

Refund Processing Instructions

Use2Pay Refunds

Full Refund

1. Locate transaction in Use2Pay.

2. Click Refund Payment → Default Full Refund → Click Refund.

Partial Refund

1. Locate transaction in Use2Pay.

2. Click Refund Payment → Select Partial Refund.

3. Enter refund amount → Click Refund.

DMS Errors: If refund fails, escalate to Billing after 24-hour processing period.

Google Play Refunds (Level 3 Reps & Higher)

1. Retrieve Transaction Reference Number (GPA.XXXX).

2. Log in to Google Play Store → Go to Order Management.

3. Search transaction → Click Refund.

4. If partial refund, toggle Pre-Tax field → Submit.

Special State Terms

• Arizona, California, Connecticut, Illinois, Iowa, Minnesota, New York, North Carolina, Ohio, Wisconsin: Eligible for full refund within 3 days of purchase.

• Assign all special state cases to Billing.

• Refund approval results in permanent ban.

Escalations & Additional Policies

• Chargeback Prevention: Escalate if customer threatens dispute action.

• Duplicate Payments: Escalate for review.

• Unauthorized Access: Refund cases of unauthorized payments on real accounts.