Take this source text:

''The Payments and Refunds Manager

The 28th March we will be introducing a new payment tool within SalesForce called Payments and Refunds Manager

The tool will enable you to easily view/refund any  claims related payments rather than having to open several windows and tabs. 

Part of this tool is already live for Telenor Norway; we refer to this as the Telenor Norway Core Charge & Refund tool.

We’ve been using this tool since last year, and the design principles are identical for this new tool!

We will launch the Payment and Refunds Manager Tool for all markets!

We will do this in phases - starting with Portugal on the 28th of March and continue to roll this out to all in the following months

Throughout the module, you will see the Payments & Refunds Manager tool referred to as ....

Click the continue button to learn about PARM and to understand how the tool will improve your user experience in SalesForce!

What are the Learning Goals of this module?



By the end of this module, we would expect you to:


• Understand why we are changing to the Payment and Refund Manager Application 

• Understand where the tool is located in Salesforce & how to access it

• Understand how the tool works and which steps you’d need to take when handling refunds/charges

What have we been doing until now?

We have currently been utilising multiple buttons within SalesForce in order to handle the payment process for claims

•We have been using “Payment History” to see deductible charges

• We have been using “Refund E-Payment” for deductible refunds

• We have been using “Manage Core Fee Charge” to charge applicable core fee charges

• We have been using “Claim History” to view Core Charges

• We have been using “Refund Claim Core Fee” to refund core fee charges


 We know that having a great conversation with a customer and navigating our systems can be challenging, so as a part of a global SquareTrade initiative, we want to streamline and improve your user experience by simplifying the process for you.

We are going to simplify the way that we view, charge and refund payments by putting them all into one snazzy tool….enter PARM!



See below a sneak peak of how PARM will look and which functions are all included within the tool: 

How will PARM work?

The tool will be integrated directly in SalesForce via an Action Button on the claim page called Payment and Refund Manager:


Depending on your role, you will be able to:

• View deductible captures/refunds made on the claim (everyone)

• Refund deductibles (everyone)

• View Core Fee Charges/Refunds (everyone)

• Charge/Refund Core Fee (Backoffice, Complaints & Escalation Team only)



As mentioned before, you’ll launch the tool via the button Payment and Refund Manager which will launch PARM:




For deductible payments, you can EASILY see whether this payment is captured directly (authorised and paid) or whether it's pending capture (and will be captured when you approve the claim)



Note: If a deductible requires a capture, this is typically because the claim is not approved yet. The charge will happen when we approve the claim.  You will just need to go through File a Claim and approve it*

*If this does not work, you can go to Old FACA via Update Claim and capture the deductible when approving the claim



Another great benefit of the PARM Tool:

11 Professional Registration top tips	
  

The PARM tool can be left open and any Claim ID can be entered in the top search bar of the tool to view payments related to another claim!



Let's look at deductible payments!


We now know that any deductible payment for a specific claim can be found in PARM tool. The tool is opened from the Claim Page via the button Payments and Refunds Manager

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How do deductible refunds work?


From time to time we might have to refund the paid deductible to a customer.

This could happen if e.g. the customer was charged the wrong amount or more than once, the customer wants to cancel their claim or if it has been authorised through the complaints/backoffice team or a manager/mentor.


To refund a deductible, you would just click the “Refund Deductible” button:



A pop-up will appear, prompting you to select the charge you would want to refund:


The full deductible amount will be pre-filled automatically
If you need to do a partial refund*, you can adjust the refund amount to a smaller amount once you have selected the charge:

*A partial refund could for example be half the deductible  or a refund of 10EUR to purchase a new phone case as a part of complaint solution



Before refunding, you need to select the reason for WHY you are refunding

The reason should be selected in the dropdown menus "Primary Reason" and "Secondary Reason"

Which dropdown should you select?

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Take a look below to understand which options you will be able to select when refunding a deductible!


Primary Reason	Secondary Reason	Explanation


Outside of TAT target	Logistics Delays	Compensation refund due to a delay with the delivery of a device
Repair Delays	Compensation refund due to a repair delay
Alternative Resolution Delays	Compensation refund due to a delay with getting the alternative resolution fulfilled



Item Issue	Wrong item received	For example a goodwill refund as a part of a complaint if the customer has received a wrong device
Missing parts/accessories	This could be a partial refund for e.g. the SIM card tray missing after repair
Defective/Damaged item	This could be a goodwill refund as a part of a complaint if the customer has received a defective device

Contractual	Incorrect T&C communicated	Customer was misinformed about their deductible - therefore DD refund has been granted


Customer Request	

Claim cancellation request	
Customer wants to cancel their claim, which they have not made use of yet.

E.g. repair claim approved, but device not sent for repair. Or a replacement approved and the customer has refused delivery




System Issue	Failed claim	This could be a goodwill refund as a part of a complaint/support request if the failed claim has caused a delay for the customer
Incorrect Deductible pulled	Wrong deductible amount was charged for the claim due to a system issue
Other System Issue	Any issue not captured in the other reasons - for example a claim processing issue causing a delay for the customer

Claim Filing	Claim filed incorrectly	Claim filed with wrong resolution and therefore wrong deductible was charged
DD Charge duplication	Deductible was captured more than once for 1 claim




Once you have filled out all fields, you can hit the "Refund" button 

You will see a confirmation like shown below and the refund will be visible in the transaction overview 


When refunding a deductible, you will see a “Send email” tick box

There will NOT be any emails triggered for any market, so you can leave the tick box as is and continue to send any applicable emails manually!


Let's look at Core Fee Charges

 

Returns and Exchanges

As a part of our T&C's we will in majority of cases require the broken device back once we have successfully serviced the customer

We have our NRC (non returned core) process in place for all markets. In case the customer does not return their core within the given deadline, they will be charged a core fee (an amount up to the value of their device)


Core charges and refunds will also be managed within PARM.
Any Core Charge or Refund will appear in the transaction history with the amount and reason as shown below:


Who will use the Core Charge/Refund options in PARM?


As a customer service Agent, you are NOT to charge a core fee for a customer - this is all done by Backoffice as part of the NRC process.


However ..

Exception To The Rule Quotes. QuotesGram

.. For the countries doing deductible restructure in case of failed repair claims, you will need to use the "Core Fee Charge" option within the PARM tool to charge the remaining deductible.


How does it work to charge a Core Fee? 

To Charge a Core Fee, you simply click the "Charge Core Fee" button



You will be able to choose the payment method to charge and the charge amount




Lastly, you will need to select the reason for WHY we are charging the core fee:

You will have a simple dropdown selection to choose from



When you have selected the payment method, charge amount and reason for charge, you can press the "Charge" button


Same as for deductibles, you will see a “Send email” tick box

Again, no emails will be set up, so just leave the tick box as is and continue to send any applicable emails manually!





How do you refund a Core Fee within PARM?

As well as charging the customer in case they do not return their core, we naturally also refund the charge should the customer successfully return their core later on.

This section will focus on steps to take if you need to refund a core fee.



What is important to know as a Customer Service Agent?


You might receive a call from a customer informing they have returned their device. However, you should NOT refund the core charge!
- You will need to raise an EU Support Ticket for Backoffice to follow up

Backoffice will need to verify the return first, and will proceed to issue the refund if applicable.

 

If you need to raise an EU Support Ticket for a Core Fee inquiry, follow the steps below!

• Insert a detailed description of why the customer called and how you helped to try and resolve their inquiry 

• Choose the Ticket Reason "Core Return" for why you are raising the request

• Choose the applicable Reason Detail for why the customer called

• Save the ticket as New and move it to the General Queue of your market



What is important to know as a member of Backoffice or the C&E Team?

 

If you need to refund a Core Fee, you will do so by clicking the Refund Core Fee button in PARM


Just like for the deductible refunds, you will get a pop-up, where you will need to select the Core Fee Charge you want to refund:


As for the deductible refunds, you will also need to select WHY you are refunding:

You will be able to select any of the below options:

• Customer Experience or Gesture of Goodwill

• Device Confirmed as received

• Shipment Delay

• Charged in Error

• FMI Deactivated

 

 

Once you have filled out all fields, you can hit the "Refund" button 

You will see a confirmation like shown below and the refund will be visible in the transaction overview 


A Recap of the Payments and Refunds Manager

Before we end the course, let's summarise what you should have learned!


1)

On the 28th of March we will launch our new PARM tool for Portugal.
We will let you know, when PARM goes live for your market!


2)


PARM is a built-in SalesForce application which combines an overview of ALL claim related charges/refunds.
PARM will replace the need of opening several different tabs to see claim related payments


3)



The tool can be opened from any claim page via the button Payments and Refunds Manager
You can keep the tab open and enter any claim ID you want to see payments for



  4)




In case you need to refund a deductible or a core fee charge, you will need to select a reason for the refund
The reason will be visible in the transaction overview, so that you can easily see why we refunded a charge





Should you require more support with the Payments and Refunds Manager, we will have a knowledge article uploaded for you directly in the SalesForce Knowledge Base.

Just search for "PARM" or Payments and Refunds Manager directly in the search bar in SalesForce to find relevant support articles!



What were the Learning Goals of this module?


We would now expect you to:


• Understand why we are changing to the Payment and Refund Manager Application 

• Understand where the tool is located in Salesforce & how to access it

• Understand how the tool works and which steps you’d need to take when handling refunds/charges''


And answer the flowing questions based on the source text above:

What does PARM stand for?
What functions will be available for me to use in the tool? 
How will PARM be accessed?
When the customer purchased their plan, their terms informed there would not be a deductible to pay. Due to a raised complaint, it was approved we can refund the charged DD due to the misinformation. Which dropdowns should be selected for this scenario?
Which Refund Dropdown categories do you need to use if the customer got charged the deductible more than once?''