Refund & Deal Cancelled Checklist
General Cancellation Policies:
-If they want to cancel, that is okay, but... we must stick to the policy.
-No handling the issue over email or text. They must call us and talk to LT.
-If they are having issues with getting results, before letting them cancel, they must work with another Dog Pro
Fill Out The Form Below Then Execute the Checklist
Deal Cancelled and We Return ALL the Money
For refunds where we give all the money, refund them minus the CC fee.
1) Alert City Manager of situation & Try to save the deal
2) Change the Investment to $0 on GHL
3) Change the in the Pipeline from “Won a Client” to “Sold Then Refunded”
4) Cancel their Tribe Membership on the site. Here is the How To video.
6) Take any lessons off the calendar
7) Cancel any necessary invoices.
8) Execute the refund. Inform the client you did the refund and send a confirmation picture. NOTE: If they are a PayPal refund, we need to make sure that we refund them out of the proper account.
8) Add refunds to daily numbers spreadsheet or update TA and have her do it.
9) Inform the EP & the CRM and have them add the refund to their spreadsheets (if applicable, AKA the training hadn’t started yet!)
10) Document all relevant info in the notes
If a client cancels their program and we ARE keeping some of the money, then…
How to calculate refunds…
1) Take the processing fee off of the top (Stripe & PayPal are 3.5%. Affirm is 5%.)
2) Take the gear price off of the top ($50 for On-Leash, $200 for Off-Leash, $300 for 2 Dog Off)
3) Divide the amount of lessons by the dollar amount the spent. This is the Per Lesson $ amount. Charge them for the lessons received. Example: $1997/6 lessons = $333/lesson. If they had 2 lessons, we’d charge them $665 on top of the Processing fee AND the gear fee.
Administrative Steps…
1) Leave the Won a Client field,
2) Change the Investment to whatever money we are keeping
3) Keep the Payment Platform to whatever it is
4) Keep the Start Date and Deal Closed Date
5) Change the T4.1 tag to T4.4 - Cancelled But Had A Few Lessons
6) T4.4 - Cancelled But Had A Few Lessons
7) Tell the Lead Eval Setter NOT to pay a referral fee (if the deal came from a person)
8) Cancel Tribe Membership if necessary
9) Document all relevant info in the notes
Reasoning: We can...
Pay commissions on the part of the money that we did NOT refund,
Figure the sales ratios based on a deal that DID close (the rep did their job even if the client services didn’t keep the client)
We can tell who had training from us, vs those who had none or went all the way to graduation.
Refunds
Refunds are given typically for three reasons below. Sometimes there are other reasons, but those are the most common.
1) Someone cancels an order before starting
2) Someone isn’t happy with something and they want to cancel
3) Life comes up
How to calculate a refund:
So we bill for each lesson + the equipment. Take the total price of the program > divide by the amount of lessons scheduled to get price per lesson. Then take how many lessons they did and multiply by the per lesson amount. Subtract this number from the total program amount and you have the refund amount before the equipment charge.
Example. $1,697/6 (using off leash as example) = 283. The client did 3 lessons so that is $846. $1,697-$846 = $851 refund BEFORE equipment charges
The remote collars are $200 and the prong collars are $20.
There is a $49 cancellation fee for cancelling before the program is over BUT unless they are mean, we almost always waive the fee.