How to Request a Refund

Modified on Tue, 14 Apr at 8:41 AM

Overview

This guide explains how to submit a refund request for a customer account through the Support Notes system. When a credit has already been set on an account and a refund needs to be issued, this process ensures the request is properly routed to the Cornerstone team for processing.

This article is intended for dealer account users who have the ability to create and manage support notes within a customer account.

Before You Begin

Before submitting a refund request, confirm that a credit has already been set on the customer account and that the original support note associated with that credit exists and is accessible.

How to Request a Refund

Follow these steps from within the customer account to submit a refund request to the Cornerstone team.

Navigate to Support Notes. From the customer account, click Support Notes.
Locate the original note. Open the original note that was set for the credit.
Access the note entry field. Click the Time/Date Stamp to open the note entry area.
Enter the refund request. Type the request to issue a refund in the Notes field.
Set the Call Status. Set the Call Status to To Corner.
Set the Disposition. Set the Disposition to Open.

⚠️ IMPORTANT

Both the Call Status and Disposition fields must be set correctly — To Corner and Open respectively — for the request to be routed to the Cornerstone team. Submitting the note without these settings may result in the refund request not being processed.

Need Additional Help?

Our Customer Success team is here to assist you.

Phone: 847-405-9517 x1
Email: customer.success@alarmbills.com