Refunds on Fraud Score > 75

***For all Refund cases checking customer fraud score is mandatory***

No refund should be given to customer with fraud score 75 or higher. Applicable for both Loyal & Non Loyal Customers

But if the customer raises any complaint about Poor service or Damage, we can consider for the refund only after the following check points:

• The agent must verify the damage by calling the professional (Mandatory).
• The agent must check with the Team Lead (TL) and the client.
• Only after verification and approval, the agent will refund the customer. 

How to check the Customer's Fraud Score (Screenshot below):

Customer Profile>Fraud Score>Fraud Profile>refund_fraud_cx_rule

Note: If the professional confirms only then we will refund to the customer. If pro is denying for the damage or pro is not contactable then we will deny for the refund.