Introduction

There are a few main refund scenarios that a consumer can initiate, either by contacting the operator directly or by using the 365Pay app. The outline below details these various scenarios and what the consumer, the branch, and 365 will need to do to complete the refund or close the account.

See the 365Pay App - Refunds and Account Closures and V5 - Refunds and Account Closures articles for further information. 

Legacy Product Refunds

A consumer contacts their local branch requesting a refund for a purchase.

• The branch is running a Valet GMA kiosk – branch admin should:
  
  
  1. Open SmartHQ.
     
     
  2. Select Global Market Accounts in the Customer Service column.
     
     
  3. Search for and select the name of the consumer requesting the refund.
     
     
  4. Adjust the balance to the new amount with the refunded price.
     
     

Legacy Closing Accounts

A consumer requests that we close their account and they do not have access to the 365Pay app.

• The branch is running a Valet GMA kiosk – branch admin should:

1. Go to SmartHQ.
   
   
2. Select Global Market Accounts.
   
   
3. Search for and select the name of the consumer requesting the refund.
   
   
4. Select Payout and Close and confirm the action.
   
   
5. 365 will credit the funds from the Payout and Close to the branch in their “GMA Disbursement”. The branch admin must return the funds to the consumer.