I work as part of the Refunds Team and we look to ensure all refunds are paid and submitted are correctly. We regularly work out volumetric adjustments to check the customer is due the refund. We also contact customers to inform them if there have been any major changes to their request, such as instances where their refund may no longer be due.
As a team we talk to each other multiple times a day, especially now that we are working from home, to chat through anything we are stuck with. As a smaller team we are close knit and the support we provide each other is vital to our role. We all have our certain areas we are experts in, so if we cannot find a payment for example, chances are we know Christine Nimmo or Tracy Buchan will be the ones to find it, or if there is a lengthy payment list you just can’t sort out, Lynn Bowie will take the time and help you through it! And if it is a billing problem, then we work with the Complex Resolutions Team, who are great in supporting us when we need to dive a bit deeper into refund issues.
Most of the time, it is customers querying how long it will take for their refund to reach them, or customers needing historic refund information.
In regards to timescales for a refund being paid, there is no set answer, as each case is dependent on several things. With historic refund information, customers usually want to know what account the refund was for, which is an easy fix.
Because we care about what we are doing. Everyone wants to put the customer first and help them with their queries.
By constantly upskilling and taking great care and attention to their refunds to ensure they receive the correct funds.