Refund Process for Roku and Android Purchases

Introduction

This user guide provides detailed instructions for processing refunds through our Content Management System (CMS) for purchases made via Roku or Android. By following these steps, you can ensure a seamless refund experience for users while adhering to company policies.

Prerequisites

Before you begin, ensure you have:

• Administrative access to the CMS.

• Knowledge of the user’s purchase details.

• Familiarity with company refund policies.

Step-by-Step Instructions

1. Log in to the CMS

Open your web browser and navigate to the CMS login page. Enter your username and password, then click Login.

2. Navigate to the "Users" Section

Once logged in, find the Users section in the main menu or dashboard.

3. Search for the User

You can search for users using various criteria:

• All: View all registered users.

• Email: Enter the user’s email address.

• Name: Search by the user’s first or last name.

• Phone Number: Search using the user’s phone number.

• Payment Unique ID: Use the unique ID related to their payment.

• Gateway Charge ID: Enter the charge ID from the payment gateway.

4. View User Details

Select the user from the search results to view their details.

5. Access Billing & Purchase

Click on the Billing & Purchase tab to view the user’s billing history and subscription details.

6. Access Subscription Plans & Entitlements

Click on SUBSCRIPTION PLANS & ENTITLEMENTS to see the user's current subscriptions.

7. Open Details Window

Click on the eye icon under the Action tab to view detailed information about the subscription.

8. Click on the Refund Option

Locate the REFUND option in the details window.

9. Select Refund Type

Click on the three dots next to the REFUND option to choose the refund type:

• Issue Fixed Amount Refund: Select this if you want to refund a specific dollar amount.

• Issue Percentage Refund: Choose this to refund a percentage of the total amount.

Important Information

• Processing Time: Refunds typically take 3-5 business days to appear in the user’s account, depending on their bank or payment method.

• Eligibility Criteria: Ensure that the purchase meets the eligibility criteria for refunds as per company policy.

• Documentation: Keep detailed records of all refunds processed for auditing and compliance purposes.

Troubleshooting

1. Login Issues

• Unable to log in to the CMS: Check your username and password. Ensure your account is not locked. Clear your browser cache or try a different browser.

2. User Not Found

• User cannot be found: Verify the search criteria for accuracy. Ensure the user exists and try different search parameters.

3. Accessing User Details

• Unable to access user details: Confirm permissions to view user details. Refresh the page or log out and back in.

4. Billing & Purchase Tab Not Visible

• Tab not visible: Check if the selected user has billing information. Verify your user role allows access.

5. Refund Option Missing

• Refund option not available: Ensure the purchase is eligible for a refund and that the subscription is active.

6. Processing Time Delays

• Refunds taking longer than expected: Remind users that refunds typically take 3-5 business days. Check with the payment gateway if necessary.

7. System Errors

• Encountering error messages: Take a screenshot of the error and refresh the page. Report persistent issues to IT support.

Contact Support

If you experience any issues or have questions not covered in this guide, please reach out to our support team:

• Email: techsupport@viewlift.com

• Phone: +1-800-859-0420 (US) or +44-203-014-8921 (UK)

Our support team is available to assist you with any concerns or technical difficulties you may encounter.