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Agent error, < 117 days since the date the cs claims the error was made.
Consult with your sup/ team lead
Always note down the right ID, name/account (copy and paste for sure) (not your own ID)
DO NOT use slashes, commas, underscore, or dash immediately after this
Don't escalate but have to provide valid proof ( previous chat log, ask the cs) take from Vnext
You have prove, Can you refund?
Yes-> S-case, input agent error code, and leave note
No (<2500$) -> consult, create S-case, use refund as credit
Can you prove?
No: Create S-case, consult and refund.
site error: differentiate from a content error or property error
Normally frontline agent don't have proof for the site errors -> consult with a sup to handle the issue.
Credit vs Refund
Credit (pay later): full amount, property waiver approved. usual more than 500, use for car or activity enroute
Refund (pay now): can apply with partial refund (if the property agreed), less than 500, perk of loyalty program. use when cannot cancel or change
Express empathy (service you can't offer ) I'm understand that you are feeling frustrated that you did not receive the right amount you should have. However, this request is processing by the offline team, the frontline team cannot make any adjustment. hence the final decision will pending on
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