Remorse Refund Process

A remorse refund request is necessary when a customer would like to return devices from a revenue opportunity for a monetary refund within 30 days of receiving their order. If the customer is out of policy (outside 30 days), Customer Support Leadership approval is needed.

Process Flow

1. Fill out the Remorse Refund Request Form
   a. For access assistance, contact #help-biztech-cust-support-systems via Slack
2. Billing Support team will create Remorse Refund opportunity
   a. An email will be sent to the Remorse Refund requester from the Billing Support team letting the AE know the return has been created and providing a link to the SFDC opportunity
3. Customer has 45 days to return the hardware
   a. Samsara will continue to bill the customer until the hardware has been received and processed. Customer must use the return label provided by Samsara to prevent any delay
4. Warehouse receives and processes the hardware. The return is reviewed for accuracy by the Returns team
   a. After all products are received, the remorse refund opportunity stage will move to ‘Finance Processing’ and handed off to Accounts Receivable 
5. Accounts Receivable credits the customer's account
   a. If there are no issues with the return, the remorse refund opportunity stage is changed to ‘Refunded - Closed’ and the customer will receive a refund within 3-5 days

Escalation Process

1. Internal users (Samsara employee) can escalate a ticket through two separate Slack channels depending on the customer status if AE has not received a notification of a return creation in Salesforce
   a. If standard customer: #standard-support-expedite
   b. If premier customer: #premier-support-expedite 
   
   
2. External users (Customers): Any signed-in customer user can escalate their ticket by following the steps listed here

Remorse Return Stages Explained

Stage	Pending Action	Area of Responsibility
Return Created	Billing Support are reviewing applicable information before changing the stage to Return Initiated	Questions?
Return Initiated	If a return is sitting in this stage for more than 24 hours, there may be an issue with the shipping details
Return Label Sent	The label has been sent and we have not yet received the hardware from the customer If returned product has been delivered (via UPS tracking), allow 2 business days for return processing	Questions?
Finance Processing	Hardware has been received and pending Accounts Receivable team for credit. Allow 2 business days to complete the process, then 3-4 business days for funds to hit the customer’s account For upgrade related returns, allow Accounts Receivable 5-7 business days	Questions?
Refunded - Closed	Return has been fully executed and a refund has been issued
Return Cancelled	Two case scenarios: A. Returns received a request for the return to be cancelled. Check the Notes section for details B. 45 days have passed since the return label was sent to the customer and the stage automatically moved to Return Cancelled	Questions?
Product Processing	Stage used for logistics issues only. It will not negatively impact a customer’s refund and the customer will not be charged for devices in this stage	Questions?

Frequently Asked Questions

Why was my Remorse Refund denied?

If a remorse refund request is denied, Billing Support may reach out regarding early termination. Follow up with the [e-mail] for more information

Customer followed up saying they've returned their devices. Can you check on their status?

If a customer inquires about their returned devices but the return opportunity in Salesforce is still in the Return Label Sent stage:

1. Check the return label tracking listed under Tracking Number field on the return opportunity
   1. Confirm it has been received by Samsara. If the return was received, please allow 2 business days for our warehouse to update item receipt
2. If it's been more than 2 business days, send an item receipt request through this webform or contact us through [e-mail] providing the following information:
   1. Salesforce link to the return opportunity
   2. Serial numbers of the devices they have returned (if applicable)
   3. Return label tracking number

 

Item Receipt Inquiry

•Updated last month by Mariah Medina