Refunds and Expiration Management
What steps do you follow to issue a refund for a customer’s order?
Click Refund to view all orders, select the relevant order, choose the correct refund option from the dropdown (full, partial – percentage or amount, or check refund), add a comment, and click Refund.
How can agents start or stop auto-renewal for a customer’s subscription?
Agents can start or stop auto-renewal from the customer’s subscriptions tab.
How do you merge or move a subscription to another account?
Select "Move Subscription" in the Account Actions dropdown, provide the recipient account’s email address, select the subscription to move, and click "Move Subscription." Agents can also swap the source and recipient accounts.
How do you create and send a new purchase link to a customer?
Click “New Purchase,” select the package and plan, click “Add Package,” confirm the order summary, and click Send purchase link. The customer receives an email with a link to a McAfee cart to complete the purchase.
How do you register a new customer in the system?
Click the new customer icon on the left menu bar, enter the first and last name, email address, confirm the culture, and click Create.
What refund options are available to agents?
Full refund, partial refund (by percentage or amount), and check refund.
How can you confirm if auto-renewal is turned on or off for a customer?
View the account events to confirm the auto-renewal status.
What is the process for renewing a subscription when there is a card on file?
After selecting the package and plan, confirm the order summary and click Send purchase link. The customer receives an email with a link to complete the renewal.
Can you use the new customer registration feature for an email address that already exists in the system?
No, this feature cannot be used for email addresses that already exist in the system.
How do you extend the expiration date of a McAfee product?
Select Extend Expiry Date, choose the extension period, review the new expiration date, add a comment, and click Extend.
What is the process to cancel a customer’s subscription?
Use the Cancel subscription function in the Actions menu for the subscription, confirm the cancellation, and the transaction type will display as Cancel.
What should you do if there is no card on file for a renewal?
Click “Renew” in the Actions menu for the subscription, select the plan, click “Add Package,” confirm the order summary, and click Send purchase link. The customer receives an email with a link to complete the renewal.