What is the Hi5 Refunds Feature?
The Hi5 Refunds feature lets you manage viewer refund requests directly from the Cleeng Dashboard. Instead of relying on automatic refunds, you can review each request, contact the viewer if needed, and decide whether to approve or reject it, putting you in control of the process and helping you deliver a better customer experience.
Key Benefits
- Centralized management: View and handle all refund requests directly in the Cleeng Dashboard.
- Manual control: Approve, deny, postpone, or email the viewer, based on the context of each case.
- Timed automation: Refunds are processed automatically if no action is taken within 5 days.
- Pre-screened requests: Only refund requests reviewed and validated by the Cleeng Hi5 Team are shown.
How It Works
- When a viewer requests a refund, a pending request appears in the Customer Refunds Dashboard after being reviewed by the Cleeng Hi5 Team for compliance with the Refund Policy.
- You will receive a notification on your Cleeng dashboard when a request is pending.
- You have up to 5 days to process a viewer refund request, or the refund will be processed automatically.
- Once you approve or deny the refund, the viewer is notified automatically.
How to refund your Customers when using Hi5
Step 1
To see the pending requests, log in to your Cleeng dashboard > Customer > Refunds.
*Important to note: All refund requests that are shown in this view have first been screened by the Cleeng Hi5 Team and have been submitted in line with the standard Cleeng Refund Policy.
Step 2
Once you are inside the refund section, you will be able to see all of your current refund requests that need attention.
Each column per request provides all the information about the request, including:
- Transaction ID
- User email address associated with the purchase
- Status of the request
- Reason for the request
- Price of the transaction
- Refund request date (The date when the Hi5 team has submitted the request on behalf of the end-user)
- Time to respond (The number shown here is the amount of time left to handle the refund request. A refund will automatically be granted once the number hits 0)
Step 3
Following this, you are presented with four (4) options to help you make your decision on the request.
1. Approve Refund
By clicking on the green ✓ button, you are approving the refund request. The customer will receive an email stating that their refund has been granted, and the funds will appear in their account within 3-5 business days, depending on their banking provider's clearing period.
2. Deny Refund
By clicking on the red X button, you are choosing to deny the customer's refund request. The customer will receive an email stating that their refund has been denied based on Cleeng’s refund policy.
When denying requests, we highly recommend taking the customers' experience and retention into account. Some users, unfortunately, do run into issues when viewing your content. Given this, it could be worthwhile utilizing option number 4 and emailing the customer (have a read a little further down).
3. Postpone
By clicking on the purple clock button, you are postponing the refund for a further two (2) days to provide yourself or team with more time to look into the request. At the end of this period, if no decision has been made, the refund will be processed automatically.
4. Email
Clicking on the @ button will trigger a new email to be opened on your device's default email. For example, if Gmail is your default email, a new Gmail email will be opened. The user's email will be auto-populated, saving you time and allowing you the ability to engage with the customer quickly.
Please note: After you have either processed or denied a refund, you will still have the ability to contact the customer directly by clicking on the @ button.
There you have it! You now have the ability to not only handle your refund requests but also gain a deeper insight into the issues your viewers are facing and find ways to improve the overall user experience.