How Should Agents Handle Customer Refund Requests?

Agents are responsible for explaining the applicable ticket and refund policy and setting clear expectations with customers. Do not promise a refund or tell customers that Customer Care can issue one or that they should call back later to speak with someone else.

1. Explain the Refund Policy First

Review the applicable policy and explain whether the customer's ticket qualifies for a refund.

• If the ticket does not qualify for a refund under the policy, clearly explain this to the customer.
• If the ticket qualifies for a refund, direct the customer to submit a request through the refund form.
• If the customer believes their circumstances warrant an exception, they may also submit a request for review.

Do not imply that another employee or department will automatically approve a refund.

2. Direct Customers to the Refund Request Form

Direct customers to ridecj.com/refund to submit a refund request.

Ask customers to include as much information as possible, including:

• Trip details
• Why they missed their trip or no longer needed it
• An explanation of the circumstances surrounding their request

This information helps the appropriate team review and process the request.

3. Set Expectations About Refund Approval

Submitting a refund request does not guarantee that a refund will be issued. The form allows the appropriate team to review the customer's circumstances and determine whether a refund is warranted.

Agents should explain this clearly and avoid making promises about the outcome.

4. Suggested Customer Response

If a customer requests a refund for a ticket that does not normally qualify under the policy, agents can use the following response:

"Based on our policy, this ticket would not normally qualify for a refund. If you feel there are circumstances we should consider, you can submit a request at ridecj.com/refund. Please include your trip information and an explanation of what happened. Submitting a request does not guarantee a refund, but it will allow the appropriate team to review your situation."

Key Reminder

Always explain the applicable policy first. The refund request form is the next step for customers whose tickets qualify for a refund or who want their circumstances reviewed for a possible exception.

Do not promise a refund, guarantee an exception, or direct customers to call back later expecting another employee to issue one.