- Websites
- Types of Calls
- Important info to Gather
- Should I Refund the Order?
- Refund with Store Script
- Pending Charges
- Looking Up a Transaction in IQ
- Looking up an Order in PWR
- Important Notes About Fraudulent Charges
- How to Tell if a Refund has already been issued
- Internal Theft
- Submitting the Refund at the Office
Websites
IQ- https://www.accessmyiq.com/
PWR- https://pwr.dominos.com/PWR/Login.aspx?ReturnUrl=%2FPwr%2F
Refund Page in MACipedia- Refunds *This will have instructions for the store on how to do refunds in PULSE including Google Pay, Paypal & Apple Pay.
Types of Calls
- Pending Charges
- Most refund calls are actually pending charges, but I’ll show you how to verify that in a few sections.
- Fraudulent Charges
- Internal Theft (kind of like fraud but typically it is a driver adding a tip)- Report these to incidents@macpizza.net , they are usually on top of it but sometimes this is the first they hear of it.
- Bad Service that the store did not take care of
- Tax Charged on a Tax Exempt order
Good Generalized response: “I’m so sorry this has happened do you, if you’ll give me just a moment to get logged into my reporting website, I can defiantly look into that for you.”
Important info to Gather
- Last four of card
- Date of transaction (may be different than what they see at the bank so I always do a date range)
- Store (Their transaction will show a four digit code next to our phone number that usually starts with a 6, 8, or 9 referring to the store number)
- Order total (If looking in PWR the order total may be different because it shows pre-tip)
Should I Refund the Order?
- If it is within 30 days of the transaction the store/DM should do the refund, even if it is just a partial refund (like tax).
- If the store has been unhelpful with the refund- send the info to the DM
- If the DM is also unresponsive then talk to Morgan and we may take care of it for them
- We cannot refund a different card than the one originally used for the order
Refund with Store Script
Howdy,
Please issue a refund for xxx xxx (xxx) xxx-xxxx in the amount of $xx.xx.
For simplified communication, I have CC’d the customer in this email. As a note, please do not ask for/provide card information via email. For safety and security, this is information is best provided via phone.
Please reply all when this has been completed.
Pending Charges
Pending charges usually identified by the customer as fraudulent or theft and typically happens when the customer/TM puts in an invalid billing zip. You’ll see a pending charge for each attempt with the wrong info. I always tell the customer:
- “This is something your bank will do for your safety and security to help you identify if someone was trying to fraudulently use your card, typically when you call them to let them know what is going on, they will drop the pending charge.”
I always offer, but never really have anyone take me up on it:
- “If your bank needs something from us on a a letterhead stating that we will not be taking these funds- we can get that over to them, just have them send us a request.”
Looking Up a Transaction in IQ
Looking up an Order in PWR
If they don’t know their card number you may have to cross-reference with PWR to narrow down results
Important Notes About Fraudulent Charges
If an order is verified as fraudulent:
- Save a screenshot of the order information
- Tell them the city it is placed in (sometimes this rings a bell and they figure out who had their card or if they ordered for someone else)
- Do NOT share the order name/phone number/address- for safety & security reasons this can only be shared with the bank or a police officer
- Even though it seems weird to not be able to share a thief’s info, we don’t share just in case of retaliation (sometimes it is a person they know)
- Pressing charges must be done in the county the order was placed in (i.e Houston = Harris County)
- If an order was placed online it is technically a felony because it is considered inner-state commerce, mentioning this usually lets the customer know we are taking them seriously
- You can request IP addresses for these orders from Shawn Rynerson shawn.rynerson@dominos.com to share with a police officer
- “Howdy Shawn, Could you help me with another order IP address for a police investigation? Store xxxx in xxxx, TX. Order x on x/xx/20xx (Order info from PWR screenshotted below)”
- Do NOT refund fraudulent orders
- Encourage them to contact their financial institution if they have not already to dispute the charge and get a new card issued
- If they want us to refund I always say “We don’t refund fraudulent charges that way they stay classified as fraud with your bank.”
How to Tell if a Refund has already been issued
In PWR you will see a negative amount in the 2nd payment type box if an order has been refunded already
In IQ show the date of the refund transaction with a Response Code of “Acknowledgment of Refund Request”
- This search was done with a date range & last four of the card number
Internal Theft
- I usually have the DM refund these unless it has been over 30 days
- Report to incidents@macpizza.net (or just message ) sometimes they already are investigating
- Incidents will take over from here, but usually they will have the store look for the physical receipt for the order
Submitting the Refund at the Office
- You will need to have someone put in the code to the machine
- Sometimes the machine needs a reset (i.e. unplug & plug it back in)
- Type in the full card number, expiration date, order total
- Click “No” to card being present
- Take the receipt that prints to the scanner
- Scan to X Drive (select 3.5 x 5 for the image size)
- Email receipt to customer
- Fill out a new page in the Transaction book (should be with the person who put the code in for you)
- Tape the receipt to this page
- Make sure you put the correct account code (i.e. Sales, etc.)
- Leave the book open to the new page on your helper’s desk so they can settle it at the end of the work day