CS Update: New Credit Refund Policy – Effective Immediately

We’ve updated our Credit Refund Policy and want to make sure you’re across the changes.

Key Change

• Credit refunds will now be aligned only with the customer’s Société Status.
• LTV (Lifetime Value) and Compassionate Circumstances are no longer considered.

What Agents Can Offer (No Approval Required)

• No Membership/Bronze – 50% refund / 50% forfeited
• Silver – 70% refund / 30% forfeited
• Gold – 80% refund / 20% forfeited
• Platinum – 90% refund / 10% retained as credit

If Customer Rejects

• Reiterate that credits are non-refundable.
• Explain that the initial offer is a gesture of goodwill.
• Offer an Insurance Letter to assist with a claim.

If Customer Persists

• Escalate to Agent Support with the customer’s desired outcome.
• TL/AS approval is required before the following can be offered:
• Bronze/Silver – 80% refund / 20% forfeited (final offer)
• Gold – 90% refund / 10% retained (final offer)
• Platinum – Remains at 90% refund / 10% retained as credit

Important Notes

• Bonus Credit is not eligible for refund – ensure this is removed.
• Agents cannot offer above baseline without TL/AS approval.
• Only Head of CX or higher can approve exceptions (e.g. reputational risk escalations).

This new process ensures consistency and fairness across all refund requests while recognising our customers’ Société loyalty status.

Thanks for taking the time to review this update and please ensure you’re following the new flow for all refund requests moving forward.

You will be required to complete the following Litmos Learning Module: https://luxuryescapes.litmos.com.au/admin/courses/4097509/content

If you have any questions, please reach out to your TL

📧 This was also communicated via email on 27th August 2025, titled "📢 Update: New Credit Refund Policy – Effective Immediately" sent by Riley L (Customer Experience Operations Leader).