1) Do we place the refund amount in Clarify with/without HST? a) With HST b) Without HST c) We don’t process adjustments 2) How do we know how much we need to refund to the customer? a) We need to ask to the customer b) As much as the customer is asking c) Use the SF paths and do a research in DEBE and Clarify 3) What is the type of case we select to process an adjsutment? a) Billing case b) EST case c) Care case 4) If the customer needs a refund for the whole CIP+ amount and the maintenance is not used, how many adjustments we need to create? a) 1 b) 3 c) 2 5) If the customer has MH and upgraded to HIP+ and the MH remained active in the system, how much do we refund? a) We refund the amount of months not used b) We do not refund anything in those cases c) We refund the total amount of 75.00$ 6) What notes do we need to include in the BA case? a) Only the refund calculation b) The reason why he needs a refund c) The reason why he needs a refund + Plan to be refunded + Calculation of the refund

Refund and BA questions

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