Objective
Ensure all customer credit requests are handled consistently and routed to the Onboarding Team for review, approval, and next steps in alignment with Spark’s membership billing practices.
Scope
Applies to all Spark Support interactions (chat/email/ticket) where a customer requests a credit, account credit, billing adjustment, or credit toward future invoices.
When to Use This SOP (Triggers)
Follow this SOP when a customer:
Requests a credit for a past charge, service, or invoice
Asks to apply a credit toward a future bill
Requests “store credit,” “billing credit,” or “credit on my account”
Mentions dissatisfaction and asks for compensation (credit) instead of (or in addition to) a refund
Process
Acknowledge the request and set expectations
Confirm you understand they’re requesting a credit.
Let them know the request must be reviewed by the Onboarding Team.
Collect required details (minimum intake)
Capture the following in the ticket before transfer:Business/Account name
Primary contact name and email
Amount requested (or invoice/charge amount)
Reason for credit request (1–2 sentence summary)
Related invoice number(s) and date(s), if available
Relevant screenshots or transcript excerpts (if provided)
Transfer the case to the Onboarding Team
Reassign/route the ticket to Onboarding Team (per your internal routing method).
Add an internal note: “Credit request—requires onboarding review/handling.”
Include all intake details so Onboarding can proceed without follow-up.
Confirm handoff to the customer
Inform the customer the request has been forwarded and they will be contacted by the Onboarding Team.
Avoid committing to approval, timelines, or amounts.
Communication Guidance (Customer-Facing Template)
“Thanks for reaching out—I've documented your request for an account credit and forwarded it to our Onboarding Team for review. They’ll follow up with you directly after they evaluate the billing details and next steps.”
Documentation Requirements
Before closing your portion of the case:
Ensure the ticket includes the intake fields listed above
Log the reason for the request and any relevant context
Confirm the ticket is assigned to the Onboarding Team and status reflects “Transferred/Onboarding Review” (or equivalent)
Notes / Exceptions
If the customer requests an urgent credit due to service disruption, still transfer to Onboarding, but mark the ticket as High Priority and note the urgency clearly.