Billing Review

A user is requesting all their previous invoices from Wix to understand their charges, how do you support them?

• You email the user the information they asked for

• Direct the user to the Billing History page on their account

• You tell them that unfortunately no one has access to that information

• You as them to email [e-mail]

If a user doesn't have access to the Wix Account with the domain they are requesting a refund for you can add their request to BatOffice for them?

• True

• False

A customer's monthly premium plan renewed 6 days ago, and now they want a refund. How would you respond?

• You tell them that you would love to help them but according to the policies, they are not elegible for a refund

• You refer them to the Refund Policy

• You would let the user know that they are outside of the 14 day trial, and would provide instructions to cancel the auto renewal to prevent future monthly charges

Which date should you check to determine a charge's refund eligibility through the refund widget?

• The date the payment was captured

• The date they initially purchased the subscription

• The date they were born

• The date they are contacting us

What tab in SBS allows you to identify a renewal from an initial purchase?

• Impersonate Tab

• Payments Tab

• Invoice Tab

• Happy Tab

A user has upgraded to a monthly plan and wants to use their domain voucher for their already purchased domain. What do you advise the user?

• You buy the domain for them

• You tell them they will need to buy a brand new domain using the voucher

• You advise them to renew is as usual

• You tell the user domain vouchers are for new domains and only given when they purchase a yearly plan

A user in India is contacting support because he can only purchase a Yearly Premium Plan. This is expected behavior.

• False

• True

A user is contacting support because the checkout page is showing an option to add VAT and they do not have a VAT ID. How do you proceed?

• VAT ID is out of your scope so you escalate

• Explain to the user that a VAT ID is not required and they can continue with their purchase.

• Transfer to Advanced Billing

• VAT ID is a must on checkout

A user is contacting support for a refund on an Initial Premium plan purchase made 13 days ago. How do you proceed?

• Have the user cancel and there is no need to contact support again, they will be auto refunded.

• Cancel the Plan from your end and advise to wait 24-48 hours to see the refund reflected

• Tell them that unfortunately they are not eligible for a refund

• Ask them why is that they didn't like WIX and to retention

When do we charge for the renewal of a yearly premium plan?

• 14 days prior to expiration date

• The initial date of purchase

• The date they have funds

• The date showing in SBS