Rep Digital Folder

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SUBMITTING A CREDIT MEMO IN SALESFORCE (cont.)

10. Once you scroll to the right, choose from the dropdown code and then click ‘Save’. If you have entered this same exact credit before, you will get a warning that this is a duplicate request. If it does need to be processed again, you can check the ‘bypass duplicate box’ and then click ‘Save’.

11. Then click ‘Submit’.

12. After clicking “Submit”, you will see a checkmark next to “Change Request” and the case owner will change from you to an internal team member. If your order is not entered yet, it will route to the Order Processing Queue. If it has been entered it will roue to your SSR.

13. At this point, the internal team will begin working the case. You may see your status change to On Hold or Pending Reply. Once the change has been confirmed with production, the internal team will close the case as Approved, Approved with Exceptions, or Denied. They will also provide comments if necessary. Once closed, you will receive an email notification and a link to view the case details. Reminder: After the Credit Memo has been requested and approved, if the order was prepaid (School Check, School CC or Payment Center individual payments ) you will also need to request a refund to pay out the credit on the account . 14. You can monitor the status of your case in your Cases List Views or by searching for your order number. To voice your Case List View, click on the + sign across the top of your home page.