20 Questions
Which of the following is a valid reason for a refund according to the exception policy?
The member's friend has cancer and will be in chemo for months.
What should you do if the member's voucher is expired?
Offer the member an extension on the voucher.
When should you ask the merchant to refund unused nights during the stay?
If the member wants to check out early.
What should you do if the member's reservation is inside of the penalty period during the pre-stay?
Ask the merchant to waive the fee.
What should you do if the member's reason for a refund is not clear based on the information provided?
Escalate to your supervisor for further review.
Which of the following situations would make a member eligible for a refund under the medical exception?
The member's travel partner has passed away
In which scenario would a member not qualify for a refund under the medical exception?
The member's voucher expires three months later
What are the validating factors for a member to be eligible for a refund under the medical exception?
All of the above
If a member's family member or travel partner falls ill and they can no longer travel, would they be eligible for a refund under the medical exception?
Yes
What is the summary of the Frontline policy regarding refunds under the medical exception?
Members are eligible for a refund if they are the primary caretaker of someone with a disease or condition that prevents them from using the voucher before expiry
According to the policy, when is a member eligible for a refund under the medical exception?
If the member's friend has cancer and is unable to take the trip
What should you do if the member's voucher is expired?
Process a partial refund in Backoffice
What should you do if the member's reservation is outside of the penalty period during the pre-stay?
Cancel the reservation with the merchant and refund in Backoffice
When should you ask the merchant to refund unused nights during the stay?
If the member is outside of the penalty
What are the validating factors for a member to be eligible for a refund under the medical exception?
Reason for the refund is due to one of the listed circumstances
According to the exception policy, when would a member be eligible for an automatic refund?
If their friend has cancer and will be in chemo for months
What should you do if the member's reason for a refund is not clear based on the information provided?
Escalate to your supervisor
What should you do if the member's reservation is inside of the penalty period during the pre-stay?
Ask the merchant to waive the fee
What should you do if the member's voucher is expired?
Offer a voucher extension
When should you ask the merchant to refund unused nights during the stay?
If the member is inside of the penalty
Refund Exception: Medical/Death/Pregnancy Issue - Quiz on Eligibility for Refunds in Case of Medical Emergencies, Illness, and Pregnancy Difficulties
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