| Question | Answer / How to do it in Telgoo5 |
| A customer wants to cancel their order before fulfillment. Do they get a refund? | Yes, including the plan amount that was charged at buy-flow. Cancel from All Enrollments → action menu, then issue the refund from Billing And Invoice. The Cancel Order notification fires automatically. |
| Can I refund a customer the unused portion of a plan? | Yes — partial refunds are an agent-discretion call and are issued from Billing And Invoice. The Refund notification is delivered to the customer when the refund posts. |
| What payment options can I disable? | All payment gateways are admin-configurable under Payment configuration. Money order and MoneyGram are commonly disabled for prepaid programs to avoid fraud and reconciliation overhead. |
| Can a CSR take a credit card over the phone? | Yes, technically — but most prepaid programs forbid it. Send the customer a Pre-Order Payment Link (notification trigger of the same name) so the customer self-pays from a secure URL. |
| A customer is disputing a charge. Where do I research? | Customer Service → Payment Search Tool for the payment record, Billing And Invoice for the invoice, Customer Activity Log to confirm what plan/top-up was active when charged. |
| Where do I find a downloadable invoice for the customer? | Billing And Invoice → Action column → Download. For multi-line accounts the invoice always lives at the parent level. |