Billing Practices

Request are now being submitted through the Monday Form, please ensure to follow each question carefully!

SAME DAY REFUND
Transaction must be processed the same day the request is being made. (Only exceptions are request made after Office hours and Edge reps as Elisa will refund them the next business day)

If account is not needed, please ensure to close the account and remove the payment method.

14 DAY REFUND POLICY (New Vendor Reps ONLY)
If a vendor rep signs up for an account and requests a refund within 14 days of signing up and NO SERVICES HAVE BEEN RENDERED then we will approve a refund.  If the request is within 30 days and no services rendered, those will still go to billing and Aimee will be added and will review on a case-by-case basis.

Please do not recommend the vendor to dispute charges. This is not acceptable.

CANCELLATION REFUND REQUEST or GENERAL REFUND REQUEST
Accounts that have been fully deactivated and the account renewed.
CM reaching out to request a refund for a renewal.
If services were rendered on the vendor rep account and they are requesting a refund.

INVOICE LOOK UP or CHARGE INQUIRY
Charge inquiry that is not reflected on the vendor account and they are requesting a receipt copy.

SUBMIT A REFUND REQUEST
If a payment is a Green Security error, send a refund request to the billing team by creating a Zendesk ticket and assigning it to Elisa and Jess as a follower. Be sure to submit the ticket as New. (If you close the ticket, billing support will not be notified.)

Please make sure that before submitting a ticket on the billing chat for a refund request, you have:

Confirmed the vendor has not completed any credentials. If they have and the credential is pending approval, please change it to not submitted.
Fully deactivated the account.
Removed the payment method.
 

For billing purposes, please DO NOT CHANGE the vendor EMAIL on the ADMIN side

Feel free to reach out if you have any questions!

*We do not issue refunds for vendors selecting wrong level*

We cannot refund for the wrong charge being used. Offer them the invoice and they can work with their company on getting reimbursed

Tip For detailed information about services, billing, and payments, please see our Terms and Conditions.

Note It is the responsibility of either the vendor or a company manager to notify Green Security when the vendor is no longer employed by the company.