TABLE OF CONTENTS


What are they and why/how do we raise them?

  • A credit is raised if an Agent has been incorrectly billed in some way, have experienced errors (e.g. incorrect banner links), or poor service (compensation) 
  • We raise a credit request the same for either a Credit or a Refund
  • Credit: Money off next Invoice. Refund: Money back into their account
  • If requested by T/AM, a “Credit Checklist” should be raised and approved by their TL/AD. This should be sent to Contracts@Rightmove.co.uk
  • If you raise a credit, you must ensure that the issue is resolved going forward and investigate to find out the person responsible.


Before you raise a credit:

  • A credit needs to be approved by a Team Leader, an AD or the Finance Team
  • All of the details should be established before you raise the credit. 
  • The issue needs to be resolved so that the credit doesn’t occur again. 
  • If a credit is raised but the person responsible is not known, this should be raised with Internal Systems and Finance should be updated once we know whose error it is.

Example Credit checklist

  • This is an example of a well raised credit from an account manager.
  • All info is filled in and explanation is clear. 
  • We need to know the Branch ID effected, the products it relates to, the date range and the reason for the credit.



Raising the credit

The below screenshots will show you how to raise the credit in Bonita. 




In bonita you will then be able to see the credits you have raised - 



Credit View in Freshdesk

The below screenshot shows you how the ticket should be marked up in Freshdesk.