Support cases managed by Airwallet
Support Cases Managed by Airwallet
Airwallet provides comprehensive support to all users of your laundry facility by default. This includes live chat assistance, where our team offers guidance on using the Airwallet app and general help as needed.
Our support also includes processing refunds for eligible users. When the Airwallet Customer Success team handles a refund request, each case is carefully reviewed on an individual basis to ensure that only accurate refunds are processed. The review includes an analysis of the following factors:
Analysing logs directly from the users application
User’s refund history
Payment amounts at the time of the reported issue
Refund history of the machine at the location
Overall trustworthiness of the user
If the request passes our criteria, we proceed with the refund to provide a positive user experience. For requests that do not meet our standards, and the user still believe they are eligible for a refund, we will advise the user to contact the owner directly.
In cases where questions arise about a processed refund, we are available to schedule a review meeting. These meetings will be conducted by Kim Wilms, Airwallet’s Head of Customer Success, who can be reached at [email protected].
If you operate your own support center or chat service, it can be integrated into your dashboard for a more tailored support experience.
Steps to setup your own support
Navigate to the dashboard
Press settings --> account
Fill in your support URL in the “Support URL” field
Airwallet provides comprehensive support to all users of your laundry facility by default. This includes live chat assistance, where our team offers guidance on using the Airwallet app and general help as needed.
Our support also includes processing refunds for eligible users. When the Airwallet Customer Success team handles a refund request, each case is carefully reviewed on an individual basis to ensure that only accurate refunds are processed. The review includes an analysis of the following factors:
Analysing logs directly from the users application
User’s refund history
Payment amounts at the time of the reported issue
Refund history of the machine at the location
Overall trustworthiness of the user
If the request passes our criteria, we proceed with the refund to provide a positive user experience. For requests that do not meet our standards, and the user still believe they are eligible for a refund, we will advise the user to contact the owner directly.
In cases where questions arise about a processed refund, we are available to schedule a review meeting. These meetings will be conducted by Kim Wilms, Airwallet’s Head of Customer Success, who can be reached at [email protected].
If you operate your own support center or chat service, it can be integrated into your dashboard for a more tailored support experience.
Steps to setup your own support
Navigate to the dashboard
Press settings --> account
Fill in your support URL in the “Support URL” field
Updated on: 22/12/2024
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