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Well, hello there! How is your week going? What's that? Better now that you are in the Hostwinds blog world? Wow, I couldn't have put it better myself! There is a lot to be thankful for right now, and it is a great time to be alive. In the spirit of the miraculous life journey we all go through, from the moment we first open our eyes and awaken to this world to the moment we move on from this earth, the Hostwinds Team would like to go over the life of a Hostwinds billing ticket. Without further adieu, we shall begin with the birth of the billing ticket. Just for fun, we'll call the billing ticket "Billy."
Sidenote: Hostwinds' Office Mom, Paige, informed me that, generally speaking, billing tickets like Billy are either cancellations, refunds, or general queries.
Billy is brought into this world via the creation of a ticket within Hostwinds' website. Here is how you can birth a Billy of your very own:
Step 1: Log in to your Client Area (https://clients.hostwinds.com/clientarea.php).
Step 2: Click the "Open A Ticket" link on the very top navy blue navigation bar (https://clients.hostwinds.com/newticket.php).
Step 3: Click the "Billing" option to the very right.
Step 4: Enter the product or service you would like to cancel, enter a subject to specify what you would like to achieve via this ticket.
Step 5: Enter a detailed message informing our Billing Team what your question or comment is.
Step 6: Click the green "Submit Ticket" button at the bottom of the page.
(*Music at the beginning of the Disney movie, The Lion King_. *) BILLY IS BORN (*More of the music at the beginning of the Disney movie, _The Lion King*)!
As is the case for most precocious young children, Billy has multiple paths to journey down. Suppose Billy decides to go down the "General Queries" route. In that case, the ticket goes to Hostwinds' Billing Team. They do a bit of research to ensure they effectively and adequately answer the inquiry. Next, the Team sends the client an answer.
If Billy decides to go down the "Refund" path, the ticket also goes to the Billing Team. The Billing Team first checks to see if the product or service is eligible for Hostwinds' 60-Day Money Back Guarantee. If so, the Billing Team will approve the refund. If not, the Billing Team will deny the rebate with a thorough explanation.
The final pathway Billy can take is "Cancel." In this case, Billy once again goes to the Billing Team. Then the Billing Team makes sure to check for a confirmation response. Why, you ask?
This is the most crucial part: The Hostwinds Billing Team cannot under any circumstances cancel a product or service until they receive confirmation from the client that they for sure want to cancel. This policy was put in place to ensure our clients do not cancel products or services (or the wrong products or services, for that matter) by accident. If the Billing Team receives a response from the client confirming that the latter would like to cancel their product or service, then and only then will the Billing Team cancel such product or service.
Note: For faster response time and better efficiency, it is best to open a separate ticket requesting a refund instead of requesting it on the cancelation ticket itself. These would be considered individual requests and would be handled differently. The Billing Team handles tickets in the order of which they are received, Monday through Friday, from 8 AM to 4 PM PST.
Another Note: The Hostwinds Team cares about our clients' time. We know they live busy lives, so we do our very best to respond to tickets as soon as possible to make things easier for such clients.
It's time for Billy to move on and let new Billy Jr.s live out his legacy. Be free and be at peace, Billy! You will be remembered and missed! Similarly, it is time for us to conclude this blog post to move on with our lives. The Hostwinds Team is always here for you, and we are always ready and willing to help you to the best of our abilities. Don't hesitate to call on us, depend on us, or lean on us in times of need throughout your web hosting experience. As always, we wish you the best.
Written by Hostwinds Team / December 11, 2018