Severe Weather Alerts
Last updated: October 17, 2019
Account Management
- Identify the impacted area. Ideally we should know that a storm is coming prior to the date it hits.
- Create a Close smartview for the clients that will be impacted.
- If needed reach out to a member of the Account Operations team to export the list from Close
Hello,
With the approach of Name of Storm, we want to remind you that FareHarbor is committed to providing you peace of mind when it comes to your business. As the storm approaches, we remain focused on offering as much assistance as possible while you focus on staying safe. In the meantime, we wanted to provide a couple of steps you can take to help mitigate any Fareharbor and customer issues that may arise due to Name of Storm.
1) Setting all appropriate item availabilities to ‘call to book’
2) Create Canned Messages in dashboard regarding cancellations or refunds
3) Refunding customers: https://help.fareharbor.com/payments/refunds/issuing-a-refund/?country=us
Should you need any help leading up to the storm or during the storm, our Support Specialists are available 24 hours a day, 7 days a week and are ready to help. In order for us to help process refunds or rebook customers we will need written consent from you with specifics on each booking. Please don’t hesitate to reach out to me directly with any additional questions or concerns you might have. Support can also be reached at support@fareharbor.com or at Local Support Number.
Stay safe,
- If AMs receive written consent on refunds and rebookings they can help assist the client with the updates. If there is an influx in demand, work can be delegated to Support and Onboarding after communication with direct Managers and Directors.
Support
Calls: If a client calls in from an affected area requesting that FareHarbor rebook/refund, you can let them know that we need written consent to do so and you will follow up with an email after the call. Get the best email address for the client to send the macro to. Let them know in advance that we will need to know the specific dates and times, whether or not they want to refund or cancel, and if there is a specific message they’d like to send to customers.
Emails: If a client emails asking for assistance refunding bookings, you must get the specific dates and times, whether or not they want to refund or cancel, and if there is a specific message they’d like to send to customers before moving forward.
Send the macro ‘Severe Weather’ after personalizing for the company you spoke with:
Hi there,
As we just discussed on the phone, FareHarbor is making special accommodations for all of our clients impacted by the recent hurricanes. I am copying your Account Manager on this email. Please respond with as much information as possible:
- The dates and items for which you would like assistance
Do you want us to refund AND cancel AND send a special cancellation email to your end customers?
- If yes, do you want us to refund all bookings, or just bookings that were processed with a credit card through FareHarbor?
- Is there a specific message you would like us to tell your customers in the cancellation email?
Once we get confirmation from you in writing, we will proceed with refunds and email you once they are complete.
Please stay safe and keep in mind we are extra staffed throughout these storms, so please don’t hesitate to call us at anytime.
Best wishes,
- When the client responds in writing, run a report for all bookings in the affected date range and proceed as client indicated (refund/rebook).