Credits Management
Purpose
This SOP outlines the proper classification and usage of credits issued within the company. It ensures consistent tracking, approval, and reporting of credits issued across departments.
All credits require:
Classification
Approver
Coaching Designation (is this for coaching or because of coaching enrollment)
Expiration Date
Credit Classifications
Each credit issued must be categorized accurately using the approved classification list. Choose only one classification that best represents the reason for issuing the credit.
| Classification | Description |
|---|---|
| Satisfaction Credit | Issued due to a student's dissatisfaction with the product or service, or in the interest of rewarding brand loyalty and providing discounts on future purchases. (NON Coaching) |
| Marketing Giveaway | Promotional credits are given out via campaigns, contests, events, etc. |
| Prior Invoice Adjustment | Adjustment related to an error or change in a previously issued invoice. |
| Student Leader | Credit for student leaders or ambassadors as part of recognition/incentives. |
| Student Purchase Error | Used when a student accidentally selects the wrong item, forgets the promo code, or the credit wasn't applied. |
| Shipping/Textbook Error | Applied due to issues, like lost, damaged, or incorrect shipment of materials. |
| Coaching Discount | An approved discount is given on coaching services. |
| Coaching Guarantee | Credit issued per the coaching guarantee policy. |
| Plan Exchange | Applied when a student switches from one plan/package to another. |
| Checkout Error | For cases where checkout bugs or mischarges occurred. |
| Automation Error - Bug | System-related bugs are causing improper charges or access issues. |
| KMK Promo - Mgt | Credits from internal KMK promos initiated by management. |
Approvers
The designated approver must authorize credits before they are issued. Include the approver’s name in the system record for traceability. Service categories, even if approved by other members of management, should only use the Service.
| Approver | Classification |
|---|---|
| Eric | Checkout Error, Automation Errors |
| Amanda | Marketing, Satisfaction, Student Leader |
| Nicole | OEBC & Coaching |
| Megan | All Coaching |
| Brandon | (KMK PROMO - MGT) Or organization-wide credits/programs |
| Service | All service & Shipping related issues. |
Credit Programs
The following programs are ongoing initiatives where credits may be pre-approved or distributed in bulk.
| Program Name | Description | |
|---|---|---|
| $400 Coaching Credit |
Part of the coaching promotional campaign. Usually tied to specific events or sign-ups.
|
Coaching Credit = Yes Category = KMK Promo - Mgt Approver = Brandon |
| Marketing Giveaways | Includes social media contests, email promotions, and conference giveaways. |
Coaching Credit = (maybe) Category = Marketing Approver = Amanda |
| Referral Bonuses | Issued when students refer friends or peers and meet the criteria. |
Coaching Credit = (maybe) Category = Marketing Approver = Amanda |
| Ambassador Rewards | Part of the Student Leader program, tied to active engagement and outreach. |
Coaching Credit = (maybe) Category = Marketing Approver = Amanda |
| Retention Incentives | Credits are offered to encourage continuation or plan upgrades. |
Coaching Credit = (maybe) Category = Satisfaction Credit Approver = Service |
| Event or Conference Promo | Special credits are issued during or after live events, webinars, or conferences. |
Coaching Credit = (maybe) Category = Marketing Approver = Amanda |
HOW TO CREATE AN ACCOUNT CREDIT
Orders & Finance -> Credits -> New Credit
Complete All the Fields and select properly according to the directions above in Credit Programs.
