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Internal Guidelines for Processing Replacement Requests for Facebook Accounts

Objective:  To standardize the handling of customer requests for a fast and fair service experience.

Procedures by Case:

• Case 1: Account is disabled or not working upon delivery (within 24 hours).

  • Action:  Verify the customer's claim. If confirmed, immediately replace the account with a new one of the same type.

  • Required from customer:  The customer must provide proof (a screenshot or video) showing the issue.

• Case 2: Incorrect login credentials sent to the customer.

  • Action:  Double-check the credentials in our system. If the mistake was on our end, send the correct information immediately with an apology. If the credentials are correct, guide the customer to check for input errors (eg, keyboard language, caps lock).

• Case 3: The customer purchased the account by mistake.

  • Action:  As per our policy, products purchased by mistake are not eligible for a refund or replacement. Inform the customer of this policy politely. You may offer a discount coupon for a future purchase as a gesture of goodwill.

• Case 4: The account is banned or disabled more than 24 hours after purchase.

  • Action:  Explain to the customer that our warranty only covers the account's functionality at the time of delivery. Any issues that occur after this period are the user's responsibility. Do not issue a replacement or a refund.

• General Refund Requests:

  • Action:  Our policy is "Replacement Only." Do not approve any requests for a monetary refund. In valid cases requiring compensation, provide a replacement account.