For security reasons, this must be completed by the customer in their online account and isn’t possible for Community Teams to complete via Staff Mode.
Once the customer has terminated on their online account, to request their retainer refund they should:
1. Go to Account > Billing and payments > Retainer/Deposit balances
2. Click the ‘Request retainer return‘ button (only available to contacts with Admin rights)
3. The customer will be prompted to submit their bank details securely online, to ensure protection against fraud. The refund will only be returned via bank transfer (as per their House Rules).
4. Once submitted, a date stamp will be shown. They will also have the ability to ‘Amend bank details‘ should these change before the refund is due to be returned: