The ‘Request Retainer Return’ button is available for customers once they have terminated in via the ‘End Agreement’ button in their online account or when they are eligible for a partial retainer refund.
If the customer has terminated on their online account, they can request their retainer refund by following the steps below:
1. Go to Account > Billing and payments > Retainer/Deposit balances
2. Click the ‘Request retainer return‘ button (only available to contacts with Admin rights)
However, there are various rules for when the retainer return button will be displayed. If your customer queries that the button is not available you can check the below criteria:
Does the user have Admin rights for their online account?
Only Admin users can view/use the Request Retainer Return. You can identify whether a user has Admin rights by checking their online account (e.g) MyRegus > Account Search:
Has the customer selected the correct Account in their online account?
For example, if the customer has multiple products such as a VO and an Office but they have only terminated their Office – are they observing the Office account when searching for the retainer button?
Does the customer have more offices in the same centre?
If the customer has multiple offices, the Return of Retainer button will only show once the last office is terminated.
Is the customer restricted or has breached the terms and conditions?
If the customer is in debt or has been terminated by IWG due a breach of terms then the return retainer button will not be available.
If you have checked all of the above and the customer still cannot see the ‘Request Retainer Refund’ button, please raise an IT ticket.
NOTE – if you are viewing the customers account in MyRegus staff mode then you won’t be able to see the End Agreement journey for security reasons, but you can review the ‘Retainer balances’ in their Account/Billing & payments section as in the above screenshot.
Retainer requests must be completed directly by the customer, as per House Rules. The reason for this is so customers are required to maintain the security of their financial information by personally entering their own banking details.