Hello 👋🏻, I want to know if this verbiage sounds natural and NICE to the Cx. I’m a call center representative by the way.
[Situation: Cx didn’t receive the credits he was promised for his trade-in for 6 months, I resolve the issue and he will get them. Now, Cx is asking if he would receive the 6 months’ credits all at once in the next bill after saying credits are retroactive]

Me: “When I say that these credits are retroactive, I mean that you will get them in 36 months as it was agreed in the commitment, even if in this case, you will finish paying your installments (equipment).”

Thank you <3

Antworten

Scottsimoleons

10 Jul 2022

Englisch (US)

I don't believe "retroactive" is the word that you're looking for since it generally means they will get money now for something that happened in the past.

https://www.merriam-webster.com/dictionary/retr...

If they have to wait a few months for their money, it's more accurate to call it something like a delayed or withheld refund.

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Shar_aom

10 Jul 2022

Spanisch (Spanien)

@Scottsimoleons mmm… what I want to say is that the Cx will receive the credit as it was promised at first, but due to the delayed, the trade-in program for that number will be extended until the month 36. He actually won’t get any refund, or the total credit until that month at once :/

Shar_aom

10 Jul 2022

Spanisch (Spanien)

I’m doubtful since my colleagues usually used that word to explain that, but they’re not natives so for that reason I want to ask you guys. Thanks for your response ✨

Scottsimoleons

10 Jul 2022

Englisch (US)

@Sharon_Ocampos2022

Are you saying that if your customers trade in their old phone at the beginning of the contract, they have to wait 3 years to get their credit? If so, I hope this is clearly explained at the time, because it sounds unfair, and I don't think I would agree to that.

I suppose you can use "retroactive" or "retroactively" in this situation, but there still might be a better choice of words to say this more plainly.

As well, I would caution against pointing out terms and conditions they "agreed to" because no cell phone customer reads all the entire contract when they sign up.

✅ One of the terms of the trade-in program is that you receive all credits at the end of your 36-month contract. So you will receive a credit of $xx.xx on your final bill in December 2024.

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Shar_aom

10 Jul 2022

Spanisch (Spanien)

@Scottsimoleons no hahaha, they receive those credits during the 36 months of commitment, no after they finish paying their installments. I used the word retroactive because in that case, that Cx haven’t received his credits during 6 months due to the systematic error. And what I’m trying to tell him is that he will be receiving during that period, even though he will finish paying the installments. He won’t receive the 6 months’ installments at once in the next bill, he will receive it in 6 months more.

Shar_aom

10 Jul 2022

Spanisch (Spanien)

Thanks for helping me, I just want to make sure if that word - retroactive - is correct to say in this context. Also if my verbiage sounds natural and understandable for everyone.

Scottsimoleons

11 Jul 2022

Englisch (US)

I suppose you could use "retroactive" in this context, but I recommend that you don't since it further confuses a situation with a bureaucratic word that English natives don't regularly use (especially in the context of refunds):

https://www.oxfordlearnersdictionaries.com/us/d...

https://www.collinsdictionary.com/dictionary/en...

https://www.merriam-webster.com/dictionary/retr...

I'm sorry @Sharon_Ocampos2022 but I keep reading your explanations, and I just don't understand. Perhaps if you write want you want to say to your customer simply in Spanish, I can translate and improve it.

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Shar_aom

11 Jul 2022

Spanisch (Spanien)

@Scottsimoleons Thank you so much.
“Debido a que no tuvo su crédito del trade in por casi 6 meses, se le dará su crédito de esos 6 meses a pesar de que usted más adelante termine de pagar sus installments. Recordarle que este ajuste lo realiza nuestro sistema, y le aseguro que el día de hoy nos hemos encargado de activarlo correctamente para que no vuelva a pasar por el mismo problema con su boleta los próximos meses.”