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Notes: Please make use of all available resources, including the Cheatsheet, GABI, and FOS, before seeking assistance from a Supervisor.
If further support is required, you can contact your Team Manager via Slack or reach out to the Advanced Technical Support Team (ATS) for additional guidance.
Set up two-step verification:
Wait for the system to capture changes:
Change the contact information:
If a customer states that they do not have a GoDaddy account but have been charged on their credit card :
Ask the customer to check the description on their bank statement and request that they provide the order number, typically starting with #3XXXXXXX.
Use the order number to search in the CRM.
If the account is located, validate it and proceed with the refund following standard procedures.
If no account is found, instruct the customer to send a bank statement showing the charge from GoDaddy to [email protected].
Inform the customer that their case will be reviewed by the relevant team and handled within 72 hours.
Log in to Your GoDaddy Account:
Go to Account Settings:
Find Your Customer Number:
Email Confirmation:
.
Support PIN:
If a customer wants to update or add a payment method:
Add any item to the cart.
Send the payment link to the customer.
If the customer is unable to log into their GoDaddy account, inform them that the call will be handed over to the billing team for assistance with adding the payment method.
Notify SUP—SUP will take over the call and update the payment card.
Once the payment method is updated, SUP will hand the call back to the guide to continue assisting the customer.
For Out-of-Refund-Policy Requests (OOPR):
Open GABi and enter the prompt /escalatedticket oopr.
Fill in all required details, but do not delete the product.
Inform the customer that their refund request will be reviewed by the relevant department. The approval process can take up to 15 days, and there is no guarantee of approval.
If the customer insists or disputes the decision, first submit the OOPR request and then notify SUP with the OOPR ticket number.
Ensure Add-on is Deleted:
Access/Manage the cPanel Hosting Plan:
Manage PHP Extended Support:
Proceed with Refund:
Important Notes
If a customer requests a refund, first review the refund policy at this link. If the request complies with the policy, check the CRM, delete the product, and process the refund within the system.
If the refund cannot be submitted via CRM, submit a refund request and post it on Slack for approval by a supervisor (SUP). Inform the customer that refunds processed through CRM typically take 3–5 business days, depending on their bank.
For refund requests requiring approval, notify the customer that the approval process may take 24–48 hours. Once approved, the refund will be credited to the original payment method within 3–5 business days, subject to bank processing times.
Inform the Customer:
Guide the Customer to the Sign-Up Page:
Create an Account:
Verify Email:
Log In and Purchase:
Expert Negotiation:
Anonymity:
Secure Transactions:
Commission and Fees:
Log in to GoDaddy Account:
Access Domain Settings:
Check Nameserver Settings:
Update DNS Records:
Common IP Addresses:
13.248.243.5103.169.142.023.227.38.65shops.myshopify.comPropagation Time:
GoDaddy’s default nameservers are typically:
The “XX” and “YY” are placeholders that can vary depending on your specific setup.
Steps to Update DNS Records on GoDaddy Management
Guide the Customer:
Update DNS Records:
Provide IP Addresses:
13.248.243.5103.169.142.023.227.38.65shops.myshopify.comAdvise on Propagation Time:
Ensure Accuracy:
Steps for Domain Transfer Requests
Internal Domain Transfer (GoDaddy to GoDaddy)
External Domain Transfer (GoDaddy to Another Provider)
Check the Domain Lock:
Provide Alternatives:
Additional Tips
Check the File:
Inform the Customer:
Customer Agreement:
Response from ATS
Important Notes
If you don’t renew your .com.au or .au domain within the 30-day grace period, it enters a redemption period. This period typically lasts for an additional 30 days, during which you can still reclaim your domain, but usually with an additional redemption fee.
After the redemption period ends (around 60 days after expiration), the domain is released for public registration. At this point, anyone can register it on a first-come, first-served basis
Log in to Your GoDaddy Account:
Access Your Online Store:
Navigate to Products:
Select the Product to Remove:
Delete the Product:
Purchase the Same Product:
Check Expiration Date:
Perform Hosting Restore:
More Than 30 Days:
Important Notes
Additional Tips
Purchase the Same Product:
Validate Both Accounts:
Do Not Delete the Current Mailbox:
Contact EATS:
Inform the Customer:
Export Email Data:
Import Email Data to MS365:
Migrate Contacts:
Migrate Calendar:
Check Junk/Spam Folder:
Verify Email Sorting Options:
Disable Add-ins:
Check Inbox Storage:
Disable Offline Mode:
Run Support and Recovery Assistant:
Verify DNS Records:
Check Mail Flow Settings:
Check Licensing and Profile Issues:
Contact Support:
Steps to Handle 2FA Disable Request
Inform the Customer:
Transfer the Call:
Email ATS for Assistance:
Inform the Customer:
Customer Agreement:
Delete the Account:
Contact ATS:
Inform the Customer:
Important Notes
Check Junk/Spam Folder:
Verify Email Sorting Options:
Disable Add-ins:
Check Inbox Storage:
Disable Offline Mode:
Run Support and Recovery Assistant:
Verify DNS Records:
Check Mail Flow Settings:
Check Licensing and Profile Issues:
Contact Support:
Standard Refund Terms:
Annual Plans: Refundable within 30 days of purchase.
Monthly Plans: Refundable within 48 hours of purchase.
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