Consumer Refund Process Training July, 2009

1. Consumer Refund Process TrainingJuly, 2009 Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

2. What’s New? • All Support Professional will receive the possibility to refund cases. • Think twice while doing this though. Do not forget this requires additional accuracy and diligence. Try avoiding refunds by troubleshooting the problem and providing the customer with the solution. • The refund can be either full or partial. • Full Order Refund means that you refund the whole order even if it includes more than one item (product/support program etc). • Partial Order Refund means that you refund just one item or a sum of money from an order that was placed for more than one product. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

3. Current refund policy for Home programs: Within 30 days of your Home product download purchase, a customer may request a full refund from Acronis for any reason. We cannot accept returns more than 30 days after the purchase. Acronis cannot refund purchases made at retail outlets. The customer needs to refer to the retail outlet's refund policy on this matter. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

4. Process Step One • Whenever you get a request for a refund and no other alternatives to avoid the refund exist, make sure to: • Verify that the case contains the order number, product name(s) and serial number(s) corresponding to the request; • Check the order submission date in the Customer module as shown at the screenshot below and proceed as follows: • If the order falls under the standard refund policy, proceed as described in Step Two; • If the order is outside of the refund policy, reply to the customer with the appropriate template described in one of the next slides. • Note: If the order cannot be found in Acronis Customer Module, most probably the program was purchased from a retail store. To confirm this, get the purchase confirmation document from the customer, and consult with the following article: http://kb.acronis.com/content/2077. Orders placed through retail stores cannot be refunded by Acronis so you may use the appropriate template described in one of the next slides. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

5. Process Step Two • If the order number is found in the customer module and it falls under the refund policy, proceed as described below. Keep in mind that starting from April, Acronis on-line store is managed by Cleverbridge. • Open the support case and press “Send An Email” at the “Emails section: • Change the recipient to Cleverbridge Customer Service , email: cs@cleverbridge.com Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

6. Process Step Two (Continue) • Send an email to Cleverbridge Customer Service by using one of the templates depending on the type of the refund: Partial refund of an order. Subject: Partial Refund of order # XXXXXXX Body: Hello CS, Please refund the following item from this order: • OrderID: XXXXXXX Program title: Acronis True Image Home 2009 [Serial key] Total amount: $49.99 Thank you. Full refund of an order. Subject: Full Refund of order # XXXXXXX Body: Hello CS, Please refund the following order: OrderID: XXXXXXX Thank you. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

7. Process Step Three • Go to the “Customers” module, find all the serial numbers you are refunding and “Edit” the status of all of them: • Then change their “Status” to”refunded” and add the support case number to “AdminComment” field. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

8. Process Step Four • If the whole order was refunded, also change the status of the order as follows: • Open Customers Module, find the order by its number and click on current status (Normal - by default): • Select Refunded status and add support case number to the comment field. • Do not choose any other statuses. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

9. Process Step Five • Send a letter to the user using the following template: • Change the “case status L1” to “Solution sent”, “Primary resolution” to “refund issued” in Sales Force, then change the 3-strike rule reminders dates at “Pending Status Follow Ups” to fire off in 7 business days. • Use an appropriate Taxonomy in SF. Choose Primary Resolution: ‘Refund issued’ and appropriate Case Type L1, Case type L2, Case type L3 related to the cause of the refund request . • If there are any problems with processing the query, escalate the case to Tier 2 and leave a detailed explanation of what the problem is in case comments. Dear ..., The refund for the order # has been requested by us from our on-line store. You are going to receive a credit notification from the on-line store that managed this purchase, Cleverbridge, in 1 business day. The payment is going to be transferred back to your account in approximately 5-7 business days depending on the intermediate operations that need to be done by your credit organization. We will be sincerely grateful if you check with your bank in a week and let us know if the transaction completes successfully. Thank you. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

10. Templates for Declining Refunds Decline for the refund of the orders made through a retail store. Hello ... I would like to thank you for contacting Acronis Customer Central with your query. To make sure we don’t miss any opportunity to satisfy your request, I reviewed our internal documents regarding refund our refund policy. After reviewing the policy unfortunately we cannot process the refund for your order at this time. The reason of this is related to the location that you made the purchase from. Acronis is not able to issue a refund for orders made through retailer stores as each retail store has its own refund policy that we are obliged to follow. In general, we only provide refunds for orders made through our on-line store and only within 30 days after the purchase date; our current refund policy is available at: http://www.acronis.com./homecomputing/sales/retail/refund/ Decline – outside of the 30 days policy. Hello ... I would like to thank you for contacting Acronis Customer Central with your query. To make sure we don’t miss any opportunity to satisfy your request, I reviewed our internal documents regarding refund our refund policy. After reviewing the policy unfortunately we cannot process the refund for your order at this time. Refunds are approved for requests made within 30 days of the order, and according to our records your order refund request was made outside of the 30 days. You can read our current refund policy at: http://www.acronis.com./homecomputing/sales/retail/refund/ Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only