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© Securus Technologies, Inc. - Proprietary & Confidential Securus Technologies, Inc. | 65 <br />CUSTOMER SUPPORT <br />Family and friends will contact customer care for inquiries about eMessaging. It is <br />important to note that customer service agents will NOT have visibility into the actual <br />message contents. <br />POLICIES <br /> There are no refunds on eMessaging stamps. This is the industry norm on correctional <br />email services. Like US Postal mail today, stamps are not refunded. <br /> This includes if the F&F sends a message, a photo and a paid for inmate reply <br />that is rejected due to facility policies. <br /> In the very rare case of a credit needing to be applied, this is not done by the <br />CSR; supervisory must apply the credit. In this event only stamps used can be <br />credited; no book of stamps crediting. <br /> If an inmate reply stamps is sent, it is considered used or spent. <br /> If a message is rejected, all elements are rejected and non-refundable <br /> For example, if a sender sends a message that is not against facility policy but <br />the photo is against policy, all elements of the message are rejected, including <br />the inmate reply. <br /> The system does not allow for messages to be edited or photos to be removed <br />if objectionable so the remaining content can be sent. <br />Notes <br /> The Landing page in CRM will show <br /> All transactions <br /> Messages <br /> Stamps <br /> Inmates <br /> Stamp package pricing <br /> Legacy Notes <br /> Incident details <br /> The product type is ‘W’ <br /> The account type is 10 <br /> The balance should always be zero unless the payment fails. <br /> <br />