Overview
This release introduces a fully redesigned Compliance Audit Review Team (CART) workflow built natively in Salesforce, replacing the legacy Zendesk-based process. The new system streamlines the end-to-end refund request lifecycle — from member submission through CART volunteer review, Board of Directors approval, and refund processing — while improving compliance, auditability, and operational efficiency.
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Internal Content
New Features
- CART Refund Request Form: A new public-facing online form allows members to submit refund requests directly. The form collects all required information — contact details, NRDS/MLS ID, payment information, reason for request, and supporting attachments. Built-in field validation ensures accuracy at submission, and conditional fields appear based on the selected reason (e.g., MLS Listing in Violation fields for fine-related requests). The form enforces file type (PDF, JPG, PNG) and quantity limits (up to 5 attachments), and displays clear error messages for any invalid inputs.
- Automated Case Creation: When a member submits the Refund Request Form, Salesforce automatically creates a new Case record with all form fields mapped to the corresponding CART object fields. The system applies default statuses and places the case in the "CART Team" queue. Members receive an on-screen confirmation page displaying their case number, followed by a confirmation email.
- Routing Rules for Ineligible Requests: Refund requests not classified as CART related are automatically routed to the CART Management queue. When routing occurs, Salesforce updates the case's global status and sub-status, assigns ownership to the Management queue, sends a notification to queue members, and records the routing event in Audit History.
- Routing Rules for Eligible Requests: CART reviewers can validate refund requests against eligibility rules, including the 20-day submission window, payment confirmation, listing correction, and completeness of required fields. Eligible requests are routed to the CART Volunteer Committee queue for review. SLA timers activate and records the routing event in Audit History.
- Hearing Request Workflow: When a member requests a hearing after a denial, the case reopens and follows a structured sub-flow:
- Pending Initial Form — Required initial hearing forms must be received and approved
- Pending Final Form — The final hearing request document is sent and received
- Pending Hearing — The case is ready for a hearing decision
- The system prevents duplicate hearing requests and logs all transitions in Audit History.
- Refund Outcome Notifications: Members automatically receive standardized email notifications at each decision point in their refund request lifecycle — approval, denial, and refund processing. Notifications are sent exactly once per case stage to prevent duplicates, and all sends are logged in Audit History.
- Expanded CART Email Notifications: CART teams can now send a broader set of marketing-approved email updates, helping submitters and reviewers stay informed at each major step. This includes updates for submission, review outcomes, hearing approvals or denials, volunteer committee batches, and requests for required hearing documents.
- Permission Set Configuration: A dedicated permission set restricts visibility of custom CART object data to CART Team members only. Non-CART users cannot view refund request details in records, reports, or related lists. Standard Case access remains unaffected, ensuring organization-wide case visibility without exposing sensitive CART information.