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A procedure people follow at the desk: the steps, the rules and who to call.

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What’s on It

  • Numbered stepsThe Steps
  • Ranked bar chartTime per Step (minutes)
  • Do and don't listDo and Don't
  • Key pointsLimits
  • Key pointsEscalate When

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Refund a Customer Order
Support team · SOP 14 · version 3
The Steps
01
Find the order
By email or order number
02
Check the payment
Paid more than 24 hours ago
03
Pick the reason
From the list
04
Refund to the original card
Never store credit unless asked
05
Send the refund email
Use the template
06
Note it
On the customer record
Time per Step (minutes)
6 minutes in all
Find
1 min
Check
0.5 min
Reason
0.5 min
Refund
2 min
Email
1 min
Note
1 min
Do and Don't
Do
Refund in full for late delivery
Say it shows in 5 to 10 working days
Don't
Refund over $200 without a lead
Promise a date the bank sets
Limits
Up to $200: refund it yourself
Over $200: a lead approves
Escalate When
The order is over 90 days old
The customer asks for a manager
Stuck?
Team lead
#support-leads
Over $500
Finance, ext 204

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