Customer Refund Request
Refunds are a moment of truth for customer trust. Handled inconsistently, they create disputes, chargebacks, and frustrated buyers. This customer refund SOP gives support teams a clear, fair, and fast path from the moment a request arrives to the moment the ticket is resolved.
The workflow verifies the order and eligibility first, then routes in-policy requests straight to processing while escalating exceptions to a Support Lead for approval — so agents are never guessing and edge cases still get a human decision. Every refund is recorded and the customer is notified before the ticket closes.
Built for retail and e-commerce teams, this template is ready to import into Essoflo where you can adapt the policy thresholds, plug in your own helpdesk and payment tools, and assign it to your support team.
- Purpose
- Process customer refund requests fairly, consistently, and within policy SLAs.
- Scope
- Applies to all refund and return requests received through support channels.
- Steps
- 5 steps & decisions
- Roles & tools
- Support Agent, Support LeadHelpdesk, Payments Dashboard
Step-by-step walkthrough
The same procedure as the diagram above, in reading order — decisions show where each answer leads.
- 1
Verify order & eligibility
Look up the order and confirm it falls within the returns window.
Who: Support Agent·Tools: Helpdesk
- 2
Within policy?
Check the refund against policy rules.
True → Process refund·False → Escalate for approval
Who: Support Agent
- 3
Escalate for approval
Route out-of-policy requests to the Support Lead with context.
Who: Support Lead
- 4
Process refund
Issue the refund and record the transaction reference.
Who: Support Agent·Tools: Payments Dashboard
- 5
Notify customer & close ticket
Confirm the refund with the customer and resolve the ticket.
Who: Support Agent·Tools: Helpdesk
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