SOP-CS-002: Refund Request Process

Owner: Support Operations
Version: 1.0

Trigger

A customer requests a refund by email, chat, or ticket.

Steps

1. Verify order ID, purchase date, and product or service status.
2. Check eligibility against the refund policy window.
3. If eligible under policy, process the refund in the billing system.
4. If outside policy, offer an approved alternative (credit, exchange, partial refund) or escalate.
5. Send confirmation with amount, method, and expected timing.
6. Tag the ticket with refund reason code for monthly reporting.

Approval thresholds

• Under $100: agent may approve if policy-eligible
• $100–$500: team lead approval required
• Over $500: finance approval required