Customer Refund Processing SOP

Standard procedure for verifying refund eligibility, approving the refund method, and recording the transaction in the ledger.

Steps

• The representative opens the refund case and verifies the request details
• The representative verifies refund eligibility against policy criteria
• The representative confirms the original payment method and refund method rules
• The representative prepares the refund amount and supporting calculation
• The supervisor reviews and approves the refund when approval is required
• The representative issues the refund through the approved payment channel
• The representative records the refund transaction in the ledger
• The representative closes the case and notifies the customer