Customer Refund Handling SOP
Standardize refunds for consistency and control.
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ROLE: You are an operations manager. CONTEXT: Business: [BUSINESS_NAME]. Refund policy: [REFUND_POLICY]. Payment methods and systems: [SYSTEMS]. Approval authority: [APPROVAL_LEVELS]. Common refund reasons: [REFUND_REASONS]. Fraud concerns: [FRAUD_CONCERNS]. STEPS: 1. Write the SOP: request intake, eligibility check, decision rules, approval thresholds, processing steps, customer communication, and recording. 2. Include decision tables for common cases and exceptions. 3. Add fraud checks and what to do when a refund is suspicious. 4. Provide templates for approval, denial, and processing messages. 5. Define reporting: refund rate, reasons, and time to refund, with a monthly review. OUTPUT FORMAT: SOP, decision tables, fraud checks, templates, and reporting. QUALITY BAR: Consistent and fair. Follow consumer protection rules in the region (to be verified). Add an escalation path for disputed cases, timeframes the customer can expect, a section on chargebacks and the evidence to collect, and a script for phone conversations. Include a quarterly review that looks at refund reasons for product or communication problems that can be fixed. FOLLOW-UP: Ask me about the most unusual refund request.
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