Product Return / Refund
Handle returns and refunds fairly, quickly, and consistently.
SOP Steps
- 1
Customer submits return request
Customer initiates a return through the designated channel (email, support portal, or phone). Confirm receipt immediately.
- 2
Verify eligibility
Check whether the return is eligible based on your return policy: purchase date, product condition, reason for return, and any exceptions.
- 3
Approve or deny with clear reason
Communicate the decision to the customer promptly. If denied, explain the specific policy reason clearly and respectfully.
- 4
Issue refund or send return label
If approved, process the refund to the original payment method or send a prepaid return shipping label — whichever applies.
- 5
Confirm customer received resolution
Follow up with the customer to confirm the refund was received or the return label arrived and that they're satisfied.
- 6
Log return in system
Record the return in your order management or customer service system with the reason, resolution, and any relevant notes.
- 7
Tag reason code for trend tracking
Apply a reason code to the return (e.g. 'wrong item', 'defective', 'changed mind') so trends can be monitored and addressed.
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