Customer refund process template

When to use it

Use it for every refund or chargeback request your support team receives.

1. Check eligibility

1. Find the order and confirm the purchase date.
2. Check the request against the refund policy window and conditions.
3. Note the reason for the refund.

2. Approve

1. Refunds within policy and under your limit: agent approves.
2. Outside policy or above the limit: escalate to a team lead.

3. Process

1. Issue the refund to the original payment method.
2. Cancel any related subscription or delivery.
3. Add an internal note with the amount and reason.

4. Follow up

1. Email the customer the refund amount and timing.
2. Tag the ticket with the refund reason for monthly reporting.

Tips

• Review refund reasons monthly. The top three reasons are usually a product or onboarding fix.