Refund request handling: what a support agent should do

For support agents: handle a refund request by order status and reason, check return window, chargebacks, partial refunds and supervisor limits.

Refund request handling: what a support agent should doAgentSupervisorCHECK THE REQUESTINSPECT THE RETURNAPPROVE AND REFUNDYesNoNot shipped yetNot deliveredYesDamaged or wrong itemYesDigital productChanged their mindYesOutside the windowYesNoYesNoNoYesNoNoYesNoYesNoCustomer asks for a refundFor support agents. Decides whetherto refund, replace, credit or decline acustomer's refund request, and whena supervisor must approve.Return windows, conditions andlimits come from your own refundpolicy. Card-network and FTC pointsare cited where they apply, for USsales.Find the order and confirmthe customerSearch by order number or email.Confirm the person asking is thebuyer or the account holder beforeyou discuss the order.Has the customer alreadyfiled a chargeback or carddispute?Check your payment processor'sdispute list, not just the tickethistory.Pass it to whoever handlesdisputes. Don't refundWhen a chargeback is issued, thecard network returns the money tothe customer and takes it from youraccount. A refund on top would paytwice.Your disputes owner either acceptsthe chargeback or answers it withreceipts, tracking and messages.No dispute on fileWhat went wrong?Cancel the order and refundin fullUnder the FTC Mail, Internet, orTelephone Order Rule, refund acancelled unshipped order within 7working days for cash, check, moneyorder or a third-party credit card.Check tracking with thecarrierDoes tracking showit delivered?Ask the customer to checkaround the addressAsk them to check with neighbors,the mailroom and any safe place.Tracking sometimes shows delivereda day early.Ask for photos of the item,box and labelPhotos also support your claim withthe carrier for damage in transit.Offer a replacement or a fullrefundWhen the mistake is yours, mostpolicies don't charge the customerreturn shipping.Does the customerwant a replacement?Ship the replacement at nochargeCheck whether it wasdownloaded or usedMany policies refund digital goodsonly if unused, within a short window,or when the product doesn't work.Check what yours says.Is it eligible underyour digital refundpolicy?Check the return windowand conditionYour policy sets the window and thecondition, such as unused, with tags,in the original packaging. Manystores won't take returns after 30 or90 days.Is it inside thewindow andreturnable?Send return instructionsGive the return address, any returnlabel, and the date the return mustarrive by.Offer store credit as agoodwill optionSellers are often more willing to givestore credit than a refund. Offer itonly if your policy allows exceptions.Does the customeraccept store credit?Issue store credit and closethe ticketDecline politely and explainthe policyQuote the policy the customer sawat checkout. Tell them what they canstill do, such as a warranty claim withthe maker.Confirm the return arrivedand check itCheck that every part, accessory andmanual is there and that the itemmatches what you sold.Is it complete and inreturnablecondition?Full refund dueOffer a partial refundDeduct only what your posted policyallows, such as a restocking fee or amissing part. Tell the customer theamount and the reason.Is the refund over yourapproval limit?Example: an agent may refund up to$100, and a supervisor approvesanything above. Use your own limit.Refund approvedAsk a supervisor to approveSend the order, the reason, anyphotos and what you have alreadyoffered.Does the supervisorapprove?Refund to the originalpayment methodRefund the card or account that paid.Don't send it to a different card, a giftcard or a new bank account, which isa common fraud request.Tell the customer the amount andwhen to expect it. Card refunds cantake several business days to show.Refund issued. Note theorder and close the ticket

Check the request

  1. Customer asks for a refundAgent

    For support agents. Decides whether to refund, replace, credit or decline a customer's refund request, and when a supervisor must approve.

    Return windows, conditions and limits come from your own refund policy. Card-network and FTC points are cited where they apply, for US sales.

  2. Find the order and confirm the customerAgent

    Search by order number or email. Confirm the person asking is the buyer or the account holder before you discuss the order.

  3. Has the customer already filed a chargeback or card dispute?Agent

    Check your payment processor's dispute list, not just the ticket history.

  4. Pass it to whoever handles disputes. Don't refundAgent

    When a chargeback is issued, the card network returns the money to the customer and takes it from your account. A refund on top would pay twice.

    Your disputes owner either accepts the chargeback or answers it with receipts, tracking and messages.

  5. No dispute on fileAgent
  6. What went wrong?Agent
  7. Cancel the order and refund in fullAgent

    Under the FTC Mail, Internet, or Telephone Order Rule, refund a cancelled unshipped order within 7 working days for cash, check, money order or a third-party credit card.

  8. Check tracking with the carrierAgent
  9. Does tracking show it delivered?Agent
  10. Ask the customer to check around the addressAgent

    Ask them to check with neighbors, the mailroom and any safe place. Tracking sometimes shows delivered a day early.

    Then go to step 30, Ask a supervisor to approve

  11. Ask for photos of the item, box and labelAgent

    Photos also support your claim with the carrier for damage in transit.

  12. Offer a replacement or a full refundAgent

    When the mistake is yours, most policies don't charge the customer return shipping.

  13. Does the customer want a replacement?Agent
  14. Ship the replacement at no chargeAgent
  15. Check whether it was downloaded or usedAgent

    Many policies refund digital goods only if unused, within a short window, or when the product doesn't work. Check what yours says.

  16. Is it eligible under your digital refund policy?Agent
  17. Check the return window and conditionAgent

    Your policy sets the window and the condition, such as unused, with tags, in the original packaging. Many stores won't take returns after 30 or 90 days.

  18. Is it inside the window and returnable?Agent
  19. Send return instructionsAgent

    Give the return address, any return label, and the date the return must arrive by.

    Then go to step 24, Confirm the return arrived and check it

  20. Offer store credit as a goodwill optionAgent

    Sellers are often more willing to give store credit than a refund. Offer it only if your policy allows exceptions.

  21. Does the customer accept store credit?Agent
  22. Issue store credit and close the ticketAgent
  23. Decline politely and explain the policyAgent

    Quote the policy the customer saw at checkout. Tell them what they can still do, such as a warranty claim with the maker.

Inspect the return

  1. Confirm the return arrived and check itAgent

    Check that every part, accessory and manual is there and that the item matches what you sold.

  2. Is it complete and in returnable condition?Agent
  3. Full refund dueAgent

    Then go to step 28, Is the refund over your approval limit?

  4. Offer a partial refundAgent

    Deduct only what your posted policy allows, such as a restocking fee or a missing part. Tell the customer the amount and the reason.

Approve and refund

  1. Is the refund over your approval limit?Agent

    Example: an agent may refund up to $100, and a supervisor approves anything above. Use your own limit.

  2. Refund approvedAgent

    Then go to step 32, Refund to the original payment method

  3. Ask a supervisor to approveSupervisor

    Send the order, the reason, any photos and what you have already offered.

  4. Does the supervisor approve?Supervisor
  5. Refund to the original payment methodAgent

    Refund the card or account that paid. Don't send it to a different card, a gift card or a new bank account, which is a common fraud request.

    Tell the customer the amount and when to expect it. Card refunds can take several business days to show.

  6. Refund issued. Note the order and close the ticketAgent

Outcomes

Pass it to whoever handles disputes. Don't refund

When a chargeback is issued, the card network returns the money to the customer and takes it from your account. A refund on top would pay twice.

Your disputes owner either accepts the chargeback or answers it with receipts, tracking and messages.

You get here from step 3, Has the customer already filed a chargeback or card dispute? (Yes).

Cancel the order and refund in full

Under the FTC Mail, Internet, or Telephone Order Rule, refund a cancelled unshipped order within 7 working days for cash, check, money order or a third-party credit card.

You get here from step 6, What went wrong? (Not shipped yet).

Ship the replacement at no charge

You get here from step 13, Does the customer want a replacement? (Yes).

Issue store credit and close the ticket

You get here from step 21, Does the customer accept store credit? (Yes).

Decline politely and explain the policy

Quote the policy the customer saw at checkout. Tell them what they can still do, such as a warranty claim with the maker.

You get here from step 21, Does the customer accept store credit? (No), step 16, Is it eligible under your digital refund policy? (No), step 31, Does the supervisor approve? (No).

Refund issued. Note the order and close the ticket

You get here from step 32, Refund to the original payment method.