# Process: Handle a customer refund request

_Example. Northwind is a made-up company. The tools and deadlines are in the linked procedure (SOP) and work instructions, not here._

**Process owner:** Lena, finance lead

**Version and date:** 1.0, 4 October 2026

**Next review:** 4 April 2027, or sooner when the refund rules change

## Approval

| Prepared | Reviewed | Approved |
| --- | --- | --- |
| Finance lead, 4 October 2026 | Support lead, 4 October 2026 | Managing director, 4 October 2026 |

## About this process

**Purpose:** The customer gets their money back, or their unpaid invoice cancelled, and a clear answer either way.

**Scope:** Starts when a refund request arrives in the support inbox. Ends when the customer has a confirmation email. Not covered: chargebacks through the card provider.

**Trigger:** A refund request email arrives in the support inbox.

**Inputs:** The request email with the customer's email address and the order number (from the customer).

**Outputs:** A refund issued, an invoice voided or a refund declined with a reason; the ticket closed with the result; a confirmation email sent to the customer.

**Measures:** Working days from request to confirmation (median per month); refund tickets the customer reopens per month. Read by the finance lead monthly.

## Roles and responsibilities

| Role | Decides or does |
| --- | --- |
| Customer | Sends the request with the order number; receives the confirmation. |
| Support agent | Logs the request, checks the order, issues refunds, tells the customer, closes the ticket. |
| Finance lead | Approves refunds over 200 EUR; voids unpaid invoices. Owns the process. |

## Process at a glance

```mermaid
flowchart TD
    S1["1 Support agent: logs the request"] --> S2{"2 Support agent: checks the order. Invoice paid?"}
    S2 -- "Not paid" --> S3["3 Finance lead: voids the invoice"]
    S2 -- "Paid" --> S4{"4 Finance lead (over 200 EUR) or support agent: approves or declines"}
    S4 -- "Approved" --> S5["5 Support agent: issues the refund"]
    S4 -- "Declined" --> S6["6 Support agent: sends the confirmation, closes the ticket"]
    S3 --> S6
    S5 --> S6
```

## Steps

| # | Role | Activity and handoff | Linked work instruction |
| --- | --- | --- | --- |
| 1 | Support agent | Logs the request as a ticket with the order number. | None |
| 2 | Support agent | Checks that the order matches the request and whether its invoice is paid. Hands the ticket to finance if the invoice is unpaid or the refund is over 200 EUR. | None |
| 3 | Finance lead | If the invoice is not paid: voids it, then go to step 6. | Void an unpaid invoice |
| 4 | Finance lead or support agent | If it is paid: approves the refund in the ticket, or declines it with a reason (then go to step 6). The finance lead decides above 200 EUR, the support agent up to 200 EUR. | None |
| 5 | Support agent | Issues the approved refund and notes it in the ticket. | Issue a refund on a paid order |
| 6 | Support agent | Sends the customer the confirmation and closes the ticket. | None |

## Linked work instructions

| Work instruction | Where it lives |
| --- | --- |
| Void an unpaid invoice | Finance work instructions folder; 4 steps with screenshots |
| Issue a refund on a paid order | Support work instructions folder; 5 steps with screenshots |

## Change log

| Version | Date | What changed | By |
| --- | --- | --- | --- |
| 1.0 | 4 October 2026 | First version | Finance lead |