Agent Workflow for Processing Refunds 

Cancel the order on the fulfillment platform (Jetpack).

Then, process the refund in Samcart.

If the order is not imported in Samcart, process the refund in Shopify instead.

Always ensure cancellation in Jetpack before issuing any refund.

Send the [Order] Cancellation & Refund Processed

Do not issue a refund immediately.

Orders that are already shipped, in transit, or delivered cannot be canceled.

Provide the customer with a return label instead.

Refund will be processed only after unopened bottles are returned.

Exception: If the order includes only 1 bottle / 1 pack. Follow the guidelines below.

There is no need for the customer to return the product if the order only includes 1 Bottle / 1 Pack.

Refund the entire item amount plus tax.

Do not refund shipping costs.

This rule applies whether or not the product was opened.

Encourage customers by noting: “You are welcome to share the product with family or friends who may benefit from it.”

Refund the number of unopened bottles returned plus the first bottle used (if the customer did not return their entire order).

Deduct a 10% shipping and handling fee from the total refund.

Calculate refund amounts using the Refund Calculator Sheet: Refund Calculator Spreadsheet or the Returns Calculator below.

Follow the official SAE guidelines here: SAE Handling SOP

For all suspected SAE cases, a full refund must be processed, regardless of the number of items purchased.

A return label may be provided if the customer wishes to send products back, but we do not require returns.

Process a refund minus a 10% shipping and handling fee.

Offer 50% refund on the unopened bottles that the customer will return.

Calculate refund amounts using the Refund Calculator Sheet: Refund Calculator Spreadsheet or the Retention Offer Calculator below.