KB: Payments & Refunds: CX Reconciliation

What is reconciliation?

Every month, we receive a reconciliation sheet (REC sheet) from the Finance Team. 

This is sent to CSManagers to chase payments/returns, amend lines or refund customers. 

These are brought to CX and Finances attention while they are reconciling their accounts, e.g. balancing the books. Most of the time, we need to look into these orders and fix something due to an error which has been made. 

Every actions needs a reaction

These are the most common mistakes which cause orders to appear on the REC sheet, because only one of the two is processed. Every action must have a reaction.

Doing it right!

• Makes the customers journey with us EASY

• Customers more likely to shop with us again if we get it right

• Saves us money & stock

• Minimises workload for the Claims & Payments team

• Reduces the volume of CX errors

If you ensure you follow all necessary steps after an action (e.g. a refund, followed by returning a line) then the volume of errors made, and volume of orders to be checked on the REC sheet will be reduced. Please always ask yourself – what will the effect of my actions be? What else is required to be processed?