OVERVIEW:
Use this document when a customer is requesting for a refund on their order.
Shopify > Order Page > Refund
Send an email to your senior manager with the refund request
Make sure to include the following information in your email:
Reason for refund request
Order Number associated
Amount to be refunded
The senior manager to process the refund if approved
Senior manager to inform manager once refund has been processed
Manager to print a new copy of the invoice reflecting the refund
Manager to send proof of refund to the customer
Relay to the customer why we are unable to process the refund if request is denied
Suggested email template if refund has been processed:
Hi (CUSTOMER NAME),
I would like to let you know that the refund for (ENTER AMOUNT) has already been processed. I have also attached a copy of your invoice that reflects the refund for your reference. Just to set proper expectations, refunds from our end are processed real time, and the amount refunded should reflect on your original payment method within 5-7 business days.
Kindly reach out to your local bank should you need further updates as we do not have visibility nor control once the process has been completed from our end.
Thank you and stay safe,