Tracking a Refund

Tracking a Refund

Purpose/Goal

The purpose of this SOP is to establish a systematic process for tracking and managing refunds efficiently, ensuring accurate documentation and transparency throughout the refund process. The goal is to streamline refund procedures, maintain financial accuracy, and provide clear records for auditing and analysis purposes.

Resources Needed

Refund Sheet

Knowledge Base

Attach Loom Video of SOP Being Done

Step 1 - Add to Refund Sheet

Step 2 - Let the Customer know the refund was processed

BEFORE YOU START: You will start with your ticket in Gorgias, where you will have offered a refund. If the customer accepts a refund, you will follow the steps below. 

1. Once you have identified what you are refunding, please open the Refund Sheet. 

2. You will then fill out columns A - J; any columns after that will be filled out on the back end once the refund is processed. 

   1. The most important columns are D (Order ID), G (Description), and H (Reason).

   2. Please always ensure that you fill out the correct order ID in column D so we can ensure the refund is processed quickly and to the correct order. You can always double-check the order ID within the Gorgias ticket and in Shopify.

   3. Column G is where you will put the discount amount. For example, “15% STUD” means a student discount. “FULL (SHIPPING ONLY)” means that we are only refunding the shipping fee in full. “FULL” means the whole order will be refunded. If there are multiple products on the order and we are only refunding one product, you can write it in like this: “FULL (BRAWN ONLY)”; etc.

   4. For column H, you will always fill in the reason. Here are some examples: “MBG - Taste,” “Military Discount,” “Customer Satisfaction,” “Manually Applying Points,” etc. Please see examples for columns G and H below. 

BEFORE YOU START: Once you add a refund to the sheet, you will email the customer back. 

1. After you have added the refund to the sheet, please email the customer back using the refund processed template. 

• Always double-check all fields in the refund sheet to ensure you enter the correct refund and the correct items.

• If you see that refunds have not been processed for more than 2 days, please flag them to Team Lead/Manager.