¶ Refunds Requests Handling v1.0
Source PDF: SOP_Refunds_Requests_Handling_v1.0.pdf
STANDARD OPERATING PROCEDURE
Title: REFUND HANDLING SOP
Prepared by: Leonardo Lopez
Date: 27/02/2025
Version: 1.0
- PURPOSE
This SOP establishes a structured, consistent, and policy-compliant process for handling
refund and cancellation requests. The objective is to:
- Protect company revenue
- Ensure fair and consistent policy application
- Improve complaint handling
- Avoid unnecessary admissions of fault
- Maintain professional escalation standards
- CORE PRINCIPLES
All CSRs must follow these non-negotiable principles:
- Never assume company fault without verification.
- Do not apologise for errors unless a confirmed error exists.
- Always identify the exact reason for the refund request before discussing policy.
- Refund handling is complaint management first, financial processing second.
- Apply the published Refund Policy consistently in every case.
Reference Policy: https://easy-dna.com/refund-policy/
CSRs must review the policy before confirming any refund.
- PROCEDURE
STEP 1 - ACKNOWLEDGE THE REQUEST
When a client requests cancellation or refund:
- Respond within 24 hours.
- Do NOT confirm refund immediately.
- Do NOT calculate or quote refund amounts yet.
Use a closed question:
"Thank you for your message. Before we proceed, could you please confirm the specific reason
for your refund request?"
Stop there. Do not offer alternative options that allow silent cancellation.
Any refund case not covered in this SOP must be escalated to Management before
responding. CSRs are not authorised to approve exceptions. When in doubt, escalate.
STEP 2 - IDENTIFY REFUND CATEGORY
Determine which scenario applies:
A. Kit Dispatched but Not Used
- Administrative fee applies.
- Shipping costs are non-refundable.
- Partial refund may apply as per policy.
B. Sample Received by Laboratory (Or in Transit to)
- No refund available.
- Laboratory processing costs are non-recoverable.
C. Results Issued
- No refund.
- Service has been completed.
D. Client Claims Error or Quality Issue
- Must investigate before any refund decision.
STEP 3 - HANDLING CLAIMS OF "ERROR" OR "UNPROFESSIONALISM"
If the client alleges:
- Grammar mistakes
- Documentation errors
- Formatting issues
- "Shady" or unprofessional practices
You must:
- Request specific evidence:
"Could you please indicate specifically where you believe an error appears so we may
review this internally?"
- Do not apologise for unspecified errors.
- Do not admit fault without verification.
If tone escalates:
- Attempt phone contact.
- Offer to schedule a call.
- Document call attempts in CRM.
STEP 4 - APPLY REFUND POLICY
Before confirming any amount:
- Re-check the official refund policy page.
- Confirm dispatch status.
- Confirm laboratory status.
- Confirm payment method.
Never guess refund amounts.
Any refund case not covered in this SOP must be escalated to Management before
responding. CSRs are not authorised to approve exceptions. When in doubt, escalate.