A clear refund process helps staff treat similar requests consistently and keeps transaction records understandable. Set a policy that fits your products, payment providers, and obligations, and make it available to customers before they buy.
Confirm the transaction and request
Find the original sale and check what was purchased, how it was paid, and when it happened. Ask the customer what they need, then review the request against your stated policy. If the item is faulty or the amount is disputed, record the details and explain the next step.
Record the decision and payment
If you approve a refund, confirm the amount, method, and expected processing time. Refund timing can depend on the payment provider. Keep the reference and link the refund to the original transaction in your records. If you offer an exchange or credit instead, record that clearly too.
Review refunds for patterns
Review refund reasons periodically. A repeated issue may point to confusing product details, damaged stock, a fulfilment problem, or a mismatch between expectations and what was supplied. Use the records to investigate; the refund count alone does not explain the cause.
SokoWise can help you keep sales and payment activity organized. Check your account for the return and refund workflows available, and follow your payment provider's instructions when processing a refund.