Questions to ask the customer:

• Which service or payment are you requesting a refund for?
• What is the reason for the refund request (results, billing issue, cancellation, dissatisfaction)?
• What is the invoice/transaction date and amount?
• Was the service already delivered or partially delivered?
• Who is the authorized account owner or decision-maker for billing matters?
• How was the payment made (card, bank transfer, PayPal, etc.)?

Procedures:

• Acknowledge and stay neutral: confirm you received the request and that we will review it based on our policy/terms.
• Collect evidence: request invoice number, payment confirmation, and any relevant context (messages, deliverables, screenshots).
• Verify authorization: confirm the requester is the account owner or an approved billing contact.
• Check the agreement/terms: confirm refund eligibility, service start date, work already completed, and any non-refundable items.
• Assess responsibility: determine if the issue is due to service quality, client-side delays, third-party platforms, or billing error.
• Offer resolution options: partial refund, credit, service extension, or corrective work when appropriate.
• Escalate for approval: submit the full case to management/billing for final decision before confirming any refund.
• If approved: process the refund through the original payment method and provide confirmation (transaction reference/timeframe).
• If denied: communicate the reason clearly, reference the terms, and propose alternatives (credit or corrective plan).
• Document everything: log the request, decision, reason, and actions taken in the CRM/ticket system.

Priorities:

• High (1h): Billing error (duplicate charge), unauthorized charge, or urgent dispute risk (chargeback).
• Medium (1 day): Standard refund request under review with complete information.
• Low (2 days): Refund request missing details, awaiting invoice/authorization, or low urgency.