Core Objective Process customer refund requests accurately while enforcing a 14-day eligibility policy and ensuring approvals for exceptions. Phase Segmentation Request Intake & Validation Eligibility Check (Policy Gate) Refund Execution (Stripe) Exception Handling (Manager Approval via Slack) Redundancy Check No circular steps detected. Potential gap: No confirmation/closure step → added in SOP for completeness. Standard Operating Procedure (SOP) SOP Meta-Data Title: Customer Refund Processing SOP Document ID: SOP-REF-001 Owner: Operations Team Lead Executive Summary This SOP standardizes refund handling by enforcing a strict 14-day eligibility window and routing exceptions through managerial approval. It ensures fast processing for valid requests while maintaining financial control and auditability. Prerequisites & Tools Access to Stripe (Refund permissions enabled) Access to Slack (Manager approval channel) Customer transaction details (email, charge ID, or invoice ID) The Process Workflow Phase 1: Request Intake & Validation Receive refund request from customer (support ticket/email/chat). Identify the transaction using customer details (email, order ID, or charge ID). Phase 2: Eligibility Check (Policy Gate) Verify the transaction date. Determine if the request is within 14 calendar days of purchase: If YES → Proceed to Phase 3 If NO → Proceed to Phase 4 Phase 3: Refund Execution (Eligible Requests) Log in to Stripe Dashboard. Search for the transaction using charge ID or customer email. Open the transaction → Click “Refund”. Confirm refund amount and submit. Pro-Tip: Always double-check currency and partial vs full refund before confirming—Stripe refunds are irreversible. Phase 4: Exception Handling (Manager Approval Required) Post in Slack (designated approval channel or manager DM): Include customer details, transaction ID, reason for delay Wait for explicit approval (written confirmation required). If approved: Proceed with Steps 5–8 in Stripe If rejected: Inform customer politely that refund is not eligible per policy Pro-Tip: Screenshot or retain Slack approval for audit trail. Critical Details 14-day window is non-negotiable unless manager-approved Always use exact transaction match—avoid refunding incorrect charges Maintain audit evidence (Slack approvals, refund confirmation IDs) Exception Handling (Top 2 Likely Failures) Transaction Not Found in Stripe Reconfirm customer details Check alternate email/payment method Escalate to Finance if still unresolved Manager Not Responding in Slack Follow escalation hierarchy (backup manager) Do not process refund without approval beyond 14 days Validation & Handoff Success Checklist: ✔ Refund processed in Stripe with correct amount ✔ Eligibility criteria validated or approval documented ✔ Customer notified with confirmation