Handling Customer Refunds

Refund Tiers

Amount	Authority	Processing Time
Up to 500 SEK	Support agent	Immediate
500–2,000 SEK	Support lead	Within 24h
2,000+ SEK	Finance approval	Within 48h

Process

1. Verify the customer’s identity and order
2. Determine the reason for refund
3. Choose the refund tier above
4. Process in the billing system:
   • Go to Orders > Find order > Refund
   • Select full or partial refund
   • Add reason code
5. Send confirmation email to the customer
6. Tag the ticket as refund_completed

Refund Reasons

• product_defective — full refund + free return shipping
• customer_dissatisfied — full refund within 30 days
• duplicate_charge — full refund + small apology gift
• shipping_delay — partial refund (shipping cost)