# Refund review SOP

Designed example · synthetic data. This is an authored illustration, not a recorded agent run. All organizations, people and figures are fictional.

**Status: Draft, untested. First live run: not yet done.** This procedure describes notes-derived practice; it is not an approved refund policy.

## Trigger and prerequisites

Trigger: a refund ticket enters the review queue (P1). Prerequisites: authorized support access, ticket ID, purchase and request/receipt dates, amount/currency and reason. **[CONFIRM G-04]** refund system and completion field. This sample has no system access.

## Steps

| Step | Action | Responsible role | Completion evidence |
| --- | --- | --- | --- |
| 1 | Record required ticket fields | Support agent | Fields present; missing fields flagged (P1) |
| 2 | Compare dates with the 30-day rule | Support agent | Elapsed days and governing date; **[CONFIRM G-01]** boundary (P2) |
| 3 | Obtain lead sign-off if amount exceeds USD 100 | Support lead | Approval reference; absence means waiting (P3) |
| 4 | Obtain a damage photo if damage is claimed | Support agent | Photo present; otherwise waiting (P4) |
| 5 | Confirm standard eligibility and resolve any exception | Support agent / process owner | Eligible basis documented; G-02/G-03 settled where relevant |
| 6 | Process only through the authorized refund system | Support agent | **[CONFIRM G-04]** system and refund reference (P5) |
| 7 | Record completion on the ticket | Support agent | Actual refund reference; a due date or approval alone is insufficient |

## Exceptions and escalation

**Missing packaging:** pause eligibility and ask the process owner for the rule, with ticket/date/amount (G-02). **Beyond 30 days:** pause and obtain a policy decision (G-03). **Over $100:** lead sign-off required; it does not waive other conditions. **Damaged without photo:** wait for evidence. No owner names or response-time promises are invented.

## What the desk walkthrough exposed

T-1041 has a 17-day interval and a $72 amount; neither special amount nor damage condition applies. It still stops before real processing because G-04 is unresolved. T-1042 reveals missing-packaging uncertainty. T-1043 is 45 days, $136 and has no photo — several independent blockers.

[Walkthrough](walkthrough_test.md) · [Gaps](gaps.md) · [Observed notes](process/refund_notes.md).