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Process a Customer Refund Request
Resolve a customer's refund request accurately and within policy, so the customer is refunded correctly the first time and the transaction is properly recorded for accounting.
Prerequisites
- Access to the billing dashboard with refund permissions
- The customer's account email or order ID
- Familiarity with the refund policy for the customer's plan tier
Tools
Steps
- 1
Verify the request is within the refund window
Open the customer's account in the billing dashboard and check the charge date against the plan's refund policy (14 days for monthly plans, 30 days for annual). If the request is outside the window, do not proceed to step 2 — follow the exception process instead.
Support agent · 3 minutes
Annual plans have a longer window than monthly plans — check the plan type, not just a flat 14 days.
- 2
Confirm the reason and log it
Ask the customer for the reason for the refund if it isn't already in the ticket, and record it in the ticket's refund reason field. This data feeds churn reporting, so use the standardized reason categories rather than free text.
Support agent · 3 minutes
- 3
Issue the refund in the payment processor
In the payment processor admin panel, locate the original charge by transaction ID and issue a full or partial refund as approved. Do not refund through the billing dashboard directly — it does not sync the transaction record.
Support agent · 5 minutes
Refunding the wrong charge on a customer with multiple transactions is the most common error here — always match by transaction ID, not by date.
- 4
Update the ticket and notify the customer
Mark the ticket as resolved with the refund amount and date, then send the customer the confirmation template. Refunds typically take 5-10 business days to appear on the customer's statement — set that expectation in the message.
Support agent · 4 minutes