How to Arrange eBay Refund
Refunds should be a last resort for the business, once all other avenues have been
Overview#
Purpose: Refunds should be a last resort for the business, once all other avenues have been explored and offered to the customer. Refunds should be timely once agreed so the customer leaves with a positive experience, however all refunds must be followed up to a resolution with customer/supplier/staff/management.
Scope: Refunds need to be flagged each morning to management for analysis, the finance department is also required to bring all refunds and reasons, sorted by reason code to weekly operations meeting for in depth analysis. Please ensure you check eBay and amazon auto refunds, for instance if a sale is cancelled, these may have been completed by a CS rep and not obvious to you without checking.
This SOP only covers the refund process for customers who buys in eBay. Customers from website and Amazon has a different refund process.
Responsibility: It is the responsibility of the Accounts, Operations, Warehouse and Customer Service to communicate on the order details and refund offer. Management confirmation is required for eBay Return Requests.
Objective: To process refund correctly and leave positive experience to the customer. For Customer Satisfaction and avoid negative feedback
Procedure#
Refunds are processed either because the customer cancelled his order or there is an issue with the item. If the customer just cancelled the order, the customer service agent can easily request the accounts personnel to arrange the refund even without managements approval. However, for refunds that is due to some issues (either courier or supplier) this needs to have the approval from management.
Five (5) percent partial refunds also do no need managements approval. Customer service agents can offer 5% partial refunds to customer and if customer accepts, they can now request accounts personnel to process it. Once refunds are approved by management follow the steps below.
- All emails that are for refunds are tagged with the following labels:
-Arrange refund
Accounts
Name of the account personnel
There is also an internal note from the customer service agent or sometimes the management on how much to refund, reason for the refund, what is the order number and the sales channel (if bought from Amazon, eBay or Magento), so make sure to read it.
- Check which channel the order was placed. Do this by clicking the link to the listing found on the right side of the ticket in Zendesk under Product Details (see Figure 3).
Once you click the link, it will bring you to the listing. Check the Seller Information (see Figure 4) and you will know if it was bought in BTS Trading (eBay0) or in Bragan x (eBay1). Once you confirmed the sales channel, choose the browser depending on what channel the order is in. Example if for eBay0 you are using Chrome Browser then log-in to eBay0 account using Chrome just make sure that for eBay1 you use a different browser, do not use Chrome. Window when you click SKU
Note: Since there are two eBay channels (eBay0 and eBay1) it is advisable that you use separate browser for each. It is better to use two (2) browsers when doing this task to save time in logging in and out of the same browser for different channels and Also to prevent errors regarding browser cache.
- Once you know which channel, go back to Zendesk and click the eBay Order ID (see Figure 5). This will require you to sign in to eBay, especially if this is the first time you will do this. If you want not to sign in the next time then don't sign out after. Make sure to log-in to correct browser and account using the credentials provided by management.
Note: Please always inform management if you are going to sign-in to any eBay accounts. You can inform them through Skype group. ReplyCo Snipe
- Once you click the order ID this window would appear, just scroll down and click Send Refund Click Send Refund
- A new window will open, for the reason for the refund always choose Other Adjustment. Do not choose other reasons so as not to affect our eBay measures.
- Type the agreed refund amount and then click Review Refund. If this is a full refund then input the total paid (highlighted in blue).
- Click Send Refund
Window with Successful Refund
Note: For some orders placed 30 days ago or more, there is a different refund process sometimes it is processed direct in PayPal but most eBay orders the refund process is just as mentioned above.
- Once the refund is successful, update the customer using Macro 207. Macro To Send Once Refund is successful
Video & Media#
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
Make sure to ask management approval for any refunds higher than 5% partial refund. Make sure to check the order number so that you will refund correct customer. Make sure to review the refund amount. It is best to have one browser for Bragan-x (eBay1) and another browser for BTS (eBay0). Because it gets confused and you cannot access the site. It also saves time in logging in and out of the same browser for different channels. Also, to prevent errors regarding Browser cache. Get the credentials to management.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.