Refund Requests

For sales reps

Why We Do This

A refund is money leaving the company, and undocumented money is the fastest way for honest mistakes to look like theft and for real theft to hide behind honest mistakes. The refund request puts every refund on the record with a reason and a name attached, protects you from ever being questioned about one, and gets the customer their money through the proper channel instead of out of a drawer.

When to Use It

Any time a customer is owed money back, whole or partial, for any reason: return, cancelled sale, overcharge, price adjustment, or a warranty outcome that includes money back.

No refund is given in cash out of the drawer or promised verbally. Every refund starts with the form.

Step by Step

Open the Refund Request form on the admin portal (Customer Actions).
Enter the customer's name and contact information.
Enter the original invoice or receipt number. The refund must trace to a real sale.
Enter the amount and the reason for the refund.
Submit. The office processes the refund and the customer is taken care of through the proper channel.

Do and Do Not

Do submit the request the same day the customer asks.
Do tell the customer the honest timeline: the request is in and the office processes it.
Do not hand cash from the register.
Do not promise an amount or an outcome before the office approves it.