01 — The problem
Refund decisions depended on one senior agent. When she was away, response times slipped past 72 hours and approval thresholds were applied inconsistently.
02 — What I did
Wrote a decision-tree SOP with hard approval thresholds, canned customer replies, evidence requirements for chargebacks, and a daily queue routine any trained agent can run.
03 — Result
- First response time held under 12 hours during peak season
- Refund approvals no longer escalated for 80% of cases
- Chargeback evidence packs standardised into one folder structure
04 — Related sample document
DOC-003 · Back-Office OperationsSOP: Refund & Dispute Handling
A decision-tree procedure for refund requests and chargebacks, with approval thresholds, evidence requirements and customer reply templates.
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