Two employees handled almost identical refund requests differently last week. One apologized and offered a replacement; another immediately refunded, and neither did anything unreasonable. But customers should get predictable treatment, and staff shouldn't have to improvise under pressure. I'm drafting a one-page policy with examples, an approval limit and a clear exception route. What would you put in it so it guides judgment without becoming a rigid script?
Creating a basic process for refunds that staff can follow consistently
- small-business
- creating
- basic
- process
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3 replies
I would write the decision points, not just the outcome. For example: refund under X amount can be handled by staff, replacement is offered...
I would write the decision points, not just the outcome. For example: refund under X amount can be handled by staff, replacement is offered when the item is still in stock, and anything beyond that goes to a manager with one sentence on why.
Also include what staff should say when they need to pause. People get flustered and improvise extra promises if the policy doesn't give them a neutral line to use.
We had a rule that said 'when in doubt, escalate,' which was about as useful as a chocolate teapot. Better to name the common exceptions and who gets the final say.
I agree, but I would not make the list too long. If every odd case needs a manager, staff will stop using judgment entirely and just go look...