Refunds troubleshooting SOP

SC Order Management – General Tech Request Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • TFG accounts

  • Credit/Debit card

  • IEFT

  • Payflex

  • RCS

  • Cross-border (International) payments

• 4. Documentation

• 5. Attachments/Appendices

• 
  

1. Purpose

This SOP outlines the troubleshooting steps for failed refunds.

2. Scope

This SOP covers the refund troubleshooting steps for the following payment methods:

• TFG accounts

• Credit/Debit card

• IEFT / Apple  Google Pay

• Capitec pay / Open Banking

• RCS

• Cross-border (International) payments

• Split payment refunds

3. Procedure

Context

When a customer queries a refund, we need to check whether the parcel is in a refundable state and how long it has been in this state. If the parcel is in a refunding state and the SLA has not passed for the refunding processing time, we should advise the customer to wait for the relevant SLA to pass before we conduct any further troubleshooting.

Step 1 - Check the item status

1.1 ) Conduct a search on BashAdmin using the order number. Navigate to the “Order Item   Details” tab. Here you will be able to identify the status of the order. The order needs to be in a refundable state (TFG cancelled, refunded, returned) -

• If the parcel is in a refunding state,  this means that a refund should have been processed on our side, and the customer would need to wait for the relevant refund processing timeline (see annexure A) before they receive their refund. If the refund timeline has passed and the customer has not received their refund, proceed to step 2.

• If the item has not moved to a refunding state, log a Freshservice escalation with the Order Management team by using the SC Order Management – General Tech Request 

Step 2 - Investigation

2.1 ) If the refund was issued on our side, and the relevant refund SLA has passed, but the customer states that they have not received their refund, we need to request specific documentation based on the original payment method -

TFG accounts -

NB. For TFG cancelled orders, these transactions are reversed and not refunded. Always check to see if the customer was, in fact, charged.

• Log into TFG Credit Services and conduct a search using the customer's TFG account number.

• Select the date range for the period in question to narrow down the results.

• Once you have selected the date range, view the record of transactions for that period. Look for any transactions that indicate a refund.

• If you see a refund transaction (code 607), then the refund was successful. You can advise the customer that the refund has been processed and the funds should be returned to their account.If no refund was issued, proceed to step 3

Credit/Debit card -

• Request that the customer provide us with a bank statement that covers the time period whereby the refund should have reflected in the customers bank account. (We are unable to accept any screenshots of banking app transactions)

• Once the statement has been provided, check to see if a refund reflects on the statement. If the refund reflects, make the customer aware of this. If the refund is not reflecting, proceed to step 3.

IEFT / Apple  Google Pay -

• Request that the customer provide us with a bank statement that covers the time period whereby the refund should have reflected in the customers bank account. (We are unable to accept any screenshots of banking app transactions)

• Once the statement has been provided, check to see if a refund reflects on the statement. If the refund reflects, make the customer aware of this. If the refund is not reflecting, proceed to step 3.

RCS -

• Request that the customer provide us with a bank statement that covers the time period whereby the refund should have reflected in the customers bank account. (We are able to accept interim statements)

• Once the statement has been provided, check to see if a refund reflects on the statement. If the refund reflects, make the customer aware of this. If the refund is not reflecting, proceed to step 3.

Payflex - 

NB - When we issue a refund to the customer - the refund will go to Payflex, who will in turn sort out the amount that needs to be refunded to the customer bank account, dependent on the instalments paid.

• Payflex users can only access their transaction history and cannot provide a statement. Ask the customer to please check their wallet, as the refund would reflect in the wallet for the amount deducted for the first instalment.

• If the refund is not reflecting, proceed to step 3.

Split Payment Refunds 

When customers make a payment for an order, they can split the payment across multiple payment methods, when one of those payment methods is a TFG account. The customer can pay a portion of the order total using their TFG account, and the remaining balance will need to be covered by using one of our other payment methods.

It’s important to understand that when we process this transaction, we are taking the secondary payment (not the TFG account) and using it as a payment on the TFG account. The order total is then deducted from the TFG account in its entirety.

 When refunding these types of payments to the customer, the customer may not be aware of how the refund will be received. As the entire refund will go back to the TFG account.

• If the customer used a TFG account within a split payment, the other payment method will act as a payment on the TFG account, and the whole transaction will then take place on the TFG account. This means that the entire refund will be issued to the TFG account. If the customer had a split refund issued in its entirety to the TFG account, and the customer would like to have the refund split according to their original payment method, proceed to the next step

• The customer will need to send an email to refunds@tfg.co.za. They will then advise the customer further on whether or not the refund can be split.

• If the customer has any issues with the refund after the relevant SLA’s have passed, you need to follow the specific processes within this SOP for the relevant payment methods

Cross-border payments (Foreign Bank account) -

• Request that the customer provide us with the customer's statement that covers the time period during which the refund should have reflected in the customer's bank account. (We are unable to accept any screenshots of banking app transactions. 

• Once the statement has been provided, check to see if a refund reflects on the statement. If the refund reflects, make the customer aware of this. If the refund is not reflecting and we can see that the statement comes from an international bank, we will need additional documentation from the customer -

  • Inward swift (if payment was with IEFT or StitchEFT or the customer did a manual EFT)

  • Customer address 

  • Copy of customer/ beneficiary passport

• Once the additional documentation has been provided, check to see if a refund reflects on the statement. If the refund reflects, make the customer aware of this. If the refund is not reflecting, proceed to step 3.

Step 3 - Refund Escalation

3.1) Complete the Slack workflow on #team-jd-customer-support and include the following info -

• Summary of the issue

• Payment method

4. Review and Revision History

[Document any changes made to the SOP, including the date of revision, a brief description of the change, and the name of the person making the revision.]

5. Attachments/Appendices

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.