Returns and refunds processing SLA SOP

Created by Shereen Goliath, Modified on Tue, 7 Apr at 9:48 AM by Shereen Goliath

1. Purpose
2. Scope
3. Procedure
- Collections
- In-store returns
- Cancellations
- Refund SLA

1. Purpose

This SOP outlines the standard SLA for refunds to be issued once an item is returned or cancelled.

2. Scope

This SOP covers the refund SLA’s when a customer returns an item via collection or in-store return, or an item is cancelled.

3. Procedure

Collections

1.1) Once a customer’s return has been collected by M24, it takes 3-5 business days for the item/s to be returned to M24.

1.2) The return is then processed, and the order item status should update to “returned”.

1.3) A refund is then issued to the original payment method.

In-store returns

2.1) If the customer returns their item in-store, they will be able to opt for an exchange or a refund.

2.2) If the customer opts for a refund, a refund will be issued in cash.

Cancellations & RTS

3.1) If the customer has an order/item cancelled or RTS’d, a refund will be issued upon cancellation (not yet shipped) or when the cancelled item is returned to M24 (shipped). This depends on the reason for cancellation:

Use case	When will we refund?
System errors (oversell, undersell, incorrect price, qty or product information)	Refunded on cancellation - 48hrs post order placed
3 Failed deliveries	Refunded once items have arrived back at the DC
Situations out of our control: ie. looting	Refunded once items have arrived back at the DC
The store never handed over the parcel	Refunded once the order status updates to cancelled
The order went missing	Refunded once the order status updates to cancelled
The order got damaged in progress	Refunded once the order status updates to cancelled

Refund SLA’s

4.1) Once a return is processed, a refund should be issued to the original payment method. Here are the processing times for the various payment methods we offer.

Payment method	Processing times
TFG Account	24-72 hours
Credit/Debit card	5-7 working days
IEFT	5-7 working days
Apple Pay	5-7 working days
Google Pay	5-7 working days
RCS	5-7 working days

4.2) If an item is in a refunding state (TFG cancelled, refunded, returned), and the customer states that they have not received their refund. Follow the refund troubleshooting process SOP.

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.