Credit Note Requests Escalation SOP

Version: v1.0

Table of Contents

• 1. Purpose

• 2. Common scenarios

• 3. Procedure

• Vetting, actions, and further escalation

• Ticket updates and Resolution Process

1. Purpose

To outline the process for handling customer credit note requests, including issuing new credit notes for personal reasons or correcting discrepancies related to refunds.

2. Common scenarios

Customers may contact JD CS for the following reasons:

• To request a credit note for personal use or record-keeping.
  
  

• To report a discrepancy on an existing credit note (e.g. incorrect item count or refund value), even if the correct amount reflects in their bank account or TFG account.

3. Procedure

1. Vetting, actions, and further escalation

1.1 Gather the information from the customer.

• Check the status of the refund on the order on BA. If the status is not in a refunded or refunding status, please check the Returns order not refunded SOP
• Summary / Reason for credit note request
• A screenshot or document as proof of a credit note ( reflecting the discrepancy).
• Review the information provided

1.2) Search for any existing credit note comms in Bash Admin under the Comms Search tool. If no communication is found or if the credit note needs to be created or corrected, they will. Submit the request to Order Management (OM) by creating a Service Request (SR) using the catalogue item child ticket under the original request.

1.2.2) Once the credit note is generated or corrected, the OM team will:

• Inform you by responding to your SR

2. Ticket Updates and Resolution Process

2.1 While Awaiting Engineering Response

• Email the customer to inform them that you have reached out to the relevant team and will be in touch with feedback as soon as you hear back. ( see: Escalation Support SOP )
  

• Set ticket status: Waiting for Engineers

2.2 Once Engineering Resolves the Issue. 

• Review the updated credit note to ensure accuracy.

• If correct, notify the customer and provide them with the updated/corrected Credit note

• If incorrect, return the issue to the OM Team for further correction.

NB. If credit note discrepancies occur repeatedly (i.e. more than once for the same issue type):

• Gather all related ticket numbers.

• Escalate the matter in the # help-escalations-ops-fulfilment Slack group and tag @O/M Medic for further investigation.