Returned Orders Not Refunded Escalation SOP

Version: v1.0

Table of Contents

• 1. Purpose

• 2. Understanding refund timelines

• 3. Procedure

• Vetting

• Log a Service Request (SR) with the Relevant Tech Team

• Ticket updates and Resolution Process

• 
  

1. Purpose

This SOP provides guidance when customers report that their Bash orders have been returned, but the corresponding refunds have not yet been reflected in their accounts.

Refund actions vary depending on the original payment method: Credit/Debit Card, EFT and TFG Account.

2. Understanding refund timelines

Refunds are processed according to the payment method used:

• TFG Money Account: Refunded within 24 - 72 hours

• Credit/Debit Card & EFT: Refunded within 5-7 working days(subject to the customer’s bank).

3. Procedure

1. Check if a refund can be located, and if no refund is found, please proceed to step 2.

2. Log a Service Request (SR) with the Relevant Tech Team

2.1) Escalate to Engineering. Log a service request (SR)child ticket to the relevant tech group:

• Group:

  • Tech Payments for Credit/Debit Card and, EFT, and EGC refunds

  • Tech Order Management for TFG Account refunds

  • Tech Fulfilment if OTD cannot action the refund (resubmit the affected SKU or send Return Authorisation)

• Category: Refund Queries

• Sub-Category: Returns Refund ETA

• Item/Issue Type: Select appropriate Payment Type

• Ticket Summary Example: "Customer Jane Doe – Cancelled order, refund not reversed (PayU)"

• Attachments: Include screenshots from payment portals showing the failed or missing refund

• Status: Open

3. Ticket Updates and Resolution Process

3.1 While Awaiting Engineering Response

• Send an email to the customer informing them that you have reached out to the relevant team and will be in touch with updates as soon as you hear back from the team.

3.2 If a manual refund is needed:

• Collect:

  • Customer’s Bank Statement

  • Screenshot showing refund failure (e.g., from PayU or Stitch)

• Complete the Slack workflow on the JD Support Channel on Slack to your Lead for the refund to be submitted

3.3 If the TFG Account refund fails:

• Tech Order Management will confirm the issue
• Add request to the TFG Adjustment Document
• Inform the customer and advise them of the estimated refund timeline for TFG Account Refunds. See Returns and refunds processing SLA SOP
• Set the ticket to pending once you have emailed and updated the customer.