Refunds Handbook SOP V1.7

Overview

This process outlines the steps to be followed when and agent has to provide a customer with a manual refund. The process covers the following areas:

• When to Log a Manual refund
• How to create a manual refund on Admin (Customer & Restaurant Resolution)
• How to Create Zendesk Refund Ticket
• How to respond to customer follow ups 

When to Log a Manual Refund 

 POPI Customer Verification

• When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

A manual refund should be logged by the agent after the customer has indicated that they would not like a coupon or a replacement of their order as compensation.

1. Types of Orders to Log a Manual Refund

The table below sets out the order status and the type of customer payment methods where the refund can and cannot be logged.

Order Status	Credit and eBucks Payments	Instant EFT Payments	Cash Payments
Failed_delivery_injection: If the order can’t be replaced or if the customer requests a refund rather than a replacement.
Failed_delivery: If the failed delivery was not due to the fault of the customer or if it was approved by a TL/2IC.
Failed_collection: If the failed collection was not due to the fault of the customer or if it was approved by a TL/2IC.
Cancelled: If the cancellation was not due to the fault of the customer or if it was approved by a TL/2IC. *Potential Fraud cancelled orders should not be refunded unless approved by TL/2IC. Let the customer know to contact their bank.
Delivered: If the customer has a valid complaint ‘as per Compensation Guideline’ and/or a TL/2IC approves a full or partial refund after the customer does not want to accept a coupon.
Any other order statuses: If only after checking PayGate and PayGate reflects “Auth OK”; or  after escalating to a TL/2IC who has checked if funds have been received and has approved a full refund.

 

2. CS_Tender_Orders

CS_Tender_Card/CS_Tender_Cash are orders where a replacement order was made by the agent for the customer.

• Orders with CS_TENDER_CARD / CS_TENDER_CASH payment method. Go back to the Original order number with the credit/instant_eft/ cash and follow those steps.
• No refund tickets should have a cs_tender order number.

3. When NOT to Log a Manual Refund

Never log a Manual refund for the below order statuses, as these are automatically refunded to the customers credit wallet:

• Failed_restaurant_injection
• Restaurant_auto_rejected
• Restaurant_rejected
• System_auto_rejected

How to Create a manual Refund

1. Create new Financial Exception or Edit Existing Exception

• Open Mr D Food Admin ,search and open the order using the DFDNumber, once open select the "Exceptions" tab on an the order.
• If there is no financial exception: Create a new exception by selecting the "Actions" tab and select the "Flag as Exception" option on the drop down proceed to step create exception
• If a Financial exception exists: Select the "fetch" tab and then select "Edit" under the actions column, Proceed to step edit exception

Create Exception

• When creating a manual financial exception select the "Request Type" according to the reason you are providing the customer with a refund.
• Select the "Reason" in the drop-down that fits the request type.
• Provide a description of the issue in the "leave a comment for order # " section.
• Select the "Create and Edit Exception" to complete

Complete Customer Resolution

 1. Navigate to Customer Resolution

• Once you have opened the exception to edit select  "Add/Edit Resolution"  on the Customer Resolution side of the  the "edit Exception" page

2. Complete Customer Resolution

• Notes:Type in any details in "Notes" that are important to understand why the refund is been given
• Refund Customer: Select a partial or full refund
• Refund Amount: Order total amount or partial refund agreed with customer/ Use Food Total for restaurant resolution
• Customer Resolution Status: Will populate automatically

Customer Resolution Type 1: Refund into Customer Bank Account

• If a refund is been processed for an order placed using the OLD Mrd D Food app the refund will be directed to the customers bank account
• Under the “Refund Amount” there will be note stating “Funds will be credited into Bank Account”
• Zendesk Refund tickets must be created for all refunds into customer bank account

Customer Resolution Type 2 : Refund into Customer Credit Wallet

• If a refund is processed on the New Mr D Food app the refund will be directed into the customers credit wallet. Under the “Refund Amount” there will be note stating “Funds will be credited into Credit Wallet”
• When selecting Partial or Full refund the customer resolution will automatically change from Assigned to CS to resolved
• You are not required to create a Zendesk Ticket to notify the customer.

Customer Resolution Type 3 :Complete Payout from Credit Wallet

• Agents must ONLY complete this section If the customer does not want a refund into their credit wallet 
• Agents must still complete the customer resolution section and refund into the wallet
• Select add/Edit Payout in the Payout Section
• Select yes under “initiate payout request” = yes , then when the exception is resolved, the wallet is credited partial/full AND a payout request is initiated on behalf of the customer

Complete Restaurant Resolution

NB - For all scenarios mentioned above, Complete the Restaurant Resolution of the exception. If you are NOT 100% sure what the Restaurant Resolution should be  escalate the order to RS or request assistance from a TL/2IC . Remember: A Driver/Courier Complaint should be logged if the Refund is due to a driver or branch error as per Complaints SOP)

1. Complete Restaurant resolution sections

• Notes: Type in any details in that are important to understand why the restaurant is at fault
• Pay Restaurant:
  • No Payment: If full refund was provided to the customer and the restaurant is at fault
  • Partial Payment: Restaurant must be paid for value of items that customer did not complain or have issue
  • Full Payment: Restaurant not at fault for the issue
• Payment Amount: Insert amount restaurant must be paid
  • Use Food Total amount if No Payment is made
  • Use Food Total when calculating partial refund
• Restaurant Resolution Status: Will populate automatically

Create Zendesk Refund Ticket

How to Create Zendesk Refund Ticket

After completing the refund on admin the next step is to inform the customer and finance that a refund request has been made.

Complete refund ticket on Zendesk for the following types of payments:

• Credit
  • Only if refund is made into the customer bank account
  • Do not create a Zendesk ticket if a refund was made into the customer wallet or payout from the wallet is made.
• Instant EFT
• eBucks
• Cash
  

1. Create a new ticket (top left)

2. Send Customer Refund

Apply Macro

• Search for the “Mr D Food> Refund request>Credit/InstantEFT/ebucks” macro by typing in “refund request” in the “Apply Macro” drop down and select the macro .The Macro should appear in the body of the ticket. or
• Search for the “Mr D Food> Refund request>Cash Order” macro by typing in “cash order” in the “Apply Macro” drop down and select the macro .The Macro should appear in the body of the ticket. 

Complete Body of Email as follows:

• Order Number:
• Amount: R
• Agent Name: insert agent name after kind regards

Complete ticket indexing (left Panel) is as follows:

• Requester: Customer email address
• Form: M D Food Food Service Request
• Assignee: Manual Refunds (will populate automatically)
• Service Request Type*: RF:Credit/Instant EFT / RF:Cash (select from drop down)
• DFD Number*: DFDXXXXX
• Amount*:

Complete by selecting "Submit Ticket as Open".This will assign the ticket to “Food: Manual Refunds” for processing.

3. Leave Internal Note on Admin

• Navigate back to the "General" of the order you are creating a refund for on admin on Admin
• Scroll down on the page, Select "add internal comment" Leave an internal comment on the order on Admin saying “Refund #<Zendeskticket number> + reason” For example “Refund #1234567 - Customer ordered veggie burger but got beef”

How to Respond to Customer Follow ups 

These are calls or emails received from customers once finance has already processed a manual refund.

Credit Orders

 Reassure them by saying

• “The refund has been processed and in most cases it should reflect in 24 hours but in some cases it does take 3 - 5 working days to reflect as according to South African Banking Procedures.”

Check PayGate (in all terminals) to see if the refund was approved, if it failed it will say “Refund Declined”.

In this case let the customer know by saying:

“The refund has been attempted but unfortunately it seems that our attempts have been unsuccessful, the major reason would be because your card on our system doesn’t allow for refunds into the card, I will send you an email now so that you can provide alternative banking details so that we can Manually EFT your funds back or alternate we can issue you with a coupon code to the value of your order”

• In the case that the “Refund Declined” send a new Refund Request Zendesk Ticket “MrD Food - Refund Declined”
• In the case that the refund was approved and it has been more than 5 days, escalate to TL/2IC.

Instant EFT Orders

Reassure them by saying

“The refund has been processed and in most cases it should reflect in 24 hours but in some cases it does take 3 - 5 working days to reflect as according to South African Banking Procedures.”

Escalate to a TL/2IC to check Ipay/Ozoow to see if the refund was approved, if it failed the TL/2IC will let you know.

In this case let the customer know by saying:

“The refund has been attempted but unfortunately it seems that our attempts have been unsuccessful, the major reason would be because your card on our system doesn’t allow for refunds into the card, I will send you an email now so that you can provide alternative banking details so that we can Manually EFT your funds back or alternate we can issue you with a coupon code to the value of your order”

• In the case that the “Refund Declined” send a new Refund Request Zendesk Ticket “MrD Food - Refund Declined”
• In the case that the refund was approved and it has been more than 5 days, escalate to TL/2IC.

eBucks Orders

On Admin by Transactions make sure the Status says “refunded” then say:

“The refund has been processed and in most cases it should reflect in 24 hours but in some cases it does take 3 - 5 working days to reflect as according to South African Banking Procedures.

If your eBucks has not reflected, please contact: [e-mail]”

In the case that the “Refund failed” escalate to Mr D Food Manual Finance team

 Cash Orders

Reassure them by saying:

“The refund has been processed and in most cases it should reflect in 24 hours but in some cases it does take 3 - 5 working days to reflect as according to South African Banking Procedures.”

In the case that it has been 5 or more days, escalate to TL/2IC.

Auto Refunded Orders

	These are calls or emails received from customers for orders that are auto refunded, these include: Failed_restaurant_injection Restaurant_auto_rejected Restaurant_rejected System_auto_rejected
	In cases where customers have contacted Mr D Food to follow up  about a refund related to and automatically refunded order use the relevant Credit card/Instant EFT /eBucks/Cash payment follow up notes to provide feedback

Payment Queries from Customers 

If the customer comes through via a ticket channel or phone call and they are suggesting that they have been double charged for an order, payment went off for an abandoned order, did Mr D Food receive my funds or my refund has not reflected yet then following the below steps:

1	Receive Payment/Deduction query: Your first point of action would be to ask the MOD or 2ic on duty to check if we have received funds using the PayGate or iPay portals.
2	Leadership can not locate payment:  If the leader on duty is unable to locate the funds but the customer has provided proof that the funds were sent then send a ticket through to finance using the following macro:  Macro Name = ‘Unauthorized Deductions & Refunds’  *Ensure that you leave an internal note on the customer ticket suggesting that the matter has been escalated to finance and paste the ticket number as a reference - submit the ticket as ‘On-Hold’.
3	Create new Zendesk Ticket Make sure that a new ticket is created and send off the macro through to finance and fill in the required fields:  Complete Macro Description: Give a brief but accurate description of what the request is about to provide context to the finance team.  DFD: Add the DFD number that the customer has a request for. Customer ID: Add the customers ID to the field  When sending the ticket through to finance, ensure that the DFD is added in the classification section of the ticket ( All other fields will be automatically field in ).  Submit the ticket as ‘Open’.
4	Response from Finance  Once Finance responds to the query make sure that you go back to the original customer ticket and provide the customer with an update.
5	Credit Card Fraud vs Payment Issues  How to identify Credit Card Fraud vs Payment Issues: Payment Issues: Customer was double charged for an order Funds were received for an abandoned order  I have not received my refund  ‘Unauthorized Deductions & Refunds’ = Macro used to escalate the above  Credit Card Fraud: The Customer's card is being used to purchase items that they did not purchase.  The Customer notices Mr D Food purchases on their bank statement that they know they did not make.

Cases of Credit Card Fraud 

This section outlines the steps Leadership and Agents need to take in order to deal with cases of Credit Card Fraud and how to identify Family disputes vs actual Credit Card Fraud.

1	Received Fraud Enquiry Call Script  Greet the Customer  Ensure POPI vetting is done before assisting the Customer Understand what the issue is that the customer is having.  When the Card Holder advises you that it is a matter related to fraud, assure them that the matter will be dealt with accordingly and that you will be suspending the fraudulent account until further notice.  Advise the Card Holder that once the investigation is complete, an individual from Management will be in contact regarding the outcome of the investigation.  Make sure to get alternative contact details from the Card Holder for Management to contact the Card Holder Make sure to ask the Card Holder what the exact amount of funds was used from their card. End Call. Written              - Insert the “Credit Card Fraud” Macro
2	Escalate to Leadership Leave an internal note on the ticket advising the Card Holders contact details and a short description of the fraud case.  Assign the ticket to the Food Management Box  Submit ticket as open Management to proceed with the following steps
3	Locate Fraudulent Profile  Log onto Paygate using the ‘MrdAbsaMoto’ terminal. Go to Reporting and select Search Click More  Add the Card Holders last 4 digits in the Card Number section  Ensure the date is selected for the time period the card was used  Put in the amount of the transaction  Select search
4	Suspend Fraudulent Account  Once the order number has been located on Paygate, suspend the Fraudulent account as ‘Credit Card Fraud'.
5	Escalate to Finance  Once the profile has been deactivated, escalate to Finance by creating a new ticket and apply the “Customer Credit Card Fraud - Blacklisting” Macro and submit as Open. Ensure the relevant fields are filled in i.e Customer ID and Reason for Blacklisting.
6	Investigate Potential Fraudster Compare the Potential Fraudsters details with the Card Holders details in order to understand if this could be a Family Dispute or a Genuine fraud case.  The comparison should be between the Card Holders Surname as well as address versus the Potential Fraudsters Surname and address.  - A Family Dispute can quickly be recognized by the same surnames or the same addresses.
7	Outbound Call to Potential Fraudster  *If contact can not be established with the Potential Fraudster proceed to step 9 Call Script  “Good Morning/Afternoon/Evening, this is [ Name ] calling from Mr D Food - do you perhaps have a few moments to chat about your recent Mr D Food order?” Ensure that you do POPI Vetting before proceeding.  Once POPI vetting has been passed proceed to say: “ Please note that an irregularity has been picked up with regards to ‘DFDxxx’ can you please confirm the name on the card as well as the last 4 digits of the card.  Card Details & Name and Surname correct: Advise the individual that the Card they are using is in another person's name and request permission to share their details with the actual Card Holder.  Card Details & Name and Surname incorrect: Advise the individual that the information they have given does not match with the information on our records. Enquire if they have used another card perhaps, then ask to confirm Name on Card and last 4 digits again. Request permission to share their details with the actual Card Holder.  In a case where the Potential Fraudster gives permission to share their details then proceed to step 8.  In a case where the Potential Fraudster does not give permission to share their details then treat it as Genuine Fraud and proceed to step 9.
8	Provide Feedback to the Card Holder  Give the Card Holder a call back and advise them the name and surname of the Potential Fraudster, if the Card Holder does not know who the individual is then proceed to step 9.  Advise the Card Holder that in future, if a Bank authorization request gets sent to them and it is not them then they should decline the request.
9	Genuine Fraud  Once established that this is a Genuine Fraud case, give the Card Holder a call back and advise them to log a dispute with their bank and their bank will then be in contact with our finance department to have the matter resolved.  Advise the Card Holder that in future, if a Bank authorization request gets sent to them and it is not them then they should decline the request.

Appendix 1

The below Process Diagram applies to:

• Cases of genuine Credit Card Fraud
• Cases of Family Disputes 
• Customer Payment issues