Page 28 - Sales and Operations Handbook for Managers.pdf

When confirmed, Accounting will issue a check in the

name of the customer. The DSM will receive the check

sent from accounting and send it to the customer. If the

original payment was in the form of a credit card, then

DSM will issue the refund in the same method.

DSM should follow up with the customer to ensure the

refund was received. If the transaction occurred through

Gplex, then DSM can go to Authorize.net to issue the

refund. DSM must get involved with any upset customer to

keep the situation from escalating or determine if it is a
situation that can save the sale, or the transaction.