# Refund processing SOP template ## How to use this template - Fields written as `[fill in: ...]` are blanks — replace each one with the value for your process. - Lines starting with `>` are guidance, not part of the SOP — delete them once you've filled in the real content. - Recording this process in Ledgerium generates a filled-in version of this SOP automatically. ## Document control - Process owner: [fill in: process owner] - Version: [fill in: version] - Effective date: [fill in: effective date] - Last reviewed: [fill in: last reviewed date] - Approved by: [fill in: approver name or title] ## Applies to / Use when > Who uses it: Support and finance staff who process refunds, the approver who signs off above a threshold, and the finance lead who owns refund policy. Auditors reference it when testing revenue controls. > When to use it: Use it when onboarding support or finance staff, standardizing how refunds are approved across the team, or documenting a revenue control for an audit. - Applies to: [fill in: who this applies to in your organization] - Use when: [fill in: when your team should follow this procedure] ## Purpose > Why the procedure exists and the revenue control it enforces over refunds. [fill in: purpose details] ## Scope > Which refund types and channels the procedure covers, and what is out of scope. [fill in: scope details] ## Roles > Who requests, who checks eligibility, who approves by amount, and who issues the refund. [fill in: roles details] ## Procedure > The ordered steps from customer request to a reconciled refund. [fill in: procedure details] ## Exceptions > How to handle ineligible requests, partial refunds, and chargebacks. [fill in: exceptions details] ## Records > What evidence of eligibility and approval is kept, and where, for audit. [fill in: records details] ## Worked example — steps from a real recording > Example steps from a real recording — replace with your own. 1. **Receive the refund request** — Log the request with the order number and reason. 2. **Check eligibility** — Confirm the order and reason meet the refund policy. 3. **Route for approval** — Send to the correct approver based on the refund amount. 4. **Issue the refund** — Process the refund to the original payment method. 5. **Reconcile and record** — Match the refund to the order and log the approval. 6. [fill in: step] 7. [fill in: step] ## Review checklist — common mistakes to avoid - [ ] Leaving the eligibility rules out, so refunds are judged inconsistently - [ ] Issuing refunds without an approval step above a threshold - [ ] Not reconciling the refund back to the original order ## Limitations of this template A template is a starting structure. Your real eligibility rules and approval thresholds are captured best by recording an actual refund rather than filling in a blank outline. --- Template: https://ledgerium.ai/sop-templates/refund-processing · Generated automatically from a real recording, or fill in by hand. Template last updated: July 2026 From Ledgerium recordings: A generated refund SOP captures the eligibility check and the approval routing by amount from a real recording, and times each step, so it shows where refunds wait — usually in approval — not just that money was returned. See the full recorded workflow: https://ledgerium.ai/workflow-library/refund-processing-workflow