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Purpose

Make sure every refund request is checked against the refund policy and handled the same way, whoever picks up the ticket.

Scope

Applies to support agents handling refund requests for orders paid by card. Chargebacks and disputes follow the disputes SOP.

Roles and responsibilities

• Support agent: checks eligibility, issues refunds within their limit, replies to the customer.
• Support lead: approves refunds above the agent limit.

Procedure

1. 1Open the ticket and find the order number. If it is missing, ask the customer for it before going further.
2. 2Look up the order in the billing system and note the purchase date and amount.
3. 3Check the request against the refund policy: time since purchase, product type and any earlier refunds on the account.
4. 4If the request is not eligible, reply with the saved "refund not eligible" macro and explain which rule applies. Close the ticket.
5. 5If the amount is within your limit, issue the refund in the billing system and select the matching refund reason.
6. 6If the amount is above your limit, tag the ticket "refund approval" and assign it to the support lead.
7. 7Reply to the customer with the refund amount and how long it takes to reach their account.
8. 8Add an internal note with the refund ID, then set the ticket to solved.

Expected result

The refund appears in the billing system, the customer has a confirmation, and the ticket has the refund ID in a note.

Exceptions and escalation

• Customer disputes the policy decision: assign to the support lead.
• Order not found in billing: escalate to the billing team channel.

Purpose

Make sure every new hire has working accounts, equipment and a clear first week on day one.

Scope

Applies to all full-time and part-time hires. Contractors follow the contractor access SOP.

Roles and responsibilities

• People ops: starts the process, owns the checklist.
• IT: creates accounts and prepares the laptop.
• Hiring manager: plans the first week and picks an onboarding buddy.

Procedure

1. 1When the offer is signed, create the employee record in the HR system with start date, role and manager.
2. 2Open an IT request for accounts and equipment at least five working days before the start date.
3. 3IT creates the email account and adds the person to the groups listed for their role.
4. 4IT prepares the laptop, installs the standard software and records the asset number.
5. 5The hiring manager adds the first-week plan and the buddy's name to the onboarding checklist.
6. 6Send the welcome email with start time, location or video link, and who to ask for on arrival.
7. 7On the day before the start date, check every item on the checklist is marked done.

Expected result

The new hire can sign in to email and core tools on day one, has their equipment, and knows their plan for the week.

Exceptions and escalation

• Start date moves: update the HR record and the IT request on the same day.
• Equipment will not arrive in time: IT issues a loaner laptop and notes it on the checklist.

Purpose

Produce the monthly report from the same sources, in the same format, by the same date every month.

Scope

Covers the monthly report shared with leadership. Quarterly board reporting follows a separate SOP.

Roles and responsibilities

• Report owner: pulls the data, builds the report, sends it.
• Reviewer: checks the numbers before the report goes out.

Procedure

1. 1On the third working day of the month, confirm last month is closed in the accounting system.
2. 2Export the revenue, cost and headcount figures for last month using the saved report filters.
3. 3Paste each export into its tab in the reporting workbook. Do not change the formulas.
4. 4Check the totals on the summary tab match the source exports. Note any difference over 1%.
5. 5Write three to five sentences on what changed against the previous month and why.
6. 6Send the workbook to the reviewer and wait for sign-off.
7. 7Save the final version to the shared reports folder using the file name format YYYY-MM report.
8. 8Share the link with the leadership list.

Expected result

A reviewed report is in the shared folder and with leadership by the fifth working day.

Exceptions and escalation

• Month not closed by day three: tell the reviewer and agree a new send date.
• Totals do not match the sources: do not send. Raise it with the finance lead.