Refund Processing

Refund Processing

Follow these steps when processing a refund request.

Step 1: Verify eligibility

1. Retrieve the order using get_order with the order ID.
2. Read refund policy to determine eligibility based on the order's delivery date and item condition.
3. Check if any items fall under non-refundable categories listed in the policy.

Step 2: Calculate refund amount

1. Read refund calculations for the formulas and rules for full refunds, partial refunds, and defective item refunds.
2. Apply the correct calculation based on the eligibility determined in Step 1.

Step 3: Process the refund

1. Call create_refund with the order ID, refund amount, and reason.
2. Call update_order_status to set the order status to refund_pending.
3. Read refund policy for the expected processing timeline by payment method.
4. Summarize the refund to the support agent: order ID, refund amount, method, and expected timeline.
5. If the support agent asks for a customer email draft, use the refund email template and fill in the placeholders.

Edge cases

For gift orders, subscriptions, or multiple-item refunds, consult refund policy for the specific rules before proceeding.