Refund policy

SOP Re: Customer Return/Refund

I. Purpose

The purpose of this SOP is to establish a clear and structured process for handling customer returns and refunds to ensure customer satisfaction while minimizing losses. This procedure applies to all transactions processed through Shopee, Lazada, and TikTok.

II. Scope

This SOP covers all return and refund requests initiated by customers due to various concerns, including but not limited to defective products, incorrect items received, or order cancellations.

III. Rules and Guidelines

Eligibility for Returns and Refunds
  • Wrong item received
  • Damaged or defective item upon receipt
  • Incomplete order (missing items)
  • Item does not match product description
  • Incorrect size/measurement received
  • Non-receipt of order (verified lost by courier)
  • Wrong checkout by customer

Requests for return/refund due to change of mind will only be accepted if permitted by the platform’s policy. The request must be made within the allowable period stated by the selling platform.

Return and Refund Process
  1. Step 1: Customer Initiates Request

    The customer submits a return/refund request via the platform’s resolution center or through direct communication. A customer reference number is generated and provided for tracking purposes.

  2. Step 2: Case Evaluation

    Customer service verifies the issue by requesting proof (photos, videos), or by checking order details/history. If platform-related (e.g., logistics delay), the customer is advised to follow platform-specific dispute resolution procedures.

  3. Step 3: Approval or Rejection

    The request is reviewed based on evidence and policy. Approved cases may result in:

    • Replacement process (if applicable)
    • Partial refund (if customer keeps the item)
    • Full refund (if item is unusable or lost)

    If rejected, the customer is informed with valid reasons and possible alternative solutions (e.g., discount vouchers).

  4. Step 4: Return Logistics

    If required, a return shipping label or instructions are provided. Policy for fees:

    • Company shouldered: Defective or wrong item.
    • Customer shouldered: Change of mind or customer-caused issue.
  5. Step 5: Inspection and Processing

    Returned items are inspected. If valid, the finance team processes the refund or a replacement order is prepared. Invalid claims may void the refund request.

  6. Step 6: Refund Issuance

    Refunds are processed within platform timeframes:

    • Wallet Refund (GCash): 1–2 business days
    • Bank Refund: 5–7 business days
    • Platform-managed: Follows platform policy
Non-Eligible Items
  • Customized or made-to-order items (unless defective)
  • Items damaged due to misuse or mishandling
  • Orders outside the return/refund period
  • Items without proper proof of defect/issue
Escalation Process

Disputed cases are escalated to a supervisor. If unresolved, the platform’s resolution team will arbitrate. Fraudulent claims will be reported and may result in restrictions on future purchases.

Data Recording and Reporting

All cases must be logged in the Customer Cases Reference Sheet (CCRS). Weekly reports are generated to track trends and improve processes.

IV. Implementation and Monitoring

Admins and staff are responsible for handling requests and ensuring compliance. The finance department ensures timely refunds. Supervisors conduct audits. Violations must be reported immediately for corrective action.

V. Review and Revisions

This SOP will be reviewed periodically to align with platform policies and business needs. Any updates will be communicated to relevant personnel.