What steps should be taken if a customer requests a refund on an eligible item?

• A. Verify eligibility per policy, process the refund or remake, and document the interaction.
• B. Refuse the refund
• C. Only offer a replacement
• D. Take the item and do nothing

Answer: (A)

Following the policy when handling refunds is essential. Start by verifying eligibility per policy, which means checking that the item qualifies, the purchase is within the allowed time frame, and all required proof is present. If it meets the criteria, process the refund or offer a remake as allowed by the policy, and document the interaction in the system so there is a clear record of what happened. This documentation helps protect both the customer and the business by ensuring consistency and accountability.

Refusing a refund when eligibility exists, or offering only a replacement without following the full process, or taking no action, would not align with standard procedures and can damage trust and create unnecessary friction. The best practice is to confirm eligibility, then implement the approved resolution and record the transaction.