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- Meal Prep / Subscription Box
- Process
- Customer resolution
Customer resolution
A customer issue starts with the exact meal order. Customer Service Rep checks purchased lines, payment position and fulfillment events before recording a request. Finance Manager handles the monetary decision. The original purchase and its subsequent adjustments remain connected so staff can explain both to the customer.
Step by step
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Delivery follow-up Customer Service Rep
Customer Service Rep locates the order and checks its latest fulfillment and operation events. A delivery exception or returned package supplies context for the customer's account.
- Establishes what sold and what happened
- Updates Meal orders, Meal lines, Fulfillment events, Operation receipts
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Refund request Customer Service Rep
Customer Service Rep records the requested amount, reason and order link on a pending refund.
- Records the claim and amount
- Updates Order refunds, Meal orders
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Refund approval Finance Manager
Finance Manager approves a pending request only after checking the authorized approver and the order's remaining refundable balance.
- Binds a money decision to an authorized approver
- Updates Order refunds, Meal orders, Users
ApprovalA person approves before the work moves on. -
Refund settlement Finance Manager
Finance Manager follows the processing result and reconciles the refund record with the order's refunded amount. Customer Service Rep communicates the actual result.
- Checks the outcome against the original payment
- Updates Order refunds, Meal orders, Payment evidence
Who does what
Roles and permissions- Customer Service Rep
- Investigates and communicates.
- Finance Manager
- Approves the refund and checks settlement.
- Merchant Owner
- Sets the policy for exceptions.
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