Returns and refunds in practice

Skills you'll practise

• Check a return against each condition of a returns policy (window, condition, proof, exclusions)
• Calculate a refund including any restocking fee the policy sets
• Complete a return authorization that matches the order record
• Choose the correct action when a returned item doesn't match what was shipped
• Explain a refusal and offer the alternatives the policy allows

Course outline

1. 1.Returns and refunds without mistakesVideo · 3 min
2. 2.Reading a returns policyLesson · 15 min
3. 3.Processing a return step by stepLesson · 15 min
4. 4.Disputes, discrepancies and saying noLesson · 14 min
5. 5.Returns and refunds in practice: knowledge checkKnowledge check · 16 questions
6. 6.Returns and refunds in practice: practical exerciseKnowledge check · 1 question
7. 7.A refund request on day 41Scenario
8. 8.Final exam7 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General returns and refunds handling practice (eligibility checks, return authorizations, inspection, refunds to the original payment method)
• General customer-service and support practice (listening, de-escalation, ownership)