Payment Refund & Follow Up
Depending on the user's request, you may want to send an email to an internal staff member for verification. So, according to what kind of return/refund they want and why they want it, especially if it is on a large order, a representative
may want to call and verify the request with the customer. After the phone call is over, they should add it to the record accordingly. Or if the issue does not get resolved, connect them to the right person.
Once the customer's request gets verified, you may be required to issue a payment refund. However, it is possible that the customer does not want a refund for the entire order, just an item or two. In that case, a partial payment refund
needs to be made. Therefore, it is important to ensure your international eCommerce platform can issue payment refunds for portions of each order.
Now, there are a lot of logistical aspects that can improve customer retention, even if all they want to do is complete a return. For instance, is it easy for the customers to get a replacement after they return an item? Is the return
process automated as well?
Even after the refund process is complete, you must follow up and confirm the satisfaction of the customer. If they have a pleasant experience with your service, they are more likely to come back.