Handle a customer refund complaint

Check the rules, decide fairly and reply in writing, in line with the Consumer Rights Act.

1. Log the complaint and the order or receipt
2. Check when it was bought. Most people forget this: In the first 30 days a faulty item gets a full refund, and staff often offer a repair instead
3. Check the item or photos of the fault
4. Choose refund, repair or replacement
5. Approve anything outside policy (Customer service manager signs off)
6. Reply in writing with the decision
7. Log the cause so buying can see repeat faults

All recipes