Refunds go wrong when each agent has a private method. Some pay without approval, some miss the duplicate check, and nobody can say later why a customer was paid. This procedure sets out the one right way: who is eligible, who may approve each amount, the steps in order, the systems used and the messages sent to customers.

The sample is for Brindlewick Manufacturing, a maker of kitchen equipment, and covers the 30-day purchase window, approval bands up to $250 and above, a duplicate check and the message templates. Every name, amount, system and figure is fictional. Replace the limits and steps with your own after watching the task done, and have two new starters test it before you publish.