Handling Refunds and Compensation
Article Type: Internal Process
Audience: Support Agents
Visibility: Internal Only
Category: Billing & Finance
Section: Refunds
Overview
Use this article when a customer contacts support about:
- Requesting a refund for a defective or incorrect product
- Requesting a refund for a duplicate order
- Requesting compensation or a discount due to quality issues
- Unsatisfactory print quality, wrong colours, or product not matching the order
This article helps agents to:
- Assess refund eligibility correctly
- Know which documentation is required before approving
- Understand what compensation options exist
- Know when to escalate vs. resolve directly
Refund Eligibility
Refunds or compensation may be issued when:
- The product received does not match the approved proof
- There is a manufacturing defect (scratches, print errors, wrong material)
- The customer received the wrong order entirely
- A duplicate order was charged in error
Refunds are not automatically issued for:
- Customer-approved proofs with errors the customer made
- Change of mind after production has started
- Minor colour variations within normal production tolerance
Required Information from Customer
Before processing a refund or compensation request, collect:
- Order number
- Clear photos of the issue (defect, wrong product, packaging damage)
- Description of how the product differs from what was ordered
Resolution Options
| Issue | Preferred Resolution |
|---|---|
| Manufacturing defect | Reprint at no charge (preferred) or refund |
| Wrong product delivered | Reprint correct order immediately + collect wrong item if needed |
| Quality below standard | Partial refund or discount on reorder |
| Duplicate charge | Full refund of duplicate amount |
| Customer changed specs after proof approval | No refund, offer discounted reorder |
Process for Approving a Refund
- Collect photos and order details
- Confirm the issue is on Signomatic's side (not customer error)
- Offer reprint as first option — this is faster and preferred
- If customer declines reprint and insists on refund, escalate to Finance (Refunds section) with documentation
- Do not promise a specific refund amount without finance confirmation
Internal Note Example:
Customer reports defective print on order #[ORDER] — incorrect colour applied. Photos received and attached. Offered reprint, customer accepted. Reprint order to be created. No financial action needed.
Internal Note Example (Escalation):
Customer has declined reprint for order #[ORDER]. Defect confirmed via photos. Customer requesting full refund of [amount]. Escalating to finance with documentation.
Discount Codes as Compensation
In cases of minor quality issues where a reprint is not warranted, a discount code for a future order may be offered. Check with your team lead for the current approved discount level before offering this.