Refund review

Status: skeleton. Needs to be finalized with current thresholds and decision rules.

1. Purpose

Decide whether to issue a refund, partial refund, or deny, consistently across customers and CS agents.

2. Scope

Applies to all refund requests from retail customers (Shopify / Amazon / eBay). B2B credits follow a different process — see B2B settlement.

3. Owner

Ray (final approval authority on exceptions)

4. Prerequisites

• Original order in OMS
• Customer’s stated reason for refund
• Evidence if available (screenshot of error, etc.)

5. Steps

Auto-approve categories (CS agent decides alone)

• Order within 24 hours of purchase AND eSIM not yet installed
• Country coverage mismatch where G-Starlink listing was ambiguous
• Double-charged transactions

Needs Ray’s approval

• Orders older than 24 hours
• eSIM already installed (may have been used)
• Chargebacks and platform disputes
• Refund request >$50 USD equivalent
• Suspected fraud pattern

Decision rules

• Issue full refund when the failure was ours (wrong product listed, supplier outage, etc.)
• Issue partial refund (proportional unused days) when product worked initially but failed partway
• Deny when product worked as described, customer’s usage/satisfaction dispute

6. Exception handling

• Customer opens a chargeback → Ray handles directly, CS agent stops the back-and-forth
• Customer threatens review bomb / social media → escalate to Ray within 1 hour regardless of refund amount

7. Acceptance criteria

• Refund processed in the original payment system
• Decision and reason logged in OMS order notes
• Customer notified in the same channel they requested via

8. Related resources

• eSIM activation failure SOP
• Refund policy page on Shopify: gstarlink.com/policies/refund-policy

9. Change log