If a customer requests a refund, first identify the relevant order and payment record. Explain the refund process clearly and avoid promising a result or timeline that has not been confirmed.
Review the request
Confirm the product, order reference, payment reference and reason for the request. Apply the creator's published refund policy and any applicable legal requirements.
Check Razorpay
Use the creator's Razorpay Dashboard and the available refund process for the relevant transaction. Follow Razorpay's current instructions.
Communicate with the customer
Tell the customer the request is being reviewed and provide updates based on verified information. Do not claim a refund has been completed until the payment record confirms it.
CloverLoop support
Contact CloverLoop if the issue concerns the storefront, order record or platform display. Contact Razorpay for payment processing or refund ledger issues.