How do you write a step-by-step procedure for handling angry customers and issuing refunds?

Write the SOP in two parts: de-escalation steps (acknowledge, empathize, clarify the issue, offer a resolution) and refund processing steps (verify eligibility, select refund method, process in the system, confirm with the customer). Include specific language templates for each de-escalation step and screenshot-based instructions for the refund workflow in your ticketing and payment systems.

Part 1: De-escalation steps

Step	Action	Example Language
1. Acknowledge	Confirm you understand the issue	"I can see what happened with your order, and I understand your frustration."
2. Apologize	Take responsibility without blame	"I'm sorry for the experience you've had."
3. Clarify	Confirm the specific issue and desired outcome	"To make sure I help you correctly — you received the wrong item and would like a refund?"
4. Offer resolution	Present options within your authority	"I can issue a full refund or send the correct item with expedited shipping. Which would you prefer?"
5. Confirm	Repeat the resolution and set expectations	"I've processed your refund of $X. It will appear in 3-5 business days."

Part 2: Refund processing

Step	Action
1	Open the order in your order management system
2	Verify refund eligibility (return window, item condition)
3	Select refund method (original payment or store credit)
4	Process the refund in the system
5	Send confirmation email with refund details
6	Tag the ticket with reason code for tracking

How do you create this SOP?

Record the refund processing workflow in your ticketing system using Glyde. Add the de-escalation language templates as text notes between the captured steps. The finished SOP combines the soft skills (what to say) with the hard skills (what to click).

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This answer is part of our guide to SOPs by role and use case.