Travel refunds SOP checklist
Tired of losing revenues and risking your reputation when dissatisfied customers wait for their refunds way too long? This checklist will help you resolve 90% of requests within 7 business days and keep the "Where's my refund?" tickets under 5%.
What's inside the refunds SOP checklist:
- A full checklist with responsible parties, required actions, and SLA targets for every step of the refund request.
- Specific visualized timelines to track every refund request status and never miss a deadline.
- A simple escalation process in case of a missed SLA, and the red flags to notice in every refund ticket.
- Daily metrics to track to ensure your refunds don’t hinder ROIs and customer trust.
At-a-glance understanding
No more confusion or 2-week approval cycles. Each employee knows their designated actions, goals, and deadlines. This eliminates decision paralysis and helps you act on requests faster and more accurately.
Increased customer satisfaction
There’s nothing worse for travelers than uncertainty. This translates to negative reviews and lost trust - but with this checklist, every refund procedure you perform will be standardized and correspond with the situation, keeping the customer at ease.
Customizable
If you have any specific procedures or extra steps, you can fully customize this SOP, keeping the main elements as average industry baselines, while fully adhering to the uniqueness of your service.
Meaningful improvement
Keeping a convenient reminder of the metrics to track helps your staff monitor the success of your refund procedures and ensures that you pave your way to improving your service at all times.
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