Free flowchart template · Ecommerce
A refund eligibility flowchart shows customer service how to answer a refund request the same way every time. It asks whether the order can be found, whether the item is faulty, whether it's inside the returns window and in resaleable condition, and whether a manager must approve, then ends in a refund, an exchange or credit, or a clear no.
Updated November 2026 · Opens in Wikidoc as a process map · Free to use, don’t resell
The template opens as a process map, laid out with its lanes, steps and decisions, ready to edit.
Rename the lanes to your team’s roles, change the questions to match your rules, and add or remove steps.
Attach your SOPs and checklists to the steps, so whoever does the work can open the instructions from the map.
This works on the Free plan: up to 10 process maps from templates, free forever.
For ecommerce:How Wikidoc works for ecommerce and online storesFounder-led businessesHigh-turnover teams
Procedure
1Receive the request
2Check eligibility
3Issue the return
SOP
Handle each return from request to refund and restock.
PDF · Word
Procedure
1Get the details
2Check the tracking
3Replace or refund
SOP
Help the customer, then claim from the courier.
PDF · Word
Before day 1Week 1Limits and escalation
Sign the contract and a confidentiality agreement covering customer data
Create their own logins for the help desk, store admin and chat, with only the access the role needs
Set up two-step verification on every account
Onboarding checklist
Access, products, tone and escalation for new support hires.
PDF · Word · CSV
Prepare
Pick a time with no picking or receiving, or pause stock movements
Put away all received stock and returns
Print or load the count sheets by location
Checklist
Count, recount and adjust stock so the system matches the shelf.
PDF · Word · CSV
Morning
Check new orders and any stuck in processing
Check payments and review orders flagged for fraud
Check low stock alerts and reorder
Checklist
Orders, payments, stock, messages and dispatch every day.
PDF · Word · CSV
Procedure
1Hold flagged orders
2Look at the warning signs
3Verify the customer
SOP
Check, verify and decide on risky orders before they ship.
PDF · Word
A diagram of the questions that decide whether a customer gets a refund, such as whether the item is faulty and whether it's inside the returns window, and what happens after each answer.
Yes. It opens in Wikidoc as a normal process map, so you can rename, add or remove any step, decision or lane to fit your returns policy.
It follows common practice and treats faulty items separately, because customers usually have rights for them beyond a store's policy. Rules differ by country, so check it against the consumer law where you sell.
Yes. It opens in Wikidoc on the Free plan, which includes up to 10 process maps from templates, free forever.
The operations management platform for SMEs that turns the way they work into a documented, repeatable, and teachable system.
