Process Documentation Video Outline

# [Process Name] Documentation Video

## Process Overview
Process name: [Name]
Purpose: [What this process accomplishes]
Owner: [Who is responsible]
Last updated: [Date]

## When to Use This Process
Use this process when:
- [Trigger condition 1]
- [Trigger condition 2]
- [Trigger condition 3]

## Roles & Responsibilities
- [Role 1]: [What they do in this process]
- [Role 2]: [What they do in this process]
- [Role 3]: [What they do in this process]

## Prerequisites
Before starting, ensure:
- [Prerequisite 1]
- [Prerequisite 2]
- [Prerequisite 3]

## Process Steps

### Step 1: [Action Name]
Who: [Responsible role]
Action: [What to do]
System: [Tool/system used]
Output: [Expected result]
Time: [How long this takes]

### Step 2: [Action Name]
Who: [Responsible role]
Action: [What to do]
System: [Tool/system used]
Output: [Expected result]
Time: [How long this takes]

### Step 3: [Action Name]
Who: [Responsible role]
Action: [What to do]
System: [Tool/system used]
Output: [Expected result]
Time: [How long this takes]

### Step 4: [Action Name]
Who: [Responsible role]
Action: [What to do]
System: [Tool/system used]
Output: [Expected result]
Time: [How long this takes]

## Decision Points
If [condition], then [action A], else [action B].
If [condition], then [action A], else [action B].

## Exception Handling
Exception: [What could go wrong]
Resolution: [How to handle it]
Escalation: [When to escalate and to whom]

## Quality Checkpoints
- [ ] [Quality check 1]
- [ ] [Quality check 2]
- [ ] [Quality check 3]

## Metrics & KPIs
- [Metric 1]: [Target]
- [Metric 2]: [Target]

## Related Processes
- [Related process 1]: [How it connects]
- [Related process 2]: [How it connects]

## Document History
Version: [Version number]
Changes: [Summary of recent changes]

Filled Example: Customer Refund Process

# Customer Refund Request Documentation Video

## Process Overview
Process name: Customer Refund Request Processing
Purpose: Ensure consistent, timely handling of customer refund requests while minimizing fraud
Owner: Customer Service Manager
Last updated: January 2025

## When to Use This Process
Use this process when:
- Customer requests a refund for any product
- Order was delivered damaged or incorrect
- Customer is within the 30-day return window

## Roles & Responsibilities
- Customer Service Rep: Receives request, verifies eligibility, initiates refund
- Team Lead: Approves refunds over $100, handles escalations
- Finance Team: Processes approved refunds, reconciles accounts

## Prerequisites
Before starting, ensure:
- Customer account information is accessible
- Order history is available in the CRM
- Refund policy documentation is current

## Process Steps

### Step 1: Receive and Log Request
Who: Customer Service Rep
Action: Document the refund request with order number, reason, and customer contact info
System: Zendesk ticket system
Output: Ticket created with "Refund Request" tag
Time: 5 minutes

### Step 2: Verify Eligibility
Who: Customer Service Rep
Action: Check order date, return window, product condition, and purchase history
System: CRM and Order Management System
Output: Eligibility determination documented in ticket
Time: 10 minutes

### Step 3: Approve or Escalate
Who: Customer Service Rep (under $100) or Team Lead (over $100)
Action: Review case and approve, deny, or request additional information
System: Zendesk approval workflow
Output: Approved/Denied status with reason
Time: 5-15 minutes

### Step 4: Process Refund
Who: Finance Team
Action: Issue refund to original payment method
System: Payment processing system (Stripe)
Output: Refund confirmation number
Time: 1-3 business days

## Decision Points
If refund amount is under $100, then CSR can approve directly, else escalate to Team Lead.
If customer has 3+ refunds in 90 days, then flag for fraud review, else process normally.

## Exception Handling
Exception: Customer outside return window
Resolution: Offer store credit instead of refund, or escalate to Team Lead for case-by-case review
Escalation: Customer refuses store credit and demands refund → escalate to Customer Service Manager

## Quality Checkpoints
- [ ] Order number verified in system
- [ ] Customer identity confirmed
- [ ] Refund amount matches original charge
- [ ] Proper approval obtained for amount

## Metrics & KPIs
- Average refund processing time: Under 48 hours
- First-contact resolution rate: Above 85%
- Refund accuracy rate: 99%+

## Related Processes
- Return Merchandise Authorization (RMA): Physical product return handling
- Fraud Investigation: Triggered when refund patterns indicate potential abuse
- Customer Feedback Loop: Post-refund survey process

## Document History
Version: 2.3
Changes: Added fraud flag requirement for multiple refunds, updated approval threshold from $50 to $100