The Scenario
A hardware retailer allows agents to refund up to R500 immediately. Anything over R500 requires a manager's approval in Jira, and anything over R5,000 requires the item to be inspected by the warehouse first. The current process is undocumented and causing month-end accounting nightmares.
The Brief
Write a comprehensive SOP for the high-value refund process, covering the agent, the manager, and the warehouse roles.
Deliverables
- A flowchart description or step-by-step breakdown of the routing logic (R0-R500 vs R501-R5000 vs R5000+)
- Specific instructions for what the agent must include in the Jira approval ticket
- The SLA for manager approval and warehouse inspection
- The exact final step required to close the loop with the customer
Submission Guidance
This SOP spans multiple departments. It must be clear who owns the ticket at each stage so the customer doesn't fall into a black hole while waiting for the warehouse.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.