Refunds & cancellations

5 open · your limit: single-click refunds to $500 · above that needs 4-eyes (Finance)

APX-2026-08419 — pre-dispatch cancel

window closes 8:33pm · 35 min

C. Murray (Silver, 14 orders, 0 prior cancels) · reason: ordered by mistake · $160.00 Visa •••• 4242 · stock reserved at MEL-DC

Needs you

Approve cancel — auto-refund $160.00 (3–5 days), release stock instantly, reverse $8 pending rewards, email + SMS confirm

Offer swap instead — size/colour change keeps the order alive; customer sees it as one tap in their cancel flow

Decline (window passed) — only after 8:33pm; converts to free return path with prepaid QR — never decline inside the window

Case	Customer	Amount	Type	Waiting on	SLA
RET-2026-01187 linen bedding · QC tomorrow noon	C. Murray	$249.00	QC refund	hub scan → auto-issues, no human needed	auto	View
RET-2026-00987-D1 watch QC decline · customer appeal + 3 photos	M. Beasley	$399.00	Dispute	senior reviewer (not QC-114) · photos look strong	due 12 Sep	Review
APX-2026-08022-P1 Hydro bottle seal leak #2 · keep-the-item partial	T. Tran	$44.95	Partial	your click — batch QC flag already open on supplier	in limit
PM-1188 price-match vs AU retailer · within 7-day policy	K. Alderton	$20.00	Partial	evidence verified ✓ · difference refund	in limit
RET-2026-01190 sneakers worn outdoors · outside change-of-mind, inside ACL fault?	D. Wu	$89.95	ACL check	fault claim — sole separation photo · likely ACL yes	due 13 Sep	Open

Pre-dispatch cancels: always approve inside window — no exceptions, no retention scripts

ACL fault claims override change-of-mind rules — when in doubt, side with the consumer

>$500 single refunds and all chargeback responses need Finance co-sign (Phase 14 workflow)