Process approved refunds
Execute a separately authorized refund against the correct payer, transaction, method, amount, and reason, then reconcile financial and member records.
| Field | Value |
|---|---|
| Business area | finance |
| Primary role | finance-billing-administrator |
| Frequency | event-driven |
| Privacy sensitivity | high |
| Security sensitivity | high |
| Compliance review | needed |
Trigger and handoff
Trigger: An authorized refund decision and sufficient transaction evidence are received.
Inputs
- Approved refund decision
- Original transaction and payer
- Method and accounting treatment
Outputs
- Processed refund or controlled failure
- Member confirmation
- Reconciled ledger and invoice status
Current manual methods
- Payment dashboard action
- Finance email approval
- Separate credit note
Human judgment and approvals
-
Validate evidence
-
authorization
-
and unusual destination requests
-
Investigate processor failures or partial-settlement context
-
Approval: Authorized person approves refund; separate operator executes and reviewer reconciles where required
Failure modes
- Refund goes to wrong transaction or amount
- Payment action is not reflected in ledger
Success metrics
- Refunds match approval and original payment evidence
- Processor
- invoice
- and ledger records reconcile