Free SOP Template

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Blank template Filled exampleCustomer Refund SOP

1.Title Block & Document Control

SOP Title	{{SOP Title}}
SOP ID	{{SOP ID}}
Version	{{Version}}
Effective Date	{{Effective Date}}
Review Date	{{Review Date}}
Document Owner	{{Document Owner}}
Approver	{{Approver}}

Keep this block on page one so anyone can audit the document at a glance. Set a Review Date 6–12 months out and assign a single Document Owner who is accountable for keeping it current.

2.Purpose

State in one or two sentences why this procedure exists and what result it delivers when followed correctly.

Write the “why”, not the steps. Example: “This SOP ensures every customer refund is processed accurately, within policy, and within two business days.”

3.Scope

Define which teams, locations, systems, and situations this SOP applies to — and explicitly note what it does not cover.

Naming the boundaries prevents the procedure from being applied to the wrong cases. List any exclusions on their own line.

4.Definitions & Abbreviations

Term	Definition
{{Term}}	{{Plain-language definition}}
{{Abbreviation}}	{{What it stands for}}

Only define terms that could be misread by someone new to the process. If there are none, keep this section and write “None” — auditors expect it to exist.

5.Roles & Responsibilities

Role	Responsibility
{{Role}}	{{What this role is accountable for in this procedure}}
{{Role}}	{{What this role is accountable for in this procedure}}

Assign responsibilities to roles, not named individuals, so the SOP survives staff changes. Keep each role to one or two lines.

6.Prerequisites, Materials & Equipment

{{Access or permission required before starting}}
{{Tool, system, or login needed}}
{{Material or document that must be on hand}}

List everything that must be ready before step one. A short checklist here prevents half-finished runs.

7.Safety & Compliance

Note any safety precautions and the regulations or internal policies this procedure must comply with.

If this procedure has no safety or compliance angle, keep the section and write “N/A”. Reference the specific policy or regulation by name where one applies.

8.Procedure (Step-by-Step)

Step	Action	Owner	Expected Result
1	{{Start with a verb — one action per step}}	{{Role}}	{{What “done right” looks like}}
2	{{Next action}}	{{Role}}	{{Expected result}}
3	{{Next action}}	{{Role}}	{{Expected result}}

Aim for roughly 5–15 numbered steps. Begin each with a verb, keep it to one action, and make the Expected Result observable so anyone can confirm the step is complete.

9.Quality Checks & Acceptance Criteria

{{Measurable check that confirms the work was done correctly}}
{{Second acceptance criterion}}

Write 2–4 checks that are measurable — a reviewer should be able to answer each with a clear yes or no.

10.Troubleshooting & Exceptions

Failure scenario	What to do	Escalate to
{{Common thing that goes wrong}}	{{Corrective action}}	{{Role / contact}}
{{Edge case}}	{{How to handle it}}	{{Role / contact}}

Capture the failures you have actually seen. Naming the escalation point keeps exceptions from stalling.

11.Related Documents & References

{{Form, checklist, or policy this SOP relies on}}
{{Upstream or downstream SOP}}

Link the forms, policies, and adjacent SOPs a reader will need next.

12.Revision History

Version	Date	Author	Summary of change
1.0	{{Effective Date}}	{{Document Owner}}	Initial release
{{Version}}	{{Date}}	{{Author}}	{{What changed}}

Update this table every time the SOP changes. The v1.0 row is pre-filled as an example.

13.Approval

Document Owner Name Signature Date

Approver Name Signature Date

Both sign-offs confirm the procedure is accurate and authorised for use.

A worked example for a small retail / e-commerce business — the same 13 sections, filled in.

1.Title Block & Document Control

SOP Title	Customer Refund Processing
SOP ID	FIN-004
Version	1.0
Effective Date	June 1, 2026
Review Date	June 1, 2027
Document Owner	Head of Customer Support
Approver	Finance Manager

2.Purpose

This SOP ensures every customer refund is processed accurately, within our published policy, and within two business days — so customers are treated fairly and our books stay reconciled.

3.Scope

Applies to all refund requests for online and in-store orders handled by the Customer Support and Finance teams. It does not cover chargebacks raised directly through the card network (see FIN-007) or wholesale/B2B credit notes.

4.Definitions & Abbreviations

Term	Definition
RMA	Return Merchandise Authorization — the number issued before a product is sent back
Goodwill refund	A refund issued outside policy to retain a customer, requiring manager approval

5.Roles & Responsibilities

Role	Responsibility
Support Agent	Verifies the request, checks eligibility, and issues refunds up to $200
Support Lead	Approves refunds of $200–$1,000 and all goodwill refunds
Finance	Reconciles refunds to the payment processor daily and flags discrepancies

6.Prerequisites, Materials & Equipment

Access to the order management system and the Stripe dashboard
The current Refund & Returns Policy (v3, published on the help center)
The customer’s order number and reason for the request

7.Safety & Compliance

Never store full card numbers. Refunds must go back to the original payment method to comply with card-network rules and our PCI obligations. Goodwill refunds over $500 require Finance Manager sign-off for audit purposes.

8.Procedure (Step-by-Step)

Step	Action	Owner	Expected Result
1	Confirm the order number and locate the order in the system	Support Agent	Order found; status and payment method confirmed
2	Check the request against the Refund & Returns Policy	Support Agent	Request is eligible, or exception is noted
3	If a product is being returned, issue an RMA number	Support Agent	RMA emailed to the customer with a return label
4	Approve if within limit; otherwise route to the Support Lead	Support Agent	Refund approved at the correct authority level
5	Process the refund to the original payment method in Stripe	Support Agent	Refund confirmation ID recorded on the order
6	Email the customer confirming amount and timing (5–10 days)	Support Agent	Customer notified; ticket closed

9.Quality Checks & Acceptance Criteria

The refund amount matches the eligible order total (less any restocking fee)
The refund was sent to the original payment method
A confirmation ID is recorded on the order and the ticket is closed

10.Troubleshooting & Exceptions

Failure scenario	What to do	Escalate to
Original card is expired or closed	Offer store credit or a bank transfer; document the reason	Finance
Customer disputes after a partial refund	Pause and review the order history before acting	Support Lead
Refund exceeds the agent’s limit	Route the ticket with notes for approval	Support Lead

11.Related Documents & References

Refund & Returns Policy v3
FIN-007 Chargeback Handling SOP
Stripe refund guide (internal wiki)

12.Revision History

Version	Date	Author	Summary of change
1.0	June 1, 2026	Head of Customer Support	Initial release

13.Approval

Document Owner Name Signature Date

Approver Name Signature Date

SOP formats & types

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How it works

Read the full SOP template right on the page, section by section.
Download it as a Word .docx or PDF, or copy it straight to Google Docs.
Replace the highlighted placeholders with your own details and remove the grey guidance notes.

Frequently asked questions

What is an SOP?

An SOP (standard operating procedure) is a written, step-by-step document that defines how a recurring task is done consistently and correctly. A good SOP covers the purpose, scope, roles, the numbered procedure, and how to verify the work was done right.

How do I write a simple SOP?

Start with the purpose and scope, list the roles involved, then write the procedure as numbered steps that each begin with a verb. Add a short quality check for each step and a revision history. This template gives you all of those sections so you can fill in the blanks.

What format should an SOP be in?

Most teams use a structured document with a title block, numbered sections, and a step table — exactly the format in this template. It works in Word, Google Docs, or PDF; pick whichever your team already uses for documents.

Is this SOP template really free?

Yes. You can preview, download, and copy it with no account, no email, and no watermark. Every download is the same full-quality file.