(SOP) for Processing Refunds - Guest / Host

This SOP outlines the step-by-step process for processing refunds, which are categorised into two groups: Host Team Refunds and Guest Team Refunds. Both teams follow a similar procedure with slight variations.

Host Team Refund Process

Steps:

1. Create Service 

2. Select Service Category

   • Choose "Account Management" as the service category.

3. Choose Group

   • Under the groups available, select "Host Discounts".

4. Specify Service Relation

   • Determine and select if the service is related to:
     • Housekeeping
     • Maintenance
     • Guest Services

5. Identify the Party at Fault

   • From the options provided, select who is at fault. Examples include:
     • Opago Team
     • City Relay Team

6. Select Refund Reason

   • Depending on the fault, choose the appropriate refund reason. Examples:
     • Housekeeping Refund
     • Maintenance  Refund
     • Guest Services Refund

7. Enter Refund Details

   • Input the necessary details related to the refund, such as:
     • Description of the Issue
     • Date of the Incident
     • Any Supporting Notes or Photos

8. Set Refund Amount

   • Enter the exact amount to be refunded.
     
     

9. Create Servie 

Guest Team Refund Process

Steps:

1. Create Service 

2. Select Service Category

   • Choose "Guest Relations" as the service category.
3. Choose Group
   • Under the groups available, select "Deposits/Refunds"
     
     
4. Select Service 
   • Determine and select if the service is related to:
     • Cleaning Refund (PM)
     • Guest Refund (Host)
     • Guest Refund (PM)
5. Enter Refund Details
   • Input the necessary details related to the refund, such as:
     • Description of the Issue
     • Date of the Incident
     • Any Supporting Notes or Photos
6. Set Refund Amount
   • Enter the exact amount to be refunded.
     
     
7. Create Servie

Note: Always maintain clear communication with relevant stakeholders throughout the refund process.