StillBee

  • Menu

Returns & Refund SOP

This SOP defines how returns and refunds are handled at StillBee.
Follow this process to ensure fairness to customers while protecting the business from misuse.

Purpose

To handle return and refund requests consistently, transparently, and safely without financial or operational loss.

Who Should Follow This

  • Store Owner

Return & Refund Eligibility

  • Return requests must be raised within the allowed return period
  • Product must be unused and in original condition
  • Original invoice or order reference must be available
  • Certain items may be non-returnable (as per store policy)

All decisions must align with StillBee’s published return policy.

How Return Requests Are Received

  • Email from customer
  • Contact form submission
  • Direct message (only if order details are provided)

Return & Refund Process

  1. Receive the return or refund request.
  2. Verify the order in WooCommerce.
  3. Check eligibility based on store policy.
  4. Approve or reject the request.
  5. If approved:
    – Guide the customer on return procedure (if required).
    – Inspect the returned product once received.
  6. Initiate refund only after verification.
  7. Update order status and add internal order notes.

Refund Handling Rules

  • Refunds should be processed using the original payment method where possible
  • Partial refunds may be issued if applicable
  • Refunds should be completed within the promised timeframe
  • Always add a private order note explaining the refund

When Refunds Should Not Be Issued

  • Product shows signs of use or damage
  • Return period has expired
  • Missing original order reference
  • Product falls under non-returnable category

Handling Disputes or Special Cases

  • Review order history and communication
  • Use photos or evidence if provided
  • Make a final decision based on fairness and policy
  • Document the decision in order notes

Final Checklist Before Issuing Refund

  • Order verified
  • Eligibility confirmed
  • Product inspected (if returned)
  • Refund amount confirmed
  • Notes added in WooCommerce

Last updated: 18 December 2025
Owner: StillBee Collection