Customer Operations
Dispensary return and refund review workflow
DispensaryVA Editorial TeamPublished
returnsrefundscustomer operations
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Customer Operations
A return workflow links the customer request to the item, decision, inventory action, and approved financial record. It should be easy to audit without exposing unnecessary personal data.
Record the date, order or receipt reference, product identifier, reason, condition, decision authority, and next action. The product return process provides a structured starting point. Route difficult conversations through the customer complaint workflow.
Decide eligibility, product disposition, and refund method as separate fields. Do not promise an outcome before the approved policy and records are checked. Restricted or damaged items need the applicable hold procedure.
Review exceptions weekly for repeated product, process, or training issues. Keep the original transaction and approved adjustment visible.
The FTC refund and return guidance is an authoritative general reference; licensed operators should apply their own policy and local rules.
Use the documented authority threshold and escalate exceptions.