Define Refund Approval Responsibilities for B2B Orders

Define responsibilities before a request arrives

Document who can request a review, approve a refund, process it in the provider, and reconcile the result. Use your organization’s existing approval policy to decide which cases require an additional reviewer. Record the invoice, order, and original payment references on the request.

Check the approval against the records

• Verify the requested amount, currency, reason, and affected order lines.
• Review prior refunds, credits, and unresolved disputes associated with the same payment.
• Check whether an invoice credit also needs to be recorded and which team owns that entry.

Confirm execution independently of the approval

Save the provider’s refund reference and final status. Compare the resulting invoice balance and refund amount before notifying the buyer. If the order system shows a refund but the payment provider does not, investigate the difference before issuing another refund.