Refund Request SOP process diagram

This is a worked example. Wavelength built the diagram below from the description on this page. Nobody drew it by hand.

What was said

A customer emails a refund request. The support agent checks the order in the system. If the refund is under $100 the agent approves it right away. If it is over $100 the agent sends it to the manager for approval. The manager reviews and either approves or denies it. If approved, the payment processor issues the refund. The support agent emails the customer with the outcome and closes the case.

The diagram

What is in this flow

• Systems: Payment Processor.
• People and teams: Support Agent, Manager.
• Decisions: Under $100?, Manager Approves?.
• Size: 10 steps and 10 connections.

Steps

1. Customer Emails
2. Support Agent
3. Check Order (Support Agent)
4. Under $100?
5. Manager
6. Manager Approves?
7. Payment Processor
8. Issue Refund (Payment Processor)
9. Email Customer (Support Agent)
10. Case Closed

Mermaid code

Copy this into any Markdown file, GitHub README, or Mermaid Live to render the same flow.

flowchart TD
  n1([Customer Emails])
  n2(Support Agent)
  n3[Check Order]
  n4{Under $100?}
  n5(Manager)
  n6{Manager Approves?}
  n7{{Payment Processor}}
  n8[Issue Refund]
  n9[Email Customer]
  n10([Case Closed])
  n1 -->|submits| n2
  n2 -->|checks| n3
  n3 -->|reviews| n4
  n4 -->|Yes, under limit| n8
  n4 -->|No, over limit| n5
  n5 -->|reviews| n6
  n6 -->|Yes| n8
  n6 -->|No, denied| n9
  n8 -->|refund done| n9
  n9 -->|closes| n10

Map your own process

Describe your version out loud, or paste the transcript of a call. Wavelength draws the flow as you talk, and you can edit it by voice, by prompt, or by hand.

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This example is part of our guide for operations and SOPs.

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