https://docs.google.com/document/d/1aHo7myNKiTxPCksnlx7vO9u5s_cMrBHe3GV-E4PP9PY/edit



Pebble Refund Process


Refunds are given in below scenarios of Cancellation. 

  • Cancellations requests will not be entertained if the customer contacts us after 24 hours of placing the order, he needs to contact us within 24 hours of placing the delivery.

  • If the item is yet to be delivered and the product has been dispatched already within 24 hours, you may cancel the order by refusing delivery.

  • The refund process will be initiated after we receive the original product from the courier.



L1 Action: When a customer comes to cancel his order within 24 hours of time.


L1 will take the request for cancellation on call and email. 

Ask for the reason for cancellation and escalate to L2.


Actions by L1:

-L1 will take requests if the product is not yet reached to customer.

-If the product status in Ship rocket is Delivered, In transit, Shipped, Picked Up, Out for delivery in ShipRocket, we will disapprove the request the customer to refuse at door step.

- We will ask him to wait until the product is picked up and only then refund will be processed.


In case the product shipment status in Shiprocket is Pick Up Scheduled, Pick Up Generated, Pick Up Exception .

L1  will inform cx that we will escalate the case and get the product cancelled within 24 hours of time and the refund will be processed to him in 5-7 business days.


Properties to be marked by L1:

Group:Pebble

Type:Pebble D2C

Issue Type:Order to Delivery

Sub Issue:Cancel Requested

Status :Waiting on Internal Update.


L1 will mandatorily capture Order ID,customer email ID, Phone number and model and product details on teh ticket properties before escalating.



L2 team Action:



Whenever L2 gets request on cancellation, irrespective of COD or prepaid they will cancel the order both on Shopify and Shiprocket as per the Cancellation guideliness.Cancellation Flow


L2 will take the request for cancellation and process for refund manually through the tracker that is provided to them where all mandate details are captured.


L2 team will approve the cancellation request and inform the customer that cancellation has been done from our end and the refund will be done in 5-7 working days.


L2 refund team will refund on daily basis from the tracker and inform customer that TAT for refund.

L2 action: Agent to capture the order ID in the Refund sheet brand wise where we will pick up and refund the customer respectively.


How to cancel order on Shopify:



Once the L2 agent gets a Cancellation request, they will go ahead and cancel the order.

For Unfulfilled Orders -Go to Shopify and WMS tools and cancel.

For Fulfilled Orders - Go to Shopify and Shiprocket and cancel the order.


Important Note: We need to always to make sure that Restock Option shall never be checked/ selected while canceling the order on Shopify.



Steps to cancel 


1.Click on the three dots

2.Click on the Cancel Order option only which will trigger a shipping charges refund to us instantly.

FYI: Do not click on Cancel Shipment which will trigger a refund that takes 3-4 working days for a refund.



3.Go back to Shopify and click on the 3 dots on the right side and click Cancel Fulfilment. 

4.Post this the order will reflect as New Order with Unfulfilled status and go to More actions→Cancel Order