When customers checkout they agree to refund policies as per the checkmark box. We also advise clients requesting refund of fees before proceeding and they give us written consent to proceed. The 3% applies to credit card merchant fees. When a cc order is processed, that fee is taken by Visa/Mastercard and we don't get that back if we run a refund.
The 20% for a firearm in processing is to cover the extensive time and effort involved, that takes away resources from processing other orders:
1. Download invoice
2. Check PAL/contact customer for missing PAL info
3. Generate NR transfer reference number
If not generated, check pending numbers manually, daily
4. Enter NR Transfer Reference into Reference Ledger
5. Once approved make prepaid shipping label(s) for order
6. Prepare/pack order
Refund Requested:
7. Contact warehouse team, try and see if order was packed, pull from queue if possible, disrupting production line and shipping capability
8. If pulled, go into CP website and cancel prepaid label, skip to #12
9. If already packed then it'll take too much time to sort through hundreds of boxes to find one to pull, so it must be shipped out
10. Update NR ledger with outgoing firearm
11. If applicable, wait for parcel to come back, collect from PO box pay for return postage (postage is subsidized, often costing us $50-60 for rifles one way)
12. Open box, pull invoice, papers, return items to inventory
13. Update NR ledger with return firearm
14. Pull up customer transaction and run refund through credit card processor
15. Change status of order to refunded on shopping cart software
16. Post refund amount onto refund tracking spreadsheet for accounting
17. Change internal invoice status to refunded
18. Email client, notifying them of processed refund. Potential follow-up emails/calls as cc companies take anywhere from 1-4 weeks to put funds back on card after it has been reversed
