One-page process discovery template
- Process
- Refund / damage ticket handling (Customer Service)
- Owner
- Customer Service team lead
- Trigger
- Customer ticket arrives with an order number and a refund request
- Volume (sample)
- 14 tickets in this batch
- Inputs
- Ticket text, order record, refund policy (30-day window, 365 for warranty)
- Pain points
- Re-typing order data, hand-adding totals, missed policy windows, inconsistent categories
- Rules
- Refund must not exceed order total; refunds over $250 need sign-off
- Systems touched
- Ticketing tool, order system (not connected in this demo)
- Success measure
- Share handled without a person; errors caught before payout
- Open questions
- Who approves over $250? Are partial shipping credits allowed?