Zendesk customer classification: refunds___credits____refund_status
If a refund is not reflecting on the customer's end, the OSA will need to check the customer's account credit via CS Portal to check if there is already a credit applied to the profile as well what was the original payment method.
From there: OSA will be able to auto refund the customer provided the payment method was not Ebucks, Mobicred, Voucher, Discovery Miles or Sbux. (These will need to be sent to Finance).
Depending on the payment method used, the time for refunds to reflect on the customer's end averages on 5-7 working days.