Refund Process
How refund requests are reviewed, verified, and resolved.
Refund requests are reviewed against the records available to ROCKDEEP, including order history, payment records, refund records, dispute history, chargeback history, store credit balances, gift card records, and fulfillment status.
We cannot issue a duplicate refund for an order that has already been refunded, reversed, charged back, credited, fulfilled, or otherwise resolved. If records conflict, the claim may be placed into manual review until the correct outcome is confirmed.
Refund review stages:
- Customer submits a claim.
- ROCKDEEP verifies identity and order information.
- Payment and refund records are checked.
- Store credit, gift card, and chargeback history are reviewed.
- Claim is classified for resolution.
- Customer is notified of the next step.
Important language:
A refund request is not automatically approved when submitted. Approval depends on verification, available records, payment processor evidence, fulfillment status, and whether the customer has already received a refund, chargeback, store credit, replacement, or other resolution.
Button text:
Start a Claim