PURPOSE: Have a documented policy that establishes the guidelines to be followed to ensure a good process of reimbursement of the cost of the material claimed by the customer.
SCOPE: This procedure applies from the customer's refund request by sales, to the process of authorization of the corresponding refund.
Field of coverage: This procedure is applicable to the credit and collection, commercial, payable accounts, invoicing areas and General Management.
ORDER: Any product request made by a customer.
INVOICE: Document in which the commercial conditions of the products acquired by the customer are indicated, as well as their quantities and indication of the order requested.
REQUIREMENT: Need or expectation established, generally implicit or mandatory.
CUSTOMER: Person or organization that could receive or that receives a product or service intended for or required by that person or organization.
PRODUCT: An output of an organization that can be produced without any transaction taking place between the organization and the customer.
PROCESS: A set of mutually related activities that use inputs to provide an intended result.
REEMBOLSO: Devolución de una cantidad de dinero a la persona que la había desembolsado.
NMX-CC-9001-IMNC-2015: QUALITY MANAGEMENT SYSTEMS REQUIREMENTS
NMX-CC-9000-IMC-2015: QUALITY MANAGEMENT SYSTEM FUNDAMENTALS AND VOCABULARY
NMX-CC-9004-IMNC-2009: MANAGEMENT FOR SUSTAINED SUCCESS OF AN ORGANIZATION
- Authorize, if applicable the refund requested by the commercial area when the claim of the material is considered accepted and the customer doesn't accept physical change.
- Request with sufficient anticipation the authorization to any refund by General Management and Credit and Collection to ensure that the customer's requirements are fulfilled.
- Cancel invoices if necessary or make credit note as appropriate and notify the areas involved.
ACTIVITY AND DEVELOPMENT
1.1.- When any return made by any customer is considered accepted and has been authorized by the General Management and Credit and Collections and it's necessary to make any refund, the sales executive by means of an e-mail request to the General Management its authorization for the corresponding payment, the e-mail must be copied to the departments involved:
- Credit and Collections
- Accounts payable
- Comptroller's office
In addition, the request must include the name of the client, the invoice to which the reimbursement corresponds and bank details such as: bank name, account number and interbank account number.
1.1.2.- The sales executive follows up on the refund request until the corresponding authorization is made by the General Management and/or Credit and Collection.
1.1.3.- Accounts payable, once notified by the commercial area of the reimbursement authorization, carries out the corresponding activities, contacts the client to confirm the information and the account to which the corresponding payment will be applied and makes the payment.
Refunds won't be paid to different accounts that aren't in the name of the customer who was billed.
1.1.4.- Accounts payable and the other departments involved keep the corresponding documentation that proves that the authorized reimbursement was made.
1.1.5.- The sales executive confirms with the customer that he/she agrees and confirms the requested refund and retains supporting documentation.