Refunds and Replacements Officer

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TYPE OF WORK

Full Time

WAGE / SALARY

Starting at $3/hour

HOURS PER WEEK

40

DATE UPDATED

Jun 19, 2026

JOB OVERVIEW

About Us
We are a growing UK-based eCommerce company specialising in gym equipment and fitness products sold through multiple online platforms across the UK. As our business continues to expand, we are looking for a reliable and professional Refunds and Replacement Officer based in the Philippines to join our remote support team.

This is a long-term remote position ideal for someone who is confident communicating with clients and collaborating with internal teams. The role requires excellent communication skills and the ability to work during UK business hours.

Job Overview
We are seeking a detail-oriented and customer-focused Refunds & Replacements Officer to manage customer requests relating to refunds, returns, replacements, and order disputes. The successful candidate will ensure all cases are handled accurately, fairly, and in accordance with company policies while maintaining a positive customer experience.

This role requires strong problem-solving skills, excellent attention to detail, and the ability to work efficiently in a fast-paced e-commerce environment.

Key Responsibilities
1. Refund Management
• Review and process customer refund requests in line with company policies
• Verify eligibility for refunds by reviewing order details, delivery information, and supporting evidence
• Process approved refunds through the appropriate payment channels
• Maintain accurate records of all refund transactions

2. Replacement Management
• Assess and process product replacement requests
• Coordinate with warehouse and logistics teams to arrange replacement shipments
• Verify damaged, defective, incorrect, or missing item claims
• Ensure replacement orders are dispatched within agreed service levels

3. Investigation & Resolution
• Investigate customer complaints relating to deliveries, damaged products, missing items, and incorrect orders
• Gather and evaluate supporting evidence such as photographs, courier tracking updates, and customer communications
• Identify fraudulent or suspicious claims and escalate when necessary
• Make informed decisions based on company policies and available evidence

4. Customer Communication
• Respond to customers via email, live chat, and ticketing systems
• Provide clear explanations regarding refund and replacement decisions
• Request additional information when required
• Deliver professional and empathetic customer service throughout the resolution process

5. Reporting & Administration
• Maintain detailed case notes and documentation
• Monitor refund and replacement trends
• Prepare regular reports on refund rates, replacement cases, and claim outcomes
• Recommend process improvements to reduce customer issues and financial losses

Requirements
1. Essential
• Previous experience in customer service, e-commerce operations, claims handling, or dispute resolution
• Strong written and verbal communication skills
• Excellent attention to detail and analytical thinking
• Ability to review evidence and make objective decisions
• Strong organizational and time management skills
• Proficiency in Google Workspace and Microsoft Office applications
• Ability to work independently and manage multiple cases simultaneously

2. Preferred
• Experience with Shopify, Zendesk, Zoho, or similar customer support platforms
• Experience handling refunds, chargebacks, returns, or warranty claims
• Familiarity with courier tracking systems and logistics processes
• Experience working in an e-commerce or retail environment

Key Performance Indicators (KPIs)
• Refund processing accuracy
• Replacement processing turnaround time
• Case resolution time
• Policy compliance rate
• Reduction in fraudulent or invalid claims
• Documentation accuracy

What We Offer
• Remote work environment
• Ongoing training and development opportunities
• Supportive team culture
• Career growth opportunities
• Competitive compensation package

Ideal Candidate
The ideal candidate is highly organized, fair, investigative by nature, and capable of balancing customer satisfaction with company policy. They are comfortable making evidence-based decisions and can confidently handle sensitive customer situations while maintaining professionalism.

How to Apply:
Please send your application with the subject line: Refunds & Replacement – [Your Full Name]

Include the following:
• Updated CV or resume
• Brief summary of your previous experience in customer service, e-commerce operations, claims handling, or dispute resolution

Candidates with proven hands-on experience in refunds processing, replacements management, customer service, claims handling, or dispute resolution will be prioritised.

SKILL REQUIREMENT
Quality Control Claims Processing Chargeback Analysis
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