Tender Swap Requests & Approval Process – Help Center

Concierge Advisor Guide

Purpose

This article outlines how Concierge advisors should handle tender swap requests—when a client asks to have a refund issued to their original method of payment instead of the default electronic gift card.

The goal is to:

Apply accommodations fairly and consistently
Protect Aritzia from financial and compliance risk
Maintain a high-touch, everyday luxury experience
Ensure all decisions are documented and auditable

When to use this article

Use this guide when:

A return has already been processed or is pending
The refund method is set to electronic gift card
The client requests a refund to their original form of payment
The request requires review or approval

Step 1 — Acknowledge the request calmly

Start by acknowledging the client’s request without confirming an outcome.

Advisor guidance

Keep the tone warm and composed
Do not promise approval
Do not reference policy or eligibility

Example (do not send verbatim)
“I understand what you’re requesting, and I’m happy to take a look at this for you.”

Step 2 — Review the client and order context

Before taking action, review the following in the ticket:

Client tier (Standard / High / VIP)
Refund method currently set on the return
Number of prior tender swap accommodations
Reason for the request (if provided)
Any relevant case history

This context is critical for consistent decisioning.

Step 3 — Determine if approval is required

A Channel Lead approval is required if:

The client is requesting a tender swap from gift card → original payment method
The accommodation is not automatically eligible
The client has prior tender swap history

If approval is required:

Do not proceed with the refund
Move to the approval workflow

Step 4 — Request Channel Lead approval

When approval is required:

Flag the case for approval using the appropriate ticket field
Route the ticket to the Channel Lead queue
Add a clear internal note summarizing:
- Client tier
- Prior tender swap count
- Reason for request
- Your recommendation (if applicable)

Advisor guidance

Keep internal notes factual and concise
Do not include speculative language
All communication must remain within Zendesk

Step 5 — Await approval decision

If approved

Update the refund method to original payment
Document the approval in the case
Proceed with refund processing once the return is complete

Client-facing response (example framing)
“I’ve received approval to process your refund back to the original method of payment. We’ll take care of the next steps from here.”

If declined

Maintain a calm, supportive tone
Reconfirm the original refund method
Avoid policy language unless required

Client-facing response (example framing)
“At this time, the refund will be issued to the original gift card as planned. If you have questions about how to use it, I’m happy to help.”

Step 6 — Document the outcome

Before closing or moving the case forward, ensure:

Approval decision is recorded
Refund method is accurate
Any relevant notes are added to the case timeline

This ensures:

Auditability
Consistency across future interactions
Clear context if the client follows up

Key reminders for Concierge advisors

Tender swaps are accommodations, not entitlements
Never promise an outcome before approval
All approvals must be handled inside Zendesk
Clear documentation protects both the client experience and the business
When in doubt, escalate early rather than reversing actions later