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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Handle and record refunds 
SAQA US ID UNIT STANDARD TITLE
7829  Handle and record refunds 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  2 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
Each learner must be able to deal with customers and process refunds where necessary thereby understanding the importance of maintaining good customer relations and thus continued business with the customer. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrate knowledge and understanding of handling and recording refunds. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
The organisational procedures for handling refunds are stated. 

ASSESSMENT CRITERION 2 
Situations where refunds may be given are explained. 

ASSESSMENT CRITERION 3 
The procedure for handling refunds is described and the importance of documenting such refunds is explained. 

ASSESSMENT CRITERION 4 
The implications for both organisation and customer of not giving customers refunds are explained. 

SPECIFIC OUTCOME 2 
Demonstrate ability to make decisions about practice and to act accordingly. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
All interactions with customers are carried out in a polite, friendly and tactful manner. 

ASSESSMENT CRITERION 2 
The reason/s for the request for a refund is/are established. 

ASSESSMENT CRITERION 3 
The presented documentation is checked to ensure that a refund has been correctly authorised. 

ASSESSMENT CRITERION 4 
The required procedures are followed in the processing of the refund. 
ASSESSMENT CRITERION RANGE 
Refund methods includes:
  • Cash, Credit Cards, Accounts.
     
    		•

    ASSESSMENT CRITERION 5 
    When faced with a given a range of discrepancies, each situation is dealt with and reasons for actions taken are explained. 
    ASSESSMENT CRITERION RANGE 
    Given discrepancies include but are not limited to:
  • Invalid receipts, discrepancies in refund documentation, suspected fraud.
     
    		•

    ASSESSMENT CRITERION 6 
    All relevant documentation is consistently completed correctly and processed according to required operational procedures. 

    ASSESSMENT CRITERION 7 
    Customer disputes and problems are effectively dealt with and the appropriate staff members are informed when necessary. 

    SPECIFIC OUTCOME 3 
    Demonstrate ability to learn from own actions and to adapt performance. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The reasons for returning purchases and requesting refunding are recorded and the most frequently-recurring of these are identified. 

    ASSESSMENT CRITERION 2 
    Possible ways of reversing the problem area/s are brainstormed with colleagues and suggestions are recorded. 

    ASSESSMENT CRITERION 3 
    The problem, with possible solutions, is brought to the attention of the organisational management. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

    3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

    4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
    This has been done as it was deemed necessary to ensure holistic assessment occurred.

    The specific outcomes can be applied in a range of contexts.

    Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

    The specific outcomes are comparable to outcomes used internationally.

    We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

    If competencies are to be clustered in a meaningful way, then these unit standards cannot be split. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems (Specific Outcomes 7,10) 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively (Specific Outcomes 4,5,9) 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

    RECOMMENDATIONS AND EXEMPLARS FOR THE DESIGN OF:

    Learning/Curriculum
  • The importance of practising customer care at all times should be given attention
  • Learning should include role-plays / exercises that allows the learner to practice dealing with irate customers
  • The learner should familiarise him/ her self with the company procedures for handling refunds
  • Potential exercise: The learner could compile a report dealing with the effects of inadequate handling of customer refunds on all aspects of the business.
  • The learner could assess all refunds given to customers over a specific trading period, analyse the causes for the refunds and propose solutions to the causes in order to eliminate waste

    Performance systems
  • Ongoing measurement of the learner's ability to meet this standard is recommended.
  • Ongoing measurement of the impact of the volume of refunds on the learner's area of responsibility
  • A new employee should be able to achieve this unit within 2 months of being trained. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  14115   National Certificate: Fast Food Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Core  14113   National Certificate: Food and Beverage Services  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Core  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Core  14112   National Diploma: Professional Cookery  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Fundamental  20415   National Certificate: Conservation Resource Guardianship  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2008-02-06  Was CATHSSETA until Last Date for Achievement 
    Elective  64469   Further Education and Training Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2007-10-30  Was CATHSSETA until Last Date for Achievement 
    Elective  14111   National Certificate: Professional Cookery  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 
    Elective  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  CATHSSETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.