We are leading US-based online fashion retailer specializing in prom, evening, bridesmaid, cocktail, wedding guest, and formal dresses. We are looking for a proactive and customer-focused Refund Prevention Specialist who can help reduce unnecessary refunds, improve customer satisfaction, and protect business revenue by resolving customer concerns before they result in returns, disputes, or chargebacks.
Key Responsibilities
- Contact customers who request refunds, returns, cancellations, or chargebacks through phone, email, chat, or SMS.
- Understand customer concerns and provide suitable resolutions to retain the order whenever possible.
- Offer alternative solutions such as replacements, exchanges, store credit, partial refunds, discounts, or order modifications.
- Handle damaged, delayed, incorrect, or sizing-related order issues professionally.
- Work closely with the Customer Support, Shipping, Warehouse, and Management teams to resolve customer cases quickly.
- Maintain detailed records of customer interactions and case resolutions.




- Identify recurring customer issues and recommend process improvements to reduce refund requests.
- Monitor refund trends and prepare reports for management.
- Ensure all customer communications reflect empathy, professionalism, and the company's service standards.
- Help reduce chargebacks and improve overall customer retention.

Required Skills & Qualifications
- 2–3 years of experience in Customer Support, Customer Retention, Refund Prevention, Chargeback Resolution, or Customer Success.
- Experience working with international e-commerce brands (preferably US market).
- Excellent written and verbal English communication skills.
- Solid negotiation and conflict resolution abilities.
- Ability to handle difficult customer conversations calmly and professionally.
- Experience with Shopify or other e-commerce platforms is preferred.
- Familiarity with CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, or similar platforms.
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📌 Refund Prevention Specialist (India)
🏢 Swastika Web Technology
📍 India