Resolving dissatisfaction and complaints properly

Refunds

Promising a customer their money back doesn't resolve the complaint yet. The refund has to be paid correctly and on time.

Desk Services handles refunds to customers once complaints have been approved. Your service team assesses the complaint, then we verify the details provided and make the payment on time.

For hundreds or thousands of payments under fixed arrangements
Suitable for all kinds of amounts, countries, payment details and exceptions
We combine payments, communication and reporting

Built for high volumes

Thanks to structured
payment flows

Trusted by many

100+ top brands
choose Desk Services

25+ years and counting

Market leader in the Benelux
and growing fast across Europe

For a financial and administrative process that adds up

Consumers report their complaints to customer support. After assessment, a decision is made to refund the purchase price or award compensation or another payment. Desk Services brings structure to these processes.

"Once compensation is approved, an extensive financial and administrative process begins. Is all the data complete? Is the bank account number correct? Has this request been processed before? How much should be paid out? And does the consumer know when the payment will be made?"

Every approved payment follows the same procedure:

We document the process and responsibilities
Together we decide which data is needed
We set everything up and integrate with your CRM or ERP
Verification and payment to consumers
We communicate and report in plain language

Thanks to our own IT systems, we can integrate with any CRM or ERP environment. We also think ahead about possible exceptions. What happens if an account number is wrong? When is a failed payment retried?

Agreed properly up front. That way, there are no surprises afterwards.

What does Desk Services do?

Set-up of the complete refund process
Secure collection of consumer and payment details
Checks for completeness and duplicate requests
Issuing vouchers or other agreed compensation
Communication on receipt and payment status
Integrations with CRM, ERP and other systems
Dashboards and reports for operations and finance

Benefits

Clear roles

You handle the complaint. We handle the payment

A uniform process

One payment flow

Less manual work

With amounts and details

Insight for finance

Amounts and statuses

Personal support

An experienced project manager

Scalable across Europe

Across countries and programmes

Refunds, properly organised every time

Choose an experienced delivery partner for your (international) refund programme. Specialised in processing, verification and payments at scale.

Get in touch with Gert, Jurgen or Peggy. Together we'll work out what it takes to get your programme live quickly.

"Make clear up front who assesses the complaint, who sets the amount and which details are needed for payment. That clear division of roles prevents delays and disputes later on."

Explore our other services and specials

E-vouchers & gifts

Customers appreciate gifts. Physical ones, and digital ones in the form of an e-voucher. Give them something they actually want, without worrying about the logistics and operations. For gifts, gift cards and anything else you want to give away to boost sales.

Desk Services handles the range, sourcing, personalisation and distribution. We answer customers' questions, and our reporting shows you how effective and appreciated the campaign is.

Choose from countless gifts for every audience, occasion and budget
Digital vouchers or physical gifts: a fixed reward or free choice
Complete delivery: from sourcing and personalisation to shipping and support

Product recalls

When a product has to be recalled, consumers need to know quickly what's going on and what they should do. At the same time, you want to stay in control of reports, returns, replacements and refunds.

Desk Services sets up and runs the operational side of the recall. With a multilingual recall landing page, a dedicated phone number, product registration, returns logistics and reporting afterwards.

In close consultation with product safety, legal and communications teams
One central environment: sign-up page, registration form, phone number and email address
Verification and operational handling: registration and validation by batch, model or series

Sales & Marketing Support

Extra capacity to build the registration environment, process data, send mailings or answer questions. Operationally strong and available when you need it. Our experienced project manager coordinates the work, while our in-house IT specialists set up the integrations.

When your marketing team is temporarily stretched
For campaigns with lots of operational moving parts
Including mailings, fulfilment, customer service and reporting

Discuss your refund payments

Send us some information up front about who assesses the complaints and roughly how many payments you expect. We're also keen to know which countries the programme runs in and how requests currently come in.

Book an intro call