How are records and approvals documented when Hong Kong MSO processes refunds or canceled transactions?
When processing refunds or transaction cancellations, Hong Kong MSOs must maintain a complete record covering all four stages: initiation, approval, execution, and review. This record must include: who initiated the refund, the reason given, who approved it within the specified amount threshold, how the funds were returned to the original payment method, how the system recorded the transaction, and whether reconciliation and independent review were completed. A simple "refund completed" statement is insufficient; instead, a verifiable chain of evidence must be established, linking customer instructions, approval records, fund flow, reconciliation results, and any escalation of issues.