Scenario 1:
If at the time of delivery, the customer is telling he/she doesn't want the device and wanted to return it back and the delivery agent is taking back the device at the moment of delivery then tag @Doniya in the account channel on slack with the customer phone number and payment ID to refund the amount the device is taken back by the delivery agent.
Scenario 2:
If delivery is completed and at the time of installation customer is told he wants to return back the device move the ticket to the uninstallation team to arrange the pick up of the device and do the process of refund.
Select the uninstallation properties to arrange the pick-up