Taylor described the customer refund process. Sy's Fish guarantees satisfaction and provides complete refunds if the customer is unhappy with any fish received on an order. The customer calls the local store and reports a problem with the fish. The employee that answers the phone immediately prepares a refund authorization. If the customer hasn't yet paid for that order, the employee instructs the customer to take that amount off their bill. In that case, the employee then sends the refund authorization directly to Sy for information. If the customer has paid for that order, the employee notifies the customer that they will receive a check within about a week. The employee sends the refund authorization form to the accounts payable clerk in Boston, who sends the customer a check. Then, the refund authorization and the payment information are forwarded to Sy.