Marketplace

Keep refund decisions consistent

Give support and finance a shared process for assessing customer refunds. The agent checks the request against policy and customer records, handles permitted cases, and sends exceptions to the people responsible for the decision.

How it works

A requester submits a customer refund request through Slack, Teams, or the Customer Refund Request Form, creating a tracked request row. The agent confirms the request type, retrieves context from payment, support, and CRM records, checks the relevant policy source, and asks for any missing details in chat.

Where policy permits, the agent completes refunds that meet policy, amount, timing, and customer-status checks and records the outcome without waiting for manual handling. The agent escalates large refunds, disputed invoices, missing payment records, chargeback risk, or policy exceptions to the responsible owner with a decision summary and supporting context.

An approver reviews the escalation in chat or the Refund Review Queue, then approves, rejects, or returns it for more information.

Where people stay in control

People remain responsible for approval exceptions; risky or ambiguous requests.

Adapt it to your organization

Connect the systems listed alongside this description and configure the workflow for your organization’s data, permissions, and policies. Review the named agents, apps, and automations before using them with your own records.