refund-policy

name	refund-policy
description	Process customer refunds, returns, and exchanges. Use when a customer asks for a refund, wants to return an item, or disputes a charge.
license	MIT
metadata	{"author":"lovia","version":"1.0"}

Refund Policy

When to Use

• Customer asks for money back ("refund", "return", "money back", "cancel order")
• Customer disputes a charge
• Customer wants to exchange an item

When NOT to Use

• The customer has a general billing question (use general support)
• The item is a digital download with a separate policy
• The order is older than 90 days (escalate to manager)

Policy

Time Frame	Refund Type	Notes
0–14 days	Full refund	No questions asked.
15–30 days	Pro-rated	Subtract 15% restocking fee.
31–90 days	Store credit	Requires manager approval.
90+ days	No refund	Escalate — do not process directly.

Procedure

1. Verify the order — ask for the order ID and confirm it exists in the system.
2. Check the time frame — calculate days since purchase. Use scripts/calculate_refund.py if needed.
3. Determine refund type — apply the table above.
4. Process the refund — issue via the payment system.
5. Send confirmation — use the template in assets/refund-email.txt.

International Orders

International orders have additional rules. See references/international-orders.md for details before processing a non-domestic refund.

Important Rules

• Always be polite and empathetic — refunds are stressful for customers.
• Never promise a refund amount before verifying the order.
• Log every refund action for audit purposes.
• If in doubt, escalate to a human manager.