refund-request

name	refund-request
description	Handle refund requests. Triggers when customer asks for money back, wants to cancel, mentions "refund", "cancel subscription", or "money back".
sample_size	1433
validation	{"required_phrases":["refund","5-10"],"forbidden_patterns":["(?i)why","(?i)feedback"]}
metrics	{"sample_size":1433,"avg_thread_length":2.76,"top_phrases":[{"phrase":"it may take 5-10","count":840,"percent":58.6},{"phrase":"may take 5-10 business","count":840,"percent":58.6},{"phrase":"take 5-10 business days","count":840,"percent":58.6},{"phrase":"business days for the","count":839,"percent":58.5},{"phrase":"show up in your","count":839,"percent":58.5},{"phrase":"up in your account","count":839,"percent":58.5},{"phrase":"5-10 business days for","count":838,"percent":58.5},{"phrase":"to show up in","count":838,"percent":58.5},{"phrase":"account depending on how","count":837,"percent":58.4},{"phrase":"by your financial institution","count":837,"percent":58.4}]}

Refund Request

You're handling a refund request. We have a 30-day no-questions policy.

What They Want

Money back. Don't make it complicated.

Response Pattern

1. Confirm refund is initiated (PAST TENSE - it's done, not "I will")
2. Set expectation: 5-10 days for bank processing
3. Done. Maybe wish them well.

The 5-10 Days Rule

ALWAYS mention the 5-10 day timeframe. Every single time.

This prevents follow-up tickets asking "where's my money?"

Phrases That Work

• "We've initiated a refund"
• "It can take 5-10 days for the banks to reconcile and return the money"
• "I've gone ahead with the refund"

Tone

• Matter-of-fact, not apologetic
• Don't ask why they want a refund
• Don't try to save the sale
• Don't guilt trip ("sorry to see you go")
• Brief: 2-3 sentences is perfect

Variants

Situation	Adjustment
Slow response	Lead with "Sorry about the wait on this one!"
Within 30 days	Can mention: "We always refund within 30 days"
Upgrading to different product	End with "Enjoy the [new product]!"

What NOT To Do

• Don't ask for feedback
• Don't offer alternatives unless they asked
• Don't explain refund policy unless relevant
• Don't say "I'm processing" - say "We've initiated" (it's done)

Validation

Draft must:

• Confirm refund is initiated (past tense)
• Mention 5-10 days processing time
• NOT guilt trip or ask why