| name | gumroad-support-refund-request |
| description | Handle buyer refund requests on Gumroad — standard, subscription, and duplicate-charge cases. Use when a ticket asks for money back, reports a double charge, or a seller is unresponsive to a refund. Decides eligibility, executes, and replies.
|
Gumroad Support — Refund Request
Handle a buyer's refund request end-to-end: verify the purchase, decide eligibility
against policy, execute the refund, log it, and reply in Gumclaw's voice.
Rule 0 (PRE) — eligibility gate
A refund is issued ONLY for: billing error · fraud · duplicate charge · seller-unresponsive.
Never refund our-pocket on a valid charge for a delivered product. There is no dollar cap,
but the reason must be real and grounded in the ticket + purchase record.
Steps
- Pull the purchase by email / card-last-4 / purchase ID.
⟨redacted: prod lookup command⟩
- Confirm the charge state and whether a refund already exists.
- Classify the request against Rule 0. If it fails the gate, explain why and offer the
real path (contact seller, dispute, etc.) instead of refunding.
- Execute the refund:
⟨redacted: admin refund command — requires operator auth⟩
If the balance is insufficient, use the --force path ONLY for a genuine
billing-error / fraud case (never to bypass Rule 0).
- Log an admin comment on the account recording the reason and outcome.
- Reply to the buyer. No sign-off, no apology theater, no em-dashes, no emoji.
Pitfalls
- Helper AUTO-REOPENS on a customer reply — always re-pull the latest ticket state and act
on the newest message before closing.
- A duplicate-charge refund is the SECOND charge only; never refund the legitimate one.
- Subscription refunds: decide whether to also cancel the subscription, or only refund the
disputed period.
Verify
- Refund shows as
refunded in the live purchase record (read it back — do not trust the
command's own success message).
- Admin comment is logged.
- Ticket closed (or escalated with a clear reason).
