refund-decision

name	Refund Decision
description	Assess a refund request against policy and prepare a fair, consistent decision.
category	Ops

Refund Decision

Weigh a refund request against the policy and the customer's history, and prepare a decision that is fair and consistent.

When to use

• A customer requests a refund.
• A goodwill exception is being considered.

Steps

1. Gather the purchase, the reason, and the customer's history.
2. Check the request against the refund [[Support policy]].
3. Weigh any goodwill exception and its precedent.
4. Draft the decision and a warm explanation for the customer.
5. Flag anything outside policy for the operator's call.

Output

A refund recommendation with the policy basis and a customer-facing message. Anything outside policy waits on the operator's approval before it is issued.