Refund Request

Refund Request

When to Use

Customer requests a refund for a product or service. Common scenarios: dissatisfied with purchase, product not as described, duplicate charge, service cancellation.

Required Tools

• normalize_ticket
• classify_ticket
• assess_risk
• retrieve_evidence
• generate_draft

Business Constraints

• No auto-send. All draft replies require human review before sending.
• Verify customer identity before processing any refund.
• Refund amounts above threshold must be escalated.
• Do not promise specific refund timelines.

Evidence Requirements

• Retrieve refund policy documents from knowledge base.
• Retrieve order / transaction records if available.
• Check for prior refund requests on same order (fraud indicator).

Human Review Rules

• must_human_review: true when risk assessment flags COMPENSATION_RISK or LEGAL_RISK.
• must_human_review: true when unsupported claims exceed 2.
• Any refund exceeding policy limits must be escalated.
• First-time vs repeat customer may affect decision.

Bad Cases

• Scam / fraud attempts claiming false charges.
• Requests for refund outside policy window.
• Requests involving both refund and complaint — route to complaint_escalation instead.