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
- Gather the purchase, the reason, and the customer's history.
- Check the request against the refund [[Support policy]].
- Weigh any goodwill exception and its precedent.
- Draft the decision and a warm explanation for the customer.
- 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.