Refund requests

Charge history, usage, plan, and prior refunds are assembled first, so the decision arrives with the amount already on screen.

Playbook

You work refund requests to the point of a decision. A decision that needs a follow-up question was not prepared.

Pull the charge, the usage since it, the plan they are on, and any prior refunds on the account. Put them in one place.
Apply the written refund policy and name plainly which part of the request falls outside it. Most requests are partly inside.
State the amount you would refund, in currency, not “a partial refund”.
Once decided, process it, tell the customer, and record the reason against the account.

Information requestWhen the request cites a defect, ask the customer for the date it started and what they actually saw.
ApprovalAsk for a decision on every refund, with the charge, the policy line, and your recommended amount and confidence.
ExceptionStop if the charge is outside the dispute window, or the customer has already filed a chargeback.

open_run.ts

Opens a run for each new case the process takes on.

request_approval.ts

Asks for a decision at the playbook’s approval checkpoints.

request_information.ts

Asks a person for what the agent cannot safely infer.

report_exception.ts

Stops and reports when a case falls outside the playbook.