Refunds
Report payment state. A request is not approval or settlement.
Configurable workflow example
Sample customer question
“Has my refund for the jacket gone through?”
Information required
- Verified order and payment record
- Prior refunds on the same order
- Merchant approval rules and refund method
Rules checked
- A refund is allowed by policy for this item and reason
- Payment capture state
- Whether approval is required before submission to the processor
Permitted action
Report the correct payment-processing state. Submit a refund only when authorized and confirmed.
Success state
The customer is told the processor state (requested, pending, submitted, or settled). Settlement is not assumed from a closed ticket.
Escalation
Handoff when approval is required, the payment provider is unavailable, or amounts do not match.
Sample activity
- Operation
- Refunds
- Rule checked
- Approval required above the sample threshold of $150
- Action taken
- Did not submit a refund
- Result
- Queued for merchant approval
Handoff reason. Amount exceeds the unattended refund limit in this sample policy.