Published October 22, 2026.

Capture the order facts first

Start with the order identifier, the payment method, the amount, the delivery status, and the date the customer contacted the team. A refund conversation without those facts becomes a negotiation about memory.

Record what the customer was promised, if anything, and where that promise lives. Do not repeat a promise the team cannot verify.

Check policy and approval separately

The care agent checks the policy that applies to the order and records the result. If the refund is outside policy, the agent routes it to the named approval owner instead of deciding alone.

Keep the policy version and the approval date with the case. A verbal approval that cannot be traced is not a control.

Close with a clear customer message

Tell the customer what was approved, what was not, and when to expect the next update. Do not promise a payment date the finance team has not confirmed.

Record the message and the channel so the next agent can continue without asking the customer to repeat the story.

Source: reference.

Related guides: this workflow and this workflow.