Define the purpose of a courtesy credit
Published September 10, 2026.
A courtesy credit recognizes a verified service problem or restores a customer relationship. It should not replace a required refund, warranty remedy, or billing correction. Write down eligible events and exclusions so similar customers receive similar treatment.
Match authority to risk
Give agents a clear value limit, evidence checklist, and escalation path. Require additional review for repeated credits, regulated products, suspected abuse, or an unresolved underlying charge. The decision note should name the customer impact and the rule used.
Avoid rewarding escalation behavior. A customer who asks several times should not automatically receive more than a customer who accepted the first answer. Use a service recovery playbook to connect the credit to the operational fix.
The FTC advertising guidance provides broader consumer context. Record exceptions through a policy ambiguity log.
Review patterns, not just totals
Report credit rate by issue type, product, and root cause. A rising total can signal confusing policy, fulfillment defects, or missing agent permissions. Review outliers for consistency while keeping coaching separate from good-faith decisions made under the published rule.
FAQ
Is a courtesy credit the same as a refund?
No. A refund returns money owed under the transaction or policy. A courtesy credit is a discretionary service-recovery tool.
What should the case note include?
Include the verified impact, amount, approval level, policy basis, and any follow-up owner.