Refund triage for support inboxes.
A refund automation reads incoming requests, checks eligibility rules and routes uncertain cases to a human team member with context and a recommended next step already prepared.
What we built
We automated refund triage for a support team whose refund requests were waiting days in a shared inbox. The automation reads each request, pulls the related order and payment data, and checks it against the company’s eligibility rules.
Clear-cut requests get an immediate, rule-based answer. Anything uncertain goes to a team member with the order history, the rule that applies and a recommended next step already prepared, so the decision takes minutes instead of a back-and-forth investigation.
How the workflow runs
Each step runs automatically, and a person stays in control wherever judgment is needed.
- 01Refund request intake from the support inbox
- 02Order and payment lookup
- 03Eligibility check against refund rules
- 04Instant replies for clear-cut cases
- 05Human routing with context and a recommended action
The slowest refund responses went from three days to nine minutes (p99). Customers get faster answers, and the support team spends its time on the genuinely uncertain cases rather than on lookups.
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