Stripe Refund and Chargeback Policy Consistency Audit
Compare what we say, what we do, and what customers see.
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Audit refunds and disputes. Written refund policy and checkout wording: [POLICY_TEXT]. Refunds issued in the last quarter with reason, time to refund and amount: [REFUND_DATA]. Disputes with reasons and outcomes: [DISPUTE_DATA]. Customer service replies about refunds: [REPLY_SAMPLES]. Policy and practice must say the same thing. Make a comparison table of every statement about refunds across the checkout page, terms, order emails, support macros and help articles, with columns Where, What it says, Matches policy and Fix, and count contradictions. Example: checkout says 30 days, terms say 14, support macro says 21; write the single wording to use everywhere in two sentences. Calculate refund rate (36 refunds on 900 orders is 4 percent), dispute rate (5 disputes is 0.56 percent), average days from request to refund, and the share of disputes where the customer had earlier contacted us. A dispute costs the amount, a fee and staff time, so an easy refund can be cheaper [VERIFY current fee]. Identify friction that leads customers to dispute rather than ask. Recommend wording changes, a customer-friendly refund request route, a check for refunds above a limit, handling of refunds to a different payment method, a response template, a staff briefing, and measures. Consumer rules on refunds and cancellation vary by country [VERIFY].
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