Refund and Exception Policy Guide for Agents
Give agents clear boundaries and a way to ask for exceptions.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Write an agent guide to refunds and exceptions. Company policy text: [POLICY_TEXT]. Typical cases: [TYPICAL_CASES]. Approval limits: [APPROVAL_LIMITS]. Consumer law notes I have: [LEGAL_NOTES]. Turn the policy into a decision tree an agent can follow: within the window, product condition, reason, order value, and prior refunds. For each outcome give the wording to use with the customer. Define when the agent may decide, when a lead decides, and what evidence to record. Include six worked cases with invented details, a rule against inconsistent treatment, and a monthly review of exceptions. Consumer rights may go beyond our policy and must be checked [VERIFY] for [JURISDICTION]; the guide must not tell agents to deny statutory rights. Add six example cases with invented details to test the tree: a faulty item within the window, a change of mind after the window, a customer abroad with a different tax situation, a digital product already downloaded, a repeated refund request from the same customer, and a high-value order above the agent's limit. For each, give the decision, the wording and the record to keep. Include a statement that agents must never imply that statutory rights do not exist, and a link to a lead for unusual cases. Add a monthly report of refund amounts by reason and the proportion of exceptions approved, with the arithmetic, so the policy can be reviewed against real behaviour. Suggest a short training quiz of five questions with answers. Mark every legal statement as needing confirmation by a qualified adviser [VERIFY] before use. Add a one-page quick reference for the desk summarising the decision tree in six lines, with a reminder to record every exception and the reason in the ticket. Close with a quarterly review of refund exceptions with finance and legal, and an update to the guide when rules or the policy change.
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Invented case: customer asks for a refund 20 days after delivery; policy window is 14 days; item arrived faulty according to the customer. Tree: within the window? No. Reason is a fault? Yes, claimed. Evidence provided? Photo attached. Statutory rights may apply, so do not refuse on the window alone. Action: agent cannot decide; passes to the team lead with the photo and order date. Wording: "Thank you for the photo. I am passing this to a colleague who can review it, and you will hear from us within two working days." Record: reason, evidence, decision, and who decided.
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