Refund escalation rule
Example: a cross-functional refund policy
- 01
Source material
Tickets, macros, and maintained notes
A saved support macro promises 24 hours. Billing notes say 3 days. Recent tickets show both answers in use.
- 02
Drafts for review
Rules, gaps, and conflicts surface
Draft ruleCustom terms require Billing Ops review before a promise.
Knowledge gapNo named owner for partial-credit approval.
ConflictThe saved macro says 24 hours; the billing note says 3 days.
- 03
Your company decides
Maya Chen · Support Operations
In this example, Maya is the person inside the company responsible for deciding which refund instruction is correct.
Needs edit · assign the partial-credit owner
Approved · standard refund intake rule
Rejected · outdated 24-hour promise
- 04
Approved instruction
Standard refund intake rule
Verify purchase window, plan tier, refund reason, and custom terms. Route exceptions to Billing Ops before promising an outcome.
Ready to share or export for people and AI tools.
- Owner
- Support Operations
- Sources
- Ticket 1842 · macro v7 · billing note
- State
- Approved · current · exportable