Refund Dispute Handler

---
name: "refund-dispute-handler"
description: "Guide controlled refunds, reversals, chargebacks, and disputes with eligibility checks, evidence, deadlines, approval, and audit trails."
version: "1.0.0"
since: "2026-09-09"
last_modified: "2026-09-09"
authors:
  - "platform-engineering"
stability: "stable"
min_platform_version:
  codex: "unknown"
  amazon-q: "unknown"
  antigravity: "unknown"
  auggie: "unknown"
  bob: "unknown"
  claude-code: "unknown"
  cline: "unknown"
  codebuddy: "unknown"
  continue: "unknown"
  costrict: "unknown"
  crush: "unknown"
  github-copilot: "unknown"
  gitlab-duo: "unknown"
  factory: "unknown"
  forgecode: "unknown"
  opencode: "unknown"
  openhands: "unknown"
  cursor: "unknown"
  roo-code: "unknown"
  kiro: "unknown"
  junie: "unknown"
  gemini-cli: "unknown"
  iflow: "unknown"
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  kimi: "unknown"
  lingma: "unknown"
  pi: "unknown"
  qoder: "unknown"
  qwen: "unknown"
  windsurf: "unknown"
  ollama: "unknown"
deprecated_since:
replaces:
supersedes: []
changelog:
  - version: "1.0.0"
    date: "2026-09-09"
    change: "Initial generated production-ready SDLC / DevSecOps skill"
---
# Refund Dispute Handler

## Purpose

Guide controlled refund, reversal, chargeback, and dispute workflows with eligibility checks, evidence packaging, deadlines, segregation of duties, customer communication, and explicit approval. Treat regulatory, security, and operational references as review and evidence guidance, not legal advice.

## Goal and behavioral contract

The authoritative Goal and artifact references are defined in `descriptor.yaml`. Capability boundaries, identity and delegation requirements, tool permissions, data boundaries, invariants, approval requirements, output contract, and operational limits are defined in `contract.yaml`. MCP/A2A trust boundaries and the reviewed execution closure live in `integrations/` and `dependencies.yaml`; ASPS and assurance requirements live in `assurance.yaml`.

Treat those declarations as mandatory execution constraints. `skcr` validates requirements but does not claim verification or enforce them at runtime.

## When to use

- refund and dispute handling decisions, controls, or operating practices need independent review.
- A change affects refund and dispute handling artifacts such as refund request, captured-payment record, dispute case, evidence package, approval record, customer communication.
- The user needs evidence-oriented findings for risks such as refund above captured amount, duplicate refund, missed dispute deadline, unsupported evidence submission, approval bypass, unsafe autonomous money movement.
- Audit, security, operations, or platform stakeholders need a concise readiness position.
- Existing documentation, tickets, tests, or logs must be turned into actionable remediation items.

## Operating model

1. Identify the relevant refund and dispute handling artifacts, owners, systems, environments, and review boundary.
2. Compare the available artifacts against expected signals such as refund eligibility decision, provider refund status, dispute due date, approver identity, ledger adjustment, case audit trail.
3. Separate confirmed gaps from assumptions, missing evidence, and advisory improvement opportunities.
4. Rate findings by operational, security, compliance, customer, and auditability impact.
5. Recommend minimal remediation steps, validation evidence, owners, and review cadence.
6. Model payment changes as explicit, monotonic state transitions and keep provider state, order state, fulfillment, and ledger effects independently reconcilable.
7. Use the provider's current official documentation and pinned API or SDK version as evidence; call out version-sensitive assumptions instead of relying on memory.

## Spec-Driven Change Context

- Treat repository specs, ADRs, runbooks, change proposals, design notes, and task files as durable context that outlives a chat session.
- For non-trivial changes, prefer a checked-in change artifact or equivalent proposal/design/tasks record before implementation begins.
- Capture requirement deltas explicitly: added, modified, removed, deprecated, or unchanged behavior.
- Keep implementation tasks traceable to acceptance criteria, affected specs, validation commands, and owners.
- During verification, compare the implementation against the proposal, design decisions, task checklist, and spec deltas.
- After completion, sync or archive completed change artifacts so the repository's source of truth reflects the final behavior.
- If the repository has no spec workflow yet, report the missing artifact and provide a minimal proposal/spec/tasks outline instead of relying on chat-only intent.

## Skill-Specific Review Scope

- Primary artifacts: refund request, captured-payment record, dispute case, evidence package, approval record, customer communication.
- Risk themes: refund above captured amount, duplicate refund, missed dispute deadline, unsupported evidence submission, approval bypass, unsafe autonomous money movement.
- Evidence signals: refund eligibility decision, provider refund status, dispute due date, approver identity, ledger adjustment, case audit trail.
- Ownership, approvals, review cadence, exception handling, and residual-risk decisions.
- Traceability from requirement or control intent to implementation, validation, and retained evidence.

## Skill-Specific Checklist

- [ ] Confirm the review boundary covers the right refund and dispute handling systems, teams, and environments.
- [ ] Inventory and inspect the current refund request.
- [ ] Check whether captured-payment record is current, approved, versioned, and owned.
- [ ] Verify that dispute case has test, ticket, log, or approval support.
- [ ] Look for refund above captured amount and record concrete repository or process evidence.
- [ ] Look for duplicate refund and identify affected assets, services, or stakeholders.
- [ ] Look for missed dispute deadline and classify the operational or audit impact.
- [ ] Use refund eligibility decision to validate that the control or practice is operating.
- [ ] Use provider refund status to confirm ownership, timing, and reproducibility.
- [ ] Check exception, risk-acceptance, and expiry handling for refund and dispute handling.
- [ ] Confirm remediation items have owners, due dates, validation steps, and evidence expectations.
- [ ] Identify missing artifacts separately from weak artifacts so the next action is unambiguous.
- [ ] Review whether logging, reporting, or retained evidence exposes sensitive data unnecessarily.
- [ ] Represent monetary values with explicit currency and integer minor units or a decimal type that cannot introduce binary floating-point rounding.
- [ ] Test retries with a stable operation-level idempotency key and verify that ambiguous timeouts cannot create duplicate charges, captures, refunds, or fulfillment.
- [ ] Verify webhook authenticity before parsing business fields, deduplicate events, tolerate out-of-order delivery, acknowledge promptly, and reconcile missed events.
- [ ] Keep secret keys, cardholder data, authentication values, access tokens, and raw provider payloads out of source control, prompts, logs, traces, fixtures, and screenshots.
- [ ] Require server-side price, amount, currency, order ownership, refund eligibility, and final payment-state validation; never trust client-supplied payment status.

## Decision Rules

- If refund request is missing for a critical service, raise at least a high-severity readiness gap.
- If provider refund status cannot be tied to an owner and approval, treat the outcome as unauditable until corrected.
- If evidence package is present but expired or untested, require validation before accepting residual risk.
- If the only support is verbal or chat-only context, request durable ticket, document, log, or test evidence.
- If remediation would require a process or architecture decision, assign a decision owner instead of prescribing legal conclusions.
- If compensating measures reduce likelihood but not impact, keep the residual-risk statement explicit.
- Never create, capture, cancel, refund, dispute, or otherwise move real funds without explicit authorization for the exact environment, provider account, operation, payment, amount, and currency.
- If a write outcome is ambiguous after a timeout, reconcile by idempotency key, provider identifier, webhook, and status lookup before issuing any new mutation.
- If official provider documentation conflicts with a template instruction, follow the pinned provider documentation and report the template drift.
- If raw PAN, CVV, full bank credentials, production secrets, or unrestricted live credentials enter scope, stop and require an approved secure handling path.

## Finding Categories

- Missing or stale refund and dispute handling artifact.
- Unclear ownership, approval, review cadence, or accountability.
- Insufficient validation, test proof, logs, ticket trail, or retained audit material.
- Unreviewed exception, residual risk, expiry, or compensating measure.
- Policy, architecture, operational, or platform implementation drift.
- Sensitive-data exposure in logs, reports, prompts, artifacts, or evidence packages.
- Duplicate or ambiguous monetary mutation caused by missing idempotency or unsafe retry behavior.
- Payment state, fulfillment, provider balance, payout, or internal ledger inconsistency.
- Unauthorized live operation, missing human approval, excessive credential scope, or absent immutable audit trail.

## Severity Guidance

- Critical: a defect can cause unauthorized or duplicate money movement, expose cardholder authentication data or live credentials, bypass approval, or fulfill an unpaid order.
- High: payment state, webhook authenticity, amount, currency, tenant authorization, refund, settlement, or reconciliation is incorrect for a material flow.
- Medium: recovery, observability, test coverage, provider-version pinning, or evidence is incomplete without a demonstrated monetary or sensitive-data impact.
- Low: naming, metadata, documentation, or minor traceability improvements are needed without affecting payment correctness or security.

## DevSecOps Guardrails

- Do not read secrets, `.env` files, private keys, production credentials, masked CI/CD variables, database dumps, or sensitive logs unless explicitly required.
- Do not push, deploy, publish, merge, or create releases unless explicitly asked.
- Prefer merge requests, reviewable diffs, and auditable validation evidence.
- Prefer least privilege, minimal changes, and explicit rollback notes.
- Do not fabricate test results, repository state, commands, security findings, or validation outcomes.
- Report assumptions, uncertainty, residual risk, and validation gaps clearly.
- Use sandbox or test mode by default and use only synthetic payment data; never place real cardholder or bank-account data in tests.
- Treat live payment mutations as high-impact external actions requiring exact-scope approval and an immutable audit record.
- Do not expose, retrieve, rotate, or copy provider secrets unless the user explicitly authorizes the exact credential-management task.
- Never recommend bypassing SCA, 3-D Secure, webhook verification, provider risk controls, approval gates, or reconciliation to make a test pass.

## Output Requirements

- Findings ordered by severity with affected refund and dispute handling artifacts and evidence references.
- Coverage note for reviewed artifacts: refund request, captured-payment record, dispute case, evidence package, approval record, customer communication.
- Risk note covering relevant themes: refund above captured amount, duplicate refund, missed dispute deadline, unsupported evidence submission, approval bypass, unsafe autonomous money movement.
- Evidence request list using expected signals: refund eligibility decision, provider refund status, dispute due date, approver identity, ledger adjustment, case audit trail.
- Deliverables or updates needed: refund decision record, dispute response package, approval checklist, customer communication draft, case reconciliation note.
- Residual-risk, assumptions, missing-context, and validation-gap summary.
- State whether evidence came from sandbox, fixtures, recorded responses, or production-safe read-only inspection; never imply a live transaction was tested when it was not.
- List provider API or SDK versions, environment assumptions, approval boundaries, idempotency strategy, and reconciliation path.

## Acceptance Criteria

- Relevant refund and dispute handling artifacts are identified, current, owned, and versioned where applicable.
- Each high-impact finding includes evidence, impact, likelihood, owner, and remediation guidance.
- Missing evidence is separated from failed controls or weak implementation.
- Exceptions and risk acceptances include owner, rationale, expiry, and compensating measures.
- Recommendations are review-oriented and avoid presenting regulatory interpretation as legal advice.
- Final output states pass, conditional pass, or blocked readiness with validation gaps.
- All monetary mutations are server-authorized, idempotent, auditable, and covered by duplicate, timeout, webhook, and reconciliation tests.
- No real payment data or live credential is required for routine development, review, or automated validation.

## Anti-Patterns

- Treating a policy title or control name as proof that the practice operates effectively.
- Collapsing missing evidence and failed implementation into one vague finding.
- Accepting open-ended exceptions without owner, expiry, impact, likelihood, and compensating measures.
- Making legal, regulatory, or audit conclusions beyond the available evidence and review scope.
- Recommending broad process rewrites when a targeted owner, test, ticket, or evidence fix is enough.
- Copying sensitive production data into examples, evidence packages, prompts, or reports.
- Treating a browser redirect or client callback as proof that a payment succeeded.
- Retrying a timed-out charge, capture, or refund with a new idempotency key before reconciling the original operation.
- Using production credentials, real cards, or live money movement to compensate for incomplete sandbox tests.

## Changelog

### 1.0.0 - 2026-09-09

- Initial generated production-ready SDLC / DevSecOps skill.