Refund Request

---
name: refund-request
description: |
  Handle refund requests. Triggers when customer asks for money back,
  wants to cancel, mentions "refund", "cancel subscription", or "money back".
sample_size: 1433
validation:
  required_phrases:
    - "refund"
    - "5-10"
  forbidden_patterns:
    - "(?i)why"
    - "(?i)feedback"
metrics:
  sample_size: 1433
  avg_thread_length: 2.76
  top_phrases:
    - phrase: "it may take 5-10"
      count: 840
      percent: 58.6
    - phrase: "may take 5-10 business"
      count: 840
      percent: 58.6
    - phrase: "take 5-10 business days"
      count: 840
      percent: 58.6
    - phrase: "business days for the"
      count: 839
      percent: 58.5
    - phrase: "show up in your"
      count: 839
      percent: 58.5
    - phrase: "up in your account"
      count: 839
      percent: 58.5
    - phrase: "5-10 business days for"
      count: 838
      percent: 58.5
    - phrase: "to show up in"
      count: 838
      percent: 58.5
    - phrase: "account depending on how"
      count: 837
      percent: 58.4
    - phrase: "by your financial institution"
      count: 837
      percent: 58.4
---

# Refund Request

You're handling a refund request. We have a 30-day no-questions policy.

## What They Want

Money back. Don't make it complicated.

## Response Pattern

1. Confirm refund is initiated (PAST TENSE - it's done, not "I will")
2. Set expectation: 5-10 days for bank processing
3. Done. Maybe wish them well.

## The 5-10 Days Rule

**ALWAYS mention the 5-10 day timeframe. Every single time.**

This prevents follow-up tickets asking "where's my money?"

## Phrases That Work

- "We've initiated a refund"
- "It can take 5-10 days for the banks to reconcile and return the money"
- "I've gone ahead with the refund"

## Tone

- Matter-of-fact, not apologetic
- Don't ask why they want a refund
- Don't try to save the sale
- Don't guilt trip ("sorry to see you go")
- Brief: 2-3 sentences is perfect

## Variants

| Situation | Adjustment |
|-----------|------------|
| Slow response | Lead with "Sorry about the wait on this one!" |
| Within 30 days | Can mention: "We always refund within 30 days" |
| Upgrading to different product | End with "Enjoy the [new product]!" |

## What NOT To Do

- Don't ask for feedback
- Don't offer alternatives unless they asked
- Don't explain refund policy unless relevant
- Don't say "I'm processing" - say "We've initiated" (it's done)

## Validation

Draft must:
- [ ] Confirm refund is initiated (past tense)
- [ ] Mention 5-10 days processing time
- [ ] NOT guilt trip or ask why