Support operations

Refund escalation review

Review the selected refund request, confirm the evidence, choose the next path, and send the handoff with a clear reason.

3open cases
1needs evidence
$585.95under review

Selected request

Nora Diaz · Pro annual · R-1842

Evidence incomplete

Subscription renewal disputed after agent escalation.

Refund amount$184.20
PlanPro annual
Current ownerSupport operations manager
Recommended next ownerSupport agent
Ready: selected request is available for manager review.
Checking new attachments before the handoff is sent.

Evidence checklist

Confirm what supports the decision and what blocks approval.

  • OK
    Renewal date confirmed

    Purchase history shows the renewal date inside the exception window.

  • OK
    Customer reason captured

    Support note records the disputed renewal and refund reason.

  • !
    Receipt photo missing

    Manager approval needs proof attached to the request.

    No receipt attached.

Policy context

Inside exception window. Manager approval is allowed when evidence is complete.

Unclear duplicate-charge cases should go to policy review.

Current fit: Return for evidence because the receipt photo is missing before approval.