Support operations

Refund escalation review

Review the evidence, choose the next path, and send a clear handoff.

3 open escalations 1 needs evidence

Selected request

R-1842 · Nora Diaz

Subscription renewal disputed after agent escalation.

Evidence incomplete
Plan
Pro annual
Refund amount
$184.20
Customer request
Review the disputed renewal and determine the next refund path.

What is available

Evidence checklist

2 of 3 confirmed
  • Confirmed
    Renewal date

    Confirmed in purchase history.

  • Confirmed
    Refund reason

    The support note captures the customer’s reason.

  • Missing
    Receipt photo

    Needed before manager approval.

Policy context

Inside the exception window

Manager approval is allowed when evidence is complete.

Send unclear duplicate-charge cases to policy review.

Next path

Decision and handoff

Choose the path supported by the current evidence.

Decision path

Choose one path. The handoff will follow this decision.

Handoff

Send the chosen path and a clear reason to the next owner.

Tell the next owner exactly what to collect or review.

Ready to send Support agent will receive the selected path and reason.