For any refund requests, always respond with a detailed explanation (with a timeline if possible) to let the customer know that you know where the concern is coming from and you have a plan to resolve it (detailing this as well). Feel free to use the De-escalation 1 (Refund) macro in Zendesk when needed.
Before proceeding with any refunds, let your supervisor know about the issue to see if there’s anything else we can do to help. Refer to Compensation Calculation to see what can be offered to diffuse the request.
Once all means have been exhausted then the supervisor will give the approval to process the refund for anything that’s less than $300.
For anything beyond that, the request will have to be processed by the supervisor himself. Once done, all refunds will have to be logged in the Daily Refunds tab in the Support Database sheet.