Customer support
Summarize a refund request for an authorized reviewer
A refund summary puts what the decision owner needs in one place: what was ordered and when, what the customer asks for and why, what evidence exists and which policy clause applies. The summary reports facts. It does not decide eligibility or promise an outcome.
A text to start with
Prepare a refund request summary for a reviewer. Order details: [order number, items, dates]. Timeline of events: [dates and what happened]. The customer asks for [exact request] because [stated reason]. Supporting facts and attachments I have: [list]. The seller's policy clause that applies is [clause text or reference]. The person who decides is [role]. Summarize neutrally and do not say whether the refund is approved or deserved.
Example request. Change the details to fit your situation.Refund request fact summary
Order number: [ ] Items and amounts: [ ] Order date: [ ] Delivery or service date: [ ] Date of refund request: [ ] Customer's exact request: [ ] Reason given by the customer: [ ] Timeline of events: [date]: [ ] [date]: [ ] Supporting facts and attachments: [ ] Facts still missing: [ ] Policy clause or reference, quoted: [ ] Decision owner: [ ] Decision, date and clause relied on: [ ] What the customer has been told so far: [ ]
Facts only, no verdict
Check that the summary quotes the customer's request accurately and does not soften or sharpen it. Remove any phrase that leans toward a decision, such as "clearly eligible" or "unfortunately outside the window". Verify each date against the order record, since timelines are where mistakes hide. Confirm the policy clause is quoted from your current policy, not remembered. If a fact is missing, such as delivery confirmation, list it as missing instead of filling the gap.
Ask another agent to check the result
Check this summary for language that decides eligibility or implies a refund has been approved or denied, and quote each phrase. Confirm the policy clause is quoted rather than paraphrased, and list any facts the reviewer would need that the summary leaves out.
Hand it to the decision owner
Send the summary to the named decision owner with the order record and the customer's messages attached. Tell the customer only what has happened, for example that the request is under review, and give a date only if the reviewer set one. When a decision arrives, record who made it, when and under which clause, then update the customer through your normal channel.