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vstorm-co
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refund-policy

Decides refund approvals, escalations, and refusals based on order date and exceptions.

49|11|Updated Jul 31, 2026
Search Tags:#customer support#policy#escalation#order#refund#chargeback#goodwill
One-click install
npx skills add https://github.com/vstorm-co/agenticos --skill refund-policy-vstorm-co
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: refund-policy
Source: https://github.com/vstorm-co/agenticos/tree/main/backend/app/core/catalog/skills/refund-policy
Command: npx skills add https://github.com/vstorm-co/agenticos --skill refund-policy-vstorm-co

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve? Support agents face refund requests daily and need consistent rules for when to refund immediately, when to escalate to a human, and how to decline without turning the request into a complaint. ## Core Features & Use Cases - Instant Refund Rules: Refund in full without approval for orders under 30 days old, wrong or damaged items, duplicate charges, or charges after cancellation. - Escalation Criteria: Route orders over 30 days old, amounts over the per-order limit, repeat refunders, and bank-disputed payments to a human. - Exception Handling: Apply documented exceptions such as faulty goods under warranty, late delivery, subscription charges after cancellation, and one-time goodwill refunds. - Use Case: A customer asks for a refund on a 45-day-old order that arrived 10 days late. The agent checks the late-delivery exception and refunds in full without escalating. ## Quick Start Use the refund-policy skill to decide whether this refund request should be approved, escalated, or declined.

Frequently Asked Questions about refund-policy

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I decide when a refund can be given without approval?▼

Refund in full immediately when the order is under 30 days old and unused, the wrong or damaged item was shipped, the charge is a duplicate within the same hour, or the customer cancelled before dispatch but was charged anyway.

When should a refund request be escalated to a human?▼

Escalate when the order is over 30 days old with no applicable exception, the amount exceeds the per-order limit, the customer has had more than two refunds in ninety days, or the payment was disputed with the bank as a chargeback.

What exceptions override the 30-day refund rule?▼

Faulty goods within the statutory warranty, delivery more than 7 days after the promised date, subscription charges after cancellation, and one-time goodwill refunds up to the goodwill limit all override the order date.

How should a support agent decline a refund request?▼

Give the reason and an alternative in the same message, stating the specific rule and why it exists. Never cite policy generically, since a refusal with no next step turns a refund request into a complaint.

Can a refund be given after a chargeback was filed?▼

No. A payment disputed with the bank is a chargeback, and issuing a refund on top of it pays the customer twice. These cases must be escalated rather than decided by the agent.

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