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Workflow guide · billing

The customer asked for a refund.Not a reading list.

Pronomy can check a charge, apply your refund rules and act in your billing system. A cancellation is a separate action: stopping the next charge does not return the last one.

This is a workflow guide, not a customer case study. Available actions depend on your billing system, permissions and approved rules.

Inspect the stepsRead an example ticketCheck your readiness
Before the agent acts

Give it a rule.And a way to check the result.

A help-center policy tells the agent what should happen. The billing system tells it what actually happened. It needs both.

Information needed

Verified customer identity, the exact charge, purchase channel, subscription state, policy and any relevant prior action.

Access to agree

Read charges and subscription status. Allow only the refund or cancellation actions this flow needs. Decide which amounts and exceptions require a person.

Someone accountable

Name the team that handles disputes, unclear eligibility and failed actions. An escalation needs an owner, not just a tag.

A proposed flow

From request to confirmed action.

  1. Match the person and payment

    Verify the customer using your approved process. Identify the charge and purchase channel before revealing account details or changing anything.

  2. Separate the requests

    Do they want a refund, a cancellation, or both? Confirm the scope if it is unclear. Do not cancel access simply because someone asked about a charge.

  3. Check policy and approval limits

    Use the relevant policy and exceptions. Missing rules, disputes or actions above the agreed limit go to a person. A store-managed purchase needs the appropriate store process.

  4. Check what has already happened

    Look for an existing refund or cancellation. A repeat request should not cause a duplicate financial action.

  5. Act, then verify

    Request only the approved changes. Check the refund result and renewal state separately. An accepted request is not always a completed action; a pending result must stay pending.

  6. Reply with the actual outcome

    Explain what changed and what is still waiting. Check the response against the policy and action record. Hand over any unresolved part with the context attached.

Illustrative ticket · not live

An apology is not a refund.

Example assumptions: the customer is verified, the policy allows the refund, and the billing system confirms both actions. The amount below is sample data.

What if the refund fails?
Do not say “refunded.” Record the failure, route the unresolved request to the agreed owner, and tell the customer what happens next. A confirmed cancellation can still be reported separately.
What if the rule is unclear?
Ask for the missing information or hand off. The agent should not turn an absent policy into its own refund policy.
Example #REFUND-01Illustrative
CustomerI cancelled last week, but another $29 was charged. Please refund it and stop the renewal.
  • ✓Identity and charge matched
  • ✓Eligible under the example policy
  • ✓No existing refund found
  • ✓Refund confirmed by billing
  • ✓Renewal disabled and verified
Example replyYou're right: the cancellation didn't go through. I've refunded $29 and stopped the renewal. Your subscription will not renew.
Check the promise against the record.Refund confirmed? Renewal off? Reply accurate? All required checks must pass before this counts as a billable resolution.

Start small.Money deserves a second look.

Agree the rules and access, review proposed actions in shadow mode, then approve one bounded flow. Expand after reviewing the results—not because a calendar says “week two.”

Read the billing definition · Plan the access

Bring your version

Your rules. Your first flow.

Bring an anonymized ticket and the policy behind it. We'll work through the checks, access and handoffs with you.

Talk through a flow →

Next: order changes →