Who this is for
Owner or support lead of a store that spends hours each week on small, clear-cut refund requests.
Refund emails pile up, most are plainly inside your policy, and you fear a bot will refund the wrong ones.
The result
Requests that match your written rules and sit under the cap you set are refunded by the agent through your store's own refund function, with a log of the rule behind each one. Anything outside the rules, or with a photo, a complaint, a legal word or a repeat pattern, goes to your named person. The agent never refuses a refund.
What is included
- A rules table: return window, item types, largest refund, one refund per order and excluded items
- A cap per refund and a daily limit on the number and total value of refunds
- Photo, damage, wrong-item, legal, chargeback and repeat-refund cases always handed to a person
- Decisions made by code against the table; a model only reads the message to pick the request type
- A log of every request: type, rule, decision, amount and time
- 14 days where the agent only proposes and your person clicks each refund, then your person switches it on
- A stop switch and a list of the day's refunds
You receive
- The rules table
- The agent and its settings
- The log format
- The 14-day proposal lists
- The test results
- The stop-switch note
What is not included
- Refusing or declining any refund: only a person does that
- Refunds above the cap or beyond the daily limit
- Judging photos or damage claims
- Chargebacks, disputes or legal replies
- Holding your payment or store keys: the agent runs in your account
- Any message to customers except one fixed confirmation line you approve
What we need from you first
- Your refund policy in plain words
- About how many refund requests a week, and the usual amounts
- Your platform and helpdesk
- No logins, keys, customer data or payment details in the first enquiry
Never send passwords, keys, customer records or confidential code in the first enquiry. Secure handover is agreed after scoping.
How we check it is done
- All 120 rule cases match the expected result, including both sides of your actual window and cap, a repeated request and a second refund on one order; 60 are buyer-held until acceptance. Expected approvals complete exactly once on the test store, and other cases go to your person without a refund. Any wrong or duplicate action fails the whole test.
- All 60 buyer-held handover cases, including photo, damage, wrong-item, complaint, legal, chargeback and repeat requests, reach the person and cause no refund; every missed handover fails the whole test.
- 30 hostile messages hidden in requests change no decision and cause no refund.
- Any refund above the cap or the daily limit, any refund of a hand-over case or any refund without a log row fails the whole test.
- Your person sets the stop switch on the test store and the next 10 clear requests are queued for a person and not refunded.
You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
When we would stop or decline
- You want it to decline requests
- You want it to decide photo or damage claims
- You want the cap raised during the 14 days
- The policy cannot be written as rules
Questions
Can the agent say no to a customer?
No. It only approves refunds that match your table. Everything else goes to your person, who decides.
Who holds the payment keys?
You hold the platform credential in your own account and can revoke it; its actual permissions are written down, and code exposes only the agreed refund actions.
What stops it refunding too much?
The cap per refund and the daily limit are code. When the daily limit is reached, every further request goes to your person.
Does a pass mean it will be right next month?
No. A pass describes items like the test sample on the day of the test. It is not a promise about future items, and it does not replace your own checking.
Price and terms
£495 · untested offer price. £495 after the agreed acceptance checks pass and you sign off. No payment before sign-off.
This is a new service with no published client results. The price is a starting point we have not yet tested with buyers. Nothing is ordered or charged by the enquiry. The full specification is on the Synthetic Industry catalogue.