refund-handling.md

Uploaded 7/10/2026, 8:32:57 PM

# Refund Handling — Support Runbook

This runbook covers how customer refunds are handled for US orders. It combines
the official policy with notes from the support team.

## Official policy

The US refund policy allows refunds within 30 days of purchase. Refunds over
$500 require approval from the support manager before they are issued. Refunds
are always returned to the original payment method.

## How refunds get handled

Refund handling starts when a customer submits a refund request through the
help center.

First, the support team verifies the order in the Stripe dashboard and confirms
the purchase date against the orders database.

Next, the support team checks eligibility under the US refund policy. If the
request is within 30 days and under $500, the support team issues the refund
directly in Stripe.

If the refund is over $500, the request goes to the support manager for
approval before anything is issued.

Once the refund is issued, the support team notifies the customer by email and
closes the ticket.

## Notes from the team (please read)

In practice, for repeat customers in good standing we usually skip the manager
approval and just issue the refund — it isn't worth the delay for customers we
trust. Nobody has written this into the official policy yet.

Anything over $2,000, ping Priya in the #support-escalations Slack channel
before touching it. She sits on the finance team and knows which large refunds
have tax implications.