Billing & plans
Refunds and billing complaints (super admin)
The path a refund actually takes, what ops should do first, and the one thing never to say to the customer.
The one thing never to say
Never promise a refund you cannot issue. Ops cannot issue one, and neither can the copilot. "I will get this refunded for you" from someone without the ability to do it is a promise the business then has to either keep against its judgement or break.
Say instead: "I have passed this to the team who can action it, and you will hear back today."
What ops does first
- Establish what they were charged and for what — the account's plan and cycle. If you need the amounts, that is super-admin; ask, do not guess.
- Establish whether the complaint is about a charge that is wrong, or a charge that is right and unwelcome. They are completely different conversations.
- Get it into a ticket with the account email, the dates, and their own words. A refund decided from a paraphrase is a refund decided from the wrong facts.
What the super admin does
Refunds are issued in Stripe, not in this product — there is no refund button here on purpose. The plan and cycle state on /admin/users is what gets adjusted afterwards so the product agrees with what actually happened.
Disputes and chargebacks
Straight to a super admin, same day. A chargeback has a clock on it set by the card network, and it is shorter than our support SLA.
Was this helpful?