A refund app that lives between your storefront, your payments, and your finance system. Policy applied automatically, approvals routed by amount, customer told the truth in real time. We integrate Stripe, GoCardless, Shopify, WooCommerce, Xero.
Customer raises a refund; the right rule applies, the right approver signs, the money moves the same day.
Customer raises the refund from the order page. Reason captured, photos uploaded, eligibility checked against policy in real time. The first reply they get isn't 'we'll get back to you'.
Window, condition, fraud flags, repeat-customer rules — all encoded. Refund auto-approves if it fits the policy. Edge cases route to a human with the policy clause shown.
Approver sees the refund, the customer history, the order, the photos, the policy clause. Approve, reject, or escalate, with reason captured. SLA on every row.
On approve, the refund fires through the original payment method. No re-keying. The customer gets the email. The finance system gets the entry. Same day.
Refund linked to a return RMA where applicable. Stock status updates on receive — restock, scrap, refurb. The warehouse and finance see the same status.
Live: refund rate by SKU, top reasons, average resolution time, repeat-refunder flags. The reasons that recur become a product or marketing conversation.
A homewares marketplace handled refunds via a shared support inbox and manual Stripe entries. Average resolution: 9.1 days. We shipped a refund app: customer-self-serve, policy engine, approver queue, Stripe wired. Three months in: average resolution 36 hours, CS hours on refunds halved, refund rate visibility surfaced two SKUs accounting for 30% of refunds.
How we measure: Resolution time measured from refund-raised timestamp to refund-paid timestamp (n = 1,540 across 12 weeks pre/post), CS hours tracked via time logs, SKU analysis from refund-reason field.
Most-relevant verticals — but the same shape works for adjacent ones.
We encode your policy, wire your payments, ship the customer portal.