Job support-desk-refunds-and-cancellations-approved-under-your-cap-and-rules · revised 12 October 2026
Let refunds and cancellations be approved automatically under your cap and written rules
Refund and cancel requests that match your written rules and sit under your cap are actioned from your help desk. Your own system confirms who is asking; everything else goes to a person.
You might be seeing
- Clear refund and cancel requests wait in the queue for a person's click
- Rules live in people's heads, so two agents give different answers
No passwords, keys, card details or admin invites needed to start.
What usually happened
A refund or cancellation made by a tool is hard to reverse, and a customer can screenshot a wrong promise. A request that arrives as plain email may not come from the account holder. The safe design is rules in code, a cap, identity matched by your own system, and a person for everything unclear.
Who it’s for: Support lead of a subscription business who spends hours each week on refund and cancel requests that your own policy already answers.
Usually starts when: The same refund and cancel requests arrive daily, each waits for a person's click, and you want the clear ones handled without losing control of the unclear ones.
The result: Requests that match your written rules, come from the account holder's verified sign-in or form, and sit under your cap are refunded or set to cancel at period end by an agent in your own help desk and billing account, with a log of the rule behind each. Every other request goes to your named person with the reason. The agent never declines a request and never offers a retention deal.
Check whether this job fits
Answer these without sending files, tickets, code or logins. Nothing is submitted unless you choose to contact us.
What you get
- The rules table and the identity rule
- The agent and its settings
- The log format
- The 14-day proposal lists
- The test results
- The stop-switch note
Included
- A rules table for refunds (window, plan type, largest amount, one refund per charge) and for cancellations (when they take effect)
- Identity matched by your own system: a request counts only if it comes from the signed-in account or a form on it; email text alone never counts
- A cap per refund and a daily limit on the number and value of refunds
- Legal, safety, data-access, chargeback, complaint and repeat-request tickets always handed to a person
- A log of every request: ticket, account reference, rule, decision, amount and time
- 14 days where the agent only proposes and your person clicks each action, then your person switches it on
- A stop switch you hold
Not included
- Retention offers, save flows or any step that slows a cancellation
- Declining a request: only a person does that
- Refunds above the cap or beyond the daily limit
- Judging disputes, fraud or chargebacks
- Holding your billing or help-desk keys: the agent runs in your accounts
- Anything said to a customer except fixed confirmation lines you approve
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
All 150 rule cases match the expected result, including both sides of your actual window and cap, a repeated request, a second refund and period-end cancellation; 75 are buyer-held until acceptance. Expected actions complete exactly once in the test workspace, and all other cases cause no refund or cancellation. Any wrong or duplicate action fails the whole test.
Evidence: The test log and your table.
All 20 buyer-held unverified-sender cases reach your person and cause no action; any unverified refund or cancellation fails the whole test.
Evidence: All identity results and their authenticated-origin evidence; a smoke test of these 20 cases, not a future rate.
All 60 buyer-held handover cases reach your person and cause no action; any missed legal, safety, data-access, chargeback, complaint or repeat-request handover fails the whole test.
Evidence: The expected outcomes and all handover results; a smoke test of these 60 cases, not a future rate.
30 hostile tickets change no decision and cause no action (a smoke test of these 30, not of every possible message). Any action above the cap, on an unverified sender, on a hand-over case or without a log row fails the whole test.
Evidence: The hostile-ticket log, and the log compared with your billing history.
Your person sets the stop switch in the test workspace and the next 10 clear requests are queued for a person and not actioned.
Evidence: The stop-switch rehearsal log.
Sign-off. You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
If it fails. If an agreed check fails, you do not pay for this scope. We hand over what we found and agree whether to stop or re-quote; no surprise work.
When it fits, and when we stop
It fits when
- A written refund and cancellation policy that fits in a rules table
- A help desk and billing account where you can create a token limited to refunds and cancel-at-period-end, and revoke it
- A way to know that a request came from the signed-in account holder
- A test workspace with invented customers and charges
- A named person who clicks every action for 14 days and then switches it on
We stop and tell you if
- You want retention or save offers before a cancellation
- You want it to decline requests
- Requests arrive only as free email with no way to confirm the account holder
- The policy cannot be written as rules
What could go wrong
During the first 14 days your person clicks each real action; after enabling automatic mode they can stop future actions at once. A completed refund may be irreversible, and cancelling a scheduled cancellation depends on your billing system. The log supports investigation; it does not guarantee recovery of money or restoration of an account.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A refund or cancellation is made for someone who is not the account holder. | Only your own sign-in or form counts as identity, and 20 unverified requests are tested; none may be actioned. |
| A wrong refund is paid. | The cap and daily limit bound the total, decisions are code against your table, and every action is in the log. |
| A hostile ticket talks the agent into an action. | A model never decides. Decisions use account facts, and 30 hostile tickets are tested. |
| A cancellation is delayed or made harder. | There are no save offers, and a valid request is actioned under your rule or handed to a person with the reason. |
A separate automated reviewer checks the work and the test results before hand-over. Your named person clicks every action for the first 14 days, then switches the agent on, holds the stop switch and handles everything handed over. No human supervisor from us is included unless your agreement names one, and at launch the work is largely automated.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree the rules table, identity rule, cap, daily limit and who clicks
- Agree expected outcomes from redacted tickets, account facts and identity evidence; keep cases unseen
- Build the decision code and the log in a test workspace
- Test 260 requests: boundaries, identity, handovers and hostile messages
- Run 14 days of proposals only; your person clicks each action
- Review separately, rehearse the stop switch and hand over
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, price, start window and delivery date in writing before you accept, and work starts only after the agreed inputs are in place. An enquiry creates no charge or booking.
Need to keep it working?
Discuss the monthly check once the agent has run live for a month.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- Use your help desk's macros and approval rules, and click each refund yourself.
- Buy the preparation job, where an agent prepares each decision and a person approves it.
Questions
Does it try to keep a customer who wants to cancel?
No. There are no save offers. A valid request is actioned under your rules, or handed to a person with the reason.
How does it know who is asking?
Only your own system can say. A request counts when it comes from the signed-in account or a form on it, and email text alone never counts.
Can it decline a refund?
No. It approves what your rules allow. A person decides everything else.
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.
Send an enquiry
Send us
- Your refund and cancellation policy in plain words
- Your help desk and billing system
- About how many requests arrive a week
- No logins, keys, customer data or payment details in the first enquiry
Later, once you agree
- Redacted tickets with account facts and authenticated-origin evidence, and expected outcomes agreed by your person; keep 75 of 150 rule cases and all 20 identity and 60 handover cases unseen until acceptance, replacing any used for fixes
- A test workspace with invented customers and charges
- The cap, daily limit and confirmation lines you approve
- The name of the person who clicks the actions and holds the stop switch
You keep your help desk, your billing account and every key. We build in a test workspace with invented customers, and you install the agent in your own accounts with a token limited to refunds and cancel-at-period-end, which you create and can revoke. We never hold that token; your person clicks each real action for 14 days and then enables automatic mode.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “support-desk-refunds-and-cancellations-approved-under-your-cap-and-rules” as the subject.