Break the Customer Refund Into Steps
Decompose a refund workflow and identify the safest automation slice.
Keiko needs to reduce refund queue time without auto-approving risky or relationship-sensitive cases. Split the workflow into routine verification, policy decision, and human exception review. A single auto-refund button treats all refunds as the same task and pushes policy defects downstream. Step 1 Decompose the work: intake -> order lookup -> duplicate check -> policy eligibility -> goodwill exception -> payment action -> customer message -> audit log. The workflow contains different types of work. Only some belong in the automation path. Step 2 Score value: 220 contacts/week x 6 minutes of lookup and duplicate checking = 22 hours/week of…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in