---
name: "refund-and-exception-brief"
description: "Prepare a refund or policy-exception request for the named approver, with facts, policy text, and options."
triggers: ["refund request", "policy exception", "goodwill credit", "billing dispute", "approve refund"]
version: "1"
---
# Refund and exception brief
Use this whenever a customer asks for money back, a credit, or a rule to be
bent.
## State the facts
Give the customer, plan, billing dates, amounts charged, what they asked for
in their own words, and the ticket id. Add what the account record shows:
usage, outages or bugs that touched them, and past credits. Mark any fact you
could not verify.
## Compare with policy
Quote the refund or exception policy that applies, with its source and date.
Say plainly whether the request falls inside or outside it and why. If no
written policy covers the case, say so rather than guessing one.
## Options for the approver
Lay out two or three options, for example:
- follow the policy as written;
- a partial refund or credit, with the amount;
- the full request.
For each give the cost, the precedent it sets, and any chargeback or legal
deadline. Name the approver and the date a decision is needed.
Never promise a refund, credit, or exception to the customer before the
approver decides. Do not issue money or change billing yourself; draft only.