Setting refund rules for a support team of three

A step-by-step starting point for small subscription teams who want agents to refund on the spot without anyone losing sleep, with numbers you can copy and adjust.

By Thomas Fitzgerald, Marketing · 2026-10-19

When a team is three people, refund rules feel like overkill. Everyone knows everyone. Then a busy week arrives, someone new joins, or a refund goes out twice, and suddenly nobody is sure what the rules ever were.

Writing them down takes twenty minutes. Here is a starting point you can copy.

Step 1: Decide who can refund

For a team of three, a common split is:

• Two agents who answer customers and can refund and cancel within limits.
• One manager (often the founder) who can refund more, approves anything bigger, and owns the rules.

If someone only needs to look things up, such as a bookkeeper, give them a look-only role instead.

Step 2: Set the limits

Start with numbers tied to your price, not round guesses:

If your main plan is $29 a month, that's agents up to $29 per refund and $150 a day, and the manager up to $87 per refund.

Step 3: Make a short list of reasons

Five is plenty: duplicate charge, didn't use it, cancellation request, service problem, goodwill. Require one on every refund. Reasons are what make next month's refund review take five minutes instead of an afternoon.

Step 4: Decide what happens over the limit

The best answer is "it goes to the manager", not "it's refused". The agent tells the customer it's being reviewed; the manager approves or declines with a note. Nobody approves their own request.

Step 5: Keep a record you can't edit

Every refund should record who did it, how much, which charge, the reason, and when. If the record can be edited, it's a story, not a record.

Step 6: Review once a month

Ask three questions:

• How much did we refund, and is it going up?
• Which reasons came up most?
• Did anyone hit their daily limit or need approval often? (If so, the limit may be too low.)

Doing it in Retrixus

Retrixus enforces exactly these rules on every refund and cancel, whether an agent clicks in the Agent Console or asks Claude or ChatGPT. An Admin sets the roles, limits, charge age and reasons in the portal; Retrixus checks every request before it happens, sends anything over a limit for approval, and keeps a record that can't be edited or deleted.

Start free, or read more about roles and refund rules.