Refunds and cancels your support team can do safely

Give agents the power to fix a customer's problem on the call, with limits you set, approvals for anything bigger, and every change on the record.

Every subscription support team has the same tension. Agents need to resolve a "you charged me twice" call on the spot. Finance needs to know refunds are not leaking. The usual answer is to make agents ask someone, and the customer waits.

Retrixus lets you set the rules once and then trust them.

Set the rules

In the portal, an Admin decides:

• who can refund and cancel: by role, such as Agents and Managers;
• how much: per refund and per person per day, with different limits per role;
• how old a charge can be: for example, charges from the last 60 days;
• why: a reason, chosen from your own list, required on every refund.

Then let people work

An agent can ask in Claude or ChatGPT, or click in the Agent Console:

"Refund Sam's last charge, it was a duplicate, and cancel at the end of the term."

Retrixus checks it against your rules before anything happens: who is asking, the amount, today's total for that person, the charge's age and the reason. Then it shows exactly what will happen, "Refund $29.99 to Sam Rivera, card ending 4242", and waits for a clear yes.

Bigger asks go up, not out

A refund over the agent's limit is not refused, and it does not slip through. It goes to a Manager to approve, with the reason attached, and the agent sees that it is pending. Nobody can approve their own request.

Everything is on the record

Every change is written to your audit log before and after it happens: who asked, what changed, for how much, when and why. The log cannot be edited or deleted.

For the phone

The Agent Console gives phone agents one screen: search every brand at once, see the whole account, and refund or cancel within their own limits without opening Recurly. Business includes three console seats.

What you need

• The Business plan, the site switched to read and write, and your refund rules reviewed.