Skills RevOps
Refund, credit and goodwill frameworks
Two failure modes, and most organisations have both at once.
npx rulebase-skills install cx-refund-and-goodwill-policyWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “should we give this customer a credit”
- “design our goodwill policy”
- “refund authority limits”
- “our credits are out of control”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Owed and goodwill are different decisions
Owed — the customer is entitled to it. A billing error, a service failure against a contractual commitment, a statutory or regulatory right, a failed transaction. This is not a negotiation, it is not discretionary, and it should not depend on the customer asking well or escalating. Where something is owed, the right target is to find and fix it proactively, not to pay it only to the customers who complain — which is
The decision structure agents can actually use
Write it as a decision procedure, not a set of principles: Is anything owed? Against the four tests, What is proportionate to that loss? Banded, not free-form.
Authority, set from the distribution
Push authority down as far as the data supports: A tiered ladder.
Consistency is the property that matters most
Two customers with the same failure should get the same outcome. When they do not, and they compare notes, the framework has cost you more than the money.
Cost control that does not break the framework
The right lever is almost never the amount.
Related skills
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