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Refund Request Processor

Example prompt: "When a support ticket is tagged as a refund request, pull the customer's order from Shopify and check if it's within 30 days. If the order is under £50, process the refund automatically. Otherwise, post a summary to #refund-approvals on Slack for a manager to review."

How to automate refund requests with GloriaMundo

The Problem

Refund requests account for a steady portion of support volume, and each one follows roughly the same steps: look up the order, check the refund policy, decide whether to approve or escalate, and then actually process it. Agents spend several minutes per request switching between the helpdesk, the order system, and the refund policy document. Simple, clear-cut refunds get the same treatment as complex edge cases, which slows down the whole queue.

How GloriaMundo Solves It

We build a workflow that triggers when a support ticket is tagged as a refund request. An integration step fetches the customer's order details from your e-commerce platform. A code step checks the order against your refund eligibility rules — purchase date within the return window, item category not excluded, and so on. A conditional step splits the flow: orders under your auto-approve threshold get refunded immediately, while larger or ambiguous cases are posted to a Slack channel with a pre-filled summary for a manager to review. The customer receives an email confirmation either way. Glass Box preview lets you see exactly which orders would be auto-approved and which would be escalated, so you can tune the thresholds before anything runs live.

Example Workflow Steps

  1. Trigger (webhook): Fires when a support ticket is tagged with "refund" in your helpdesk.
  2. Step 1 (integration): Fetch the order details from Shopify using the order ID extracted from the ticket.
  3. Step 2 (code): Check refund eligibility — purchase date within the return window, item not in an excluded category, no previous refund on this order.
  4. Step 3 (conditional): If eligible and order total is under the auto-approve threshold, proceed to auto-refund. Otherwise, route to manual review.
  5. Step 4a (integration): For auto-approved refunds, initiate the refund via the Shopify API.
  6. Step 4b (integration): For manual review, post a formatted summary to #refund-approvals on Slack with order details, reason, and a one-click approval link.
  7. Step 5 (integration): Send a confirmation email to the customer via Gmail with the refund status and expected timeline.

Integrations Used

  • Shopify — fetches order details and processes approved refunds
  • Slack — receives escalated refund requests for manager review
  • Gmail — sends refund confirmation emails to customers

Who This Is For

E-commerce support teams handling 20 or more refund requests per week who want to auto-resolve straightforward cases and spend their time on the ones that actually need a human decision.

Time & Cost Saved

A typical refund request takes 5-8 minutes of agent time between looking up the order, checking the policy, processing the refund, and emailing the customer. For a team handling 30 refund requests per week, that is roughly 3-4 hours of repetitive work. This workflow handles the clear-cut cases automatically and pre-fills everything for the rest, cutting total handling time by around 60%. The workflow uses integration, code, and conditional steps, costing a few credits per request.