Agent skill
refund-request
Handle refund requests. Use when a customer asks for a refund, money back, or to cancel a purchase or subscription.
Stars
163
Forks
31
Install this agent skill to your Project
npx add-skill https://github.com/majiayu000/claude-skill-registry/tree/main/skills/data/refund-request
Metadata
Additional technical details for this skill
- metrics
- sample_size: 1433 avg_thread_length: 2.76 top_phrases: - phrase: "it may take 5-10" count: 840 percent: 58.6 - phrase: "may take 5-10 business" count: 840 percent: 58.6 - phrase: "take 5-10 business days" count: 840 percent: 58.6 - phrase: "business days for the" count: 839 percent: 58.5 - phrase: "show up in your" count: 839 percent: 58.5 - phrase: "up in your account" count: 839 percent: 58.5 - phrase: "5-10 business days for" count: 838 percent: 58.5 - phrase: "to show up in" count: 838 percent: 58.5 - phrase: "account depending on how" count: 837 percent: 58.4 - phrase: "by your financial institution" count: 837 percent: 58.4
- validation
- required_phrases: - "refund" - "5-10" forbidden_patterns: - "(?i)why" - "(?i)feedback" max_length: 500
- sample size
- 1433
- related skills
-
[ "duplicate-purchase", "subscription-renewal-issue" ] - trigger phrases
-
[ "handle refund", "refund requests", "requests customer" ]
SKILL.md
Refund Request
You're handling a refund request. We have a 30-day no-questions policy.
What They Want
Money back. Don't make it complicated.
Response Pattern
- Confirm refund is initiated (PAST TENSE - it's done, not "I will")
- Set expectation: 5-10 days for bank processing
- Done. Maybe wish them well.
The 5-10 Days Rule
ALWAYS mention the 5-10 day timeframe. Every single time.
This prevents follow-up tickets asking "where's my money?"
Phrases That Work
- "We've initiated a refund"
- "It can take 5-10 days for the banks to reconcile and return the money"
- "I've gone ahead with the refund"
Tone
- Matter-of-fact, not apologetic
- Don't ask why they want a refund
- Don't try to save the sale
- Don't guilt trip ("sorry to see you go")
- Brief: 2-3 sentences is perfect
Variants
| Situation | Adjustment |
|---|---|
| Slow response | Lead with "Sorry about the wait on this one!" |
| Within 30 days | Can mention: "We always refund within 30 days" |
| Upgrading to different product | End with "Enjoy the [new product]!" |
What NOT To Do
- Don't ask for feedback
- Don't offer alternatives unless they asked
- Don't explain refund policy unless relevant
- Don't say "I'm processing" - say "We've initiated" (it's done)
Validation
Draft must:
- Confirm refund is initiated (past tense)
- Mention 5-10 days processing time
- NOT guilt trip or ask why
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