Refund And Support Flow Review

Use this skill to handle refunds without damaging trust or letting abuse break the product.

Workflow

1. Identify purchase type, provider/store, entitlement type, refund authority, and support ownership.
2. Read references/refund-support-flow-patterns.md.
3. Map provider-specific signals, refund detection, cancellation, restore purchase, entitlement source of truth, entitlement adjustment, user messaging, support triage, appeal, and abuse review.
4. Separate cancellations, ordinary refunds, goodwill refunds, fraud, chargebacks, disputes, consumable reversals, non-consumable revocations, and repeated abuse.
5. Build one timeline per account before taking action: purchase, grant, usage/spend, cancellation, refund request, provider confirmation, entitlement transition, support messages, chargeback/dispute, appeal, and repurchase.
6. Define abuse scoring, false-positive controls, support dashboards, metrics, and approval thresholds before account restrictions.
7. Define the support operating model: queue owner, SLA, escalation owner, agent override permissions, QA sampling, approval thresholds, and appeal timeline.
8. Produce a provider table, refund/cancellation/restore state machine, decision table, support macros, event schema with required properties, evidence timeline, support operating model, and risk ladder.

When not to use