CUSTOMER SUPPORT
Refund Edge-Case Escalation to Slack Approvals
Catches refund requests that fall just outside the policy window or exceed a dollar threshold, drafts a recommendation.
How it runs
The automated pipeline, trigger to output.
- TriggerNew refund-tagged Zendesk ticketZendesk
- ActionPull charge amount and date from StripeStripe
- LogicClassify clear-cut vs edge case
- LogicDraft recommended decision with numbers
- OutputPost to Slack approvals channelSlack
What it does
Clear-cut refunds get auto-decided elsewhere; this workflow handles the gray zone. When a request is past the window by a small grace margin or above a refund-amount threshold, it gathers the charge details from Stripe, drafts a recommendation, and posts it to a Slack channel where a manager approves or denies.
When to use it
Use it when frontline agents should not unilaterally approve large or out-of-window refunds, but you still want the decision to move fast with full context already attached.
How it works
- 1A new refund-tagged Zendesk ticket triggers the flow.
- 2The flow pulls the charge amount and date from Stripe.
- 3A logic step decides if the case is clear-cut or an edge case (small grace overage or amount above threshold).
- 4For edge cases it drafts a recommended decision with the supporting numbers.
- 5The recommendation posts to a Slack approvals channel with approve and deny actions for the manager.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect StripeCustomers, subscriptions, payments.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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