Refund Edge-Case Advisor for Intercom Conversations

It turns every inbound refund request into a ready-to-send draft plus a clear verdict: in-policy, deny, or needs a supervisor. The agent reads the conversation, pulls the purchase context from Stripe, and applies your written refund policy so reps stop guessing on tricky cases.

Use it when refund questions land in Intercom and your team needs consistent, policy-aligned answers — especially for edge cases like out-of-window requests, partial refunds, or repeat refunders that a junior rep shouldn't decide alone.

1. 1A new Intercom conversation tagged or classified as a refund request triggers the flow.
2. 2The agent pulls the customer's recent charges and refund history from Stripe for context.
3. 3An OpenAI reasoning step compares the request to your refund policy and assigns a verdict with a rationale.
4. 4A branch checks whether the case is clearly in-policy or an edge case (exceptions, high amount, prior refunds).
5. 5In-policy cases get a drafted reply posted as an Intercom note for one-click send.
6. 6Edge cases are posted to a Slack supervisor channel with the draft and the policy reasoning for human approval.