Refund requests
An agent files a refund request, a person approves it, and the money moves exactly once.
"A customer wants a refund" and "money was returned" are two different actions. Agents can only do the first.
- A customer asks Mila (or another customer-facing agent) for a refund. The customer must be verified (Visitor identity).
- The agent files a refund request with the order, the items, the amount and a reason, and tells the customer it's waiting for review. It never promises the refund.
- A person on your team reviews it in Refund requests.
- On approval, ORYVOX runs the refund through your shop provider, once.
Review
| Action | Who | |
|---|---|---|
| Approve | People with refunds.approve | Always asks for your password again. You can approve less than requested, never more. The person who requested it can't approve it. |
| Reject | People with refunds.review | A reason is required. |
| Cancel | People with refunds.review | Withdraws the request. |
Statuses
Pending review → Approved, Rejected or Cancelled. An approved request moves to Executing → Refunded, or Execution failed, which you can retry.
Only one open request can exist for the same order and items. Agents and chatbots can never move money themselves, whatever a workspace rule says.
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