Individual skill

refund-deescalation

Handles angry customers and refund requests with a validate-own-act de-escalation sequence and a refund decision matrix that weighs refund cost against customer LTV and chargeback risk. Use when someone asks "this customer is furious, what do I say", "should I approve this refund", "how do I deny a refund without losing the customer", or a conversation is emotionally charged. Do NOT use for routine, non-charged ticket responses - use support-ticket-reply instead; for diagnosing systemic patterns behind falling satisfaction scores, use csat-root-cause.

skills/refund-deescalation/SKILL.md

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# Refund and De-escalation

An angry customer is not attacking the agent - they are in pain and looking for someone to fix it. De-escalation is not about calming the customer down; it is about giving them a reason to trust the company again. The costly mistake this prevents is the two-sided failure: refunding reflexively (training customers to escalate for money) or denying rigidly (converting a $49 refund request into a chargeback, a public review, and a lost account worth far more).

## Operating procedure

### Step 1: Gather inputs

Before responding, establish:

1. The exact thing that went wrong, in the customer's words.
2. The refund amount requested versus the customer's LTV (tenure × monthly value, or total historical spend). Label an LTV estimate a guess if the data is thin.
3. Whether the failure was the company's fault, ambiguous, or the customer's misunderstanding.
4. Contact history on this issue - how many touches so far.