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Support Playbook — Slide 5 of 8
Handling Refund Requests
Refunds under $50 can be approved by any agent, no manager sign-off
Refunds over $50 need a manager's approval within the same shift
Always log the reason code before processing
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Support Playbook — Slide 6 of 8
Measuring Success
Target: first response under 2 hours, resolution under 24 hours
CSAT goal of 90%+ on escalated tickets
Weekly review of any ticket that breached SLA
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Support Playbook — Slide 7 of 8
When to Loop in a Manager
Any request involving legal or compliance risk
A customer threatening to cancel a contract over $10K/year
Repeated escalations from the same account in 30 days
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Support Playbook — Slide 8 of 8
Documenting Every Escalation
Log the trigger, the resolution, and the time to resolve
Tag the root cause category so patterns are visible later
Attach any customer correspondence directly to the ticket