🔄 Refund / Stolen Claim Flow

Objective scoring matrix — removes subjective agent decisions

📦 Proof of Delivery

Invalid / unreadable4
No POD from courier2
Valid and clear0

💳 Stripe Refund Rate

Within threshold0
Moderate-1
High-3
Very High (Gold/Platinum only)-4
Tin <10% · Bronze <15% · Silver <25% · Gold <40% · Platinum <45%

📋 Refund History & Reason

No previous refunds0
1–2 refunds1
3 or more, different reasons-2
3 or more, same reason-4

⭐ Customer Tier

Platinum5
Gold4
Silver3
Bronze2
Tin1

🎯 Final Result

6 or more pointsApprove
3–5 pointsInconclusive
2 or less pointsDeny

🧮 Decision Simulator

Tin threshold: <10%

📊 Process Flowchart

START: Customer reports missing, stolen, or disputed delivery Order number provided? NO Request order number YES Open order in Metabase Tracking ID generated? NO Follow "Item Not Shipped" flow YES Status = "Delivered"? NO No updates for 7 days? Refund the client YES 🔢 CALCULATE SCORE POD · Stripe Rate · History · Reason · Tier POD: Invalid 4 · No POD from courier 2 · Valid 0 Stripe Rate: Within threshold 0 · Moderate -1 · High -3 · Very High -4 History: 0 refunds 0 · 1-2: 1 · 3+ diff. reasons: -2 · 3+ same reason: -4 Tier: Platinum 5 · Gold 4 · Silver 3 · Bronze 2 · Tin 1 Total score? 2 or less ❌ DENY Refund request 6 or more ✅ APPROVE Refund request 3–5 🔍 INCONCLUSIVE Validate with peers or request more info from customer END
💡 Note on Stripe Refund Rate thresholds: Tin <10% · Bronze <15% · Silver <25% · Gold <40% · Platinum <45%. Higher-tier customers naturally generate more orders, so a higher absolute refund count may still be proportionally acceptable. Gold and Platinum have an additional "Very High" band for rates significantly above their threshold.