Library · Refunds · How to run this
Escalation refund is not chargeback
Refunds on escalations ÷ escalations make refund %. Type both.
Pair: Escalation-to-refund rate on Refunds. Bank path: escalation to chargeback. Score: CSAT vs refund.
What you type
Escalations — tickets escalated in the window.
Refunds on escalations — of those, tickets that closed with a refund.
Refund % = refunds on escalations ÷ escalations × 100. Tighten policy when refund % is fat — do not invent a refund chip.
What not to do
Do not invent refund %. Do not mix bank chargebacks into refunds here. Do not treat first-response lag as escalations. Do not average every queue when one owns the hole.
Related: Refunds, escalation to chargeback, CSAT vs refund, refund window policy.
Procedure
- Type escalations and refunds on escalations.
- Read refund %.
- Tighten policy when refund % is material.
Failure modes
- Inventing refund %.
- Mixing bank chargebacks into refunds.
- Treating first-response lag as escalations.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Escalation-to-refund %
- Refunds on escalations ÷ escalations × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this escalation to chargeback?
- Sibling end state. [Escalation to chargeback](/manuals/zendesk-escalation-to-chargeback) is tickets that become bank CBs. This page is escalations that refund inside Richpanel.
- Is this CSAT vs refund?
- Related score vs cash. [CSAT vs refund](/manuals/richpanel-csat-vs-refund-rate) pairs CSAT with refund share. This page is escalation → refund rate only.
- What refund % should I invent?
- None. Type escalations and refunds on those escalations from the same Richpanel window.