Set up a refund request line
A Take refund requests campaign answers calls and texts from customers who want a refund, takes the order and reason, and leaves the decision to your team.
Last reviewed November 7, 2026
What the agent does
The agent asks for the order number and what went wrong, and tells the customer your team will review the request. It cannot approve, refuse or promise a refund or say how long one takes. It does not argue with the reason, and it answers return-policy questions only from your brand profile's frequent questions.
On a call, the agent records the request. That creates a hand-off, announced as "A customer asked for a refund", with the order number and reason in its note, and the run counts as Refund request taken. By text the agent has no way to record a request: it reaches your team only if the agent hands the conversation off, so read refund texts on the lead's page as well as on Handoffs.
Calls to the number reach the agent only after Growth Dept connects the number to the voice service, which is not done for any store yet. See inbound calls and texts.
Set it up
Follow the support line guide: attach a number on the first step, keep hand-offs on with an email address or Slack, publish, then switch on Incoming call and Incoming text. The same steps are hidden. The greeting asks for the order number straight away, and the template's Conversation intelligence questions record the refund reason and whether an order number was given.
Repeat requests
A customer can make one refund request in 30 days. A second conversation in that time is turned away with a message that the team already has the earlier request. A customer who has called or texted this line more than four times in all is turned away too, however long ago that was. Test leads are exempt.