Peak Helpdesk / Returns and refunds
“I'd like to send this back.”Who replies, and what applies?
Return questions need a clear answer and a decision by your team. Peak Helpdesk keeps the request as a ticket with reason and owner, the reply in the history and internal agreements as a note. Your team issues the refund itself in your shop or payment system; Peak Helpdesk refunds nothing.
One answer changes the follow-up
Pick a sample rating.
Local draft · no product activationTest the sample rule · nothing is sent or refunded.
02 / The next question
Is it an exchange, a return or a refund, and who decides on it?
Return steps sent to the customer, then status “solved”.
Sample data · no real tickets · not the product interface
Check the rule yourself
Change the rating. See the difference.
Pick a rating. At 0 to 6 the clarifying question appears, at 7 to 10 it doesn't. Nothing is sent or refunded.
Local rule demo · Please use neutral sample details only.
Pick a rating to see the next step.
The answer sets the direction.
- Rating
- —
- Follow-up
- Waiting for a rating
No example picked yet.
The rule behind the example
Clarify the request first, then reply.
In the example a rating of 0 to 6 triggers a clarifying question. From 7 the request is clear enough for a reply.
- 01Rate
Is the request clear?
RequestReturn of an item, reason “return” (sample data).
You rate how unambiguous it is what the customer wants. The next question depends on it.
Input → rating from 0 to 10 - 02Clarify
At 0 to 6, clarify first.
0–6Follow-up7–10FinishThe sample rule asks about the kind of request and who decides. In Peak Helpdesk you record the agreement as an internal note.
Condition → 0–6: clarifying question - 03Reply
The reply, not the booking.
ReplyReturn steps sent to the customer, then status “solved”.
In the trial run, rating and question stand together. It is a local preview; nothing is refunded.
Sample artifact → return note
From the example to a real reply
Organise your return questions in Peak Helpdesk.
In Peak Helpdesk every return or refund question gets a reason and an owner. Performance shows how often the reason comes up, and the response promise shows whether you reply in time.
Start with Peak HelpdeskPeak Helpdesk / Your next step
Every return question gets a clear answer.
Test both paths in the example. Then answer your next return question in Peak Helpdesk.
Walk through a return question
Answer clearly without promising too much.
Return steps sent to the customer, then status “solved”.
Frequently asked questions
Does Peak Helpdesk trigger a refund?
No. Helpdesk never refunds. Your team refunds in the shop or payment system; the ticket records what was decided.
Is there an approval step for refunds?
Refund approvals are planned and not built today. Today you use internal notes and assignment.
Can I see how often returns are the reason?
Yes. Performance shows the top reasons over 7, 30 or 90 days.