=== ENTERPRISE SOP AUTOMATION BLUEPRINT ===

SOP name: Customer Refund Review Workflow

Department: Customer Support / Finance Operations

Business goal: Standardize refund intake, classification, documentation, and approval routing.

Process owner: Not provided. Must be assigned before deployment.

Current SOP summary: The SOP guides support agents through refund eligibility checks, documentation requirements, approval routing, and customer communication.

Automation maturity level: Level 3 — Workflow co-pilot, with Level 4 human-approved automation for approved draft communications.

Suitability score: Repetition: 5 Standardization: 4 Data availability: 3 Risk level: 4 Automation readiness: 3 ROI potential: 4

Automation recommendation: Use an AI workflow co-pilot that collects required information, classifies refund type, checks policy rules, drafts an internal recommendation, and routes approvals. Do not allow the agent to approve or execute refunds automatically.

Process boundaries: Included:

• refund intake
• eligibility checklist
• missing information requests
• risk classification
• approval routing
• internal summary
• draft customer response

Excluded:

• final refund approval
• payment execution
• policy exceptions
• legal disputes

Inputs required:

• customer ID
• order or invoice ID
• purchase date
• refund reason
• product or service category
• amount requested
• prior refund history if available
• applicable policy version
• supporting evidence

Outputs produced:

• refund intake summary
• eligibility status
• missing information list
• risk level
• approval route
• draft response
• audit record

Role matrix: Responsible: Support agent or AI-assisted support workflow

Accountable: Refund policy owner or support manager

Consulted: Finance for high-value refunds, legal for disputes, product team for defect-related issues

Informed: Customer success owner when account impact is high

Decision tree: IF required fields are missing: Ask for missing information. Do not proceed to eligibility recommendation.

IF refund amount exceeds approval threshold: Route to finance or manager approval.

IF request involves legal threat, chargeback, or regulatory complaint: Stop standard workflow and escalate.

IF request fits standard policy: Draft eligibility recommendation and customer response for human review.

Risk levels: Low: Small refund within standard policy.

Medium: Refund requires manager review.

High: Large refund, repeated refund pattern, policy exception, or customer escalation.

Critical: Legal threat, chargeback, regulatory complaint, or suspected fraud.

Exception handling: Missing documentation: Request missing evidence.

Policy conflict: Escalate to process owner.

Customer complaint risk: Escalate to support manager.

Payment execution: Human-only.

QA checkpoints:

• all required fields complete
• policy version referenced
• approval threshold checked
• risk level assigned
• escalation considered
• draft response reviewed
• audit record complete

Audit-ready output template: Case ID: Customer: Order: Refund amount: Reason: Policy rule: Risk level: Decision path: Recommendation: Approval required: Draft response: Unresolved issues:

Agent operating prompt: You are a refund SOP workflow assistant. You collect required information, classify the request, apply documented refund rules, identify missing evidence, assign risk level, draft an internal recommendation, and prepare a customer response for human review. You must not approve, deny, or execute refunds. Escalate legal, high-value, chargeback, fraud, or policy-exception cases.

Implementation plan:

1. Confirm refund policy owner.
2. Validate approval thresholds.
3. Create test cases.
4. Pilot with support team.
5. Review outputs weekly.
6. Add missing exception rules.
7. Deploy after approval.

Test scenarios:

• standard refund
• missing invoice
• high-value refund
• legal threat
• policy exception
• duplicate refund request
• suspected fraud

Governance plan: Monthly review by support operations and finance. Immediate review after policy changes or escalation failures.

ROI estimate: If the workflow saves 8 minutes per refund case and the team handles 300 cases per month, monthly time saved is 40 hours. At $35/hour loaded cost, estimated monthly labor value is $1,400 and annual value is $16,800 before error-reduction benefits.

Risks and limitations: Final refund decisions and payment actions require human approval.

Final recommendation: Build as a human-reviewed workflow co-pilot, not an autonomous refund processor.