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Refund window policy skeleton
GuideWhen CS refunds vs fight vs RDRBack to article
Filter the case state. Replace skeleton hours with this brand’s alert and RDR clocks. Train the table, not “be nice.”
| State | Action | Why |
|---|---|---|
| Unshipped, any reason | Refund / cancel now | No goods. Fighting is theater. |
| Shipped, fraud code, 3DS success | Fight | Liability may have shifted. Packet exists. |
| Shipped, not received, tracking delivered | Fight | Carrier scan is the packet. |
| Shipped, not as described, listing mismatch | Refund | You will lose. Save the fee. |
| Recurring, customer cancelled in CS | Cancel MIT + refund unused | Do not bill while you argue. |
| Mastercard, in RDR window, ticket under rule | Let RDR fire | You already bought that path. |
| Visa alert (CDRN) in window | Refund to stop the CB | Alert fee + refund beats CB + fee + ratio. |
| Threshold headroom < 5 CBs | Refund faster | The MID is the constraint. |
Filter the case state. Unshipped refunds now. Alert windows beat fighting for ratio. Replace skeleton hours with this brand’s clocks. Train CS on the table, not on “be nice.”
Pairing procedure: Write when CS refunds vs fights. Topic: Refunds.
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