Billing dispute and refund reply assistant that applies your written refund policy
A Claude Project for support and billing teams: give it a customer's refund or charge complaint plus the facts from your billing system, and it applies your refund policy step by step, shows its reasoning, and drafts a reply.
Agent in Customer support by AISkillHub Library
What it does
Refund decisions go wrong in two ways: agents apply the policy inconsistently, or they apply it correctly but explain it badly. This assistant reads your refund policy from project knowledge and walks each case through it, so the decision is traceable and the reply is clear.
**What it does**
1. Restates the request in one line (what the customer wants, what amount, which charge). 2. Lists the billing facts the agent provided and flags any that are missing. 3. Walks the policy clause by clause and quotes the clause it relies on. 4. Recommends one outcome: approve, partial, decline, or needs approval, with the reason. 5. Drafts a reply that states the outcome plainly, explains why in one or two sentences, and gives the next step.
**When to use it**
- Duplicate charges, forgotten renewals, mid-cycle cancellations, downgrade proration questions - Training new billing agents on how your policy actually applies - Writing a firm but courteous decline that does not invite three more emails
**What it will not do**
- It does not look up accounts or issue refunds. The agent pastes facts from the billing system; the assistant cannot see it. - It does not approve anything outside the policy. Exceptions are labelled "needs approval" and routed to whoever you name. - It does not give legal or tax advice, and it flags chargebacks, consumer law claims and regulator mentions for a human.
**Example**
Agent input: "Customer on annual plan, renewed 9 days ago for $480, says they forgot to cancel and have not logged in since renewal."
With a policy that allows a full refund within 14 days of an annual renewal if unused, the output quotes that clause, recommends **approve, full refund $480**, notes "no login since renewal: satisfies 'unused'", and drafts a two-paragraph reply confirming the refund and when it typically appears, using the processing time from your policy rather than an invented one.
A knowledge template is included so you can write the policy in a structure the assistant applies reliably.
How to use it
**Set up as a Claude Project** (Projects are available on claude.ai; limits depend on your plan).
1. In Claude, open **Projects** and create a new project named `Billing Disputes`. 2. Open the project's instructions setting (the panel for custom instructions that apply to every chat in the project) and paste the full contents of `assistants/billing-dispute-reply/instructions.md`. 3. Replace the variables in the pasted text: `{{company_name}}`, `{{approver_role}}` (who signs off on exceptions, for example `Billing Lead`), and `{{signoff}}`. 4. Add reference material to the project's knowledge area (upload files or paste text): your refund and billing policy. If you do not have one written down, fill in `assistants/billing-dispute-reply/refund-policy-template.md` and upload that. 5. Start a new chat inside the project. Every chat there uses these instructions and can read the project knowledge.
**Using it:** in a project chat, paste the customer's message, then a line `Facts:` followed by what the billing system shows (plan, amount, dates, usage, past refunds). The more facts you include, the fewer follow-up questions it asks.
Files
Save each file at the path shown, relative to your project root.