As of 13 August 2026, AI can create a customer refunds procedure.

What to actually do

1. Hand it to a person

   The route this page recommends

   A person who owns the outcome does this end to end, worth it when the failure is dear.

2. Use a tool built for this

   Second choice

3. Do it yourself

   The distant third

   A chat interface, chat-fluent skill, and roughly 30 minutes until you can act on the result.

   How to actually do it

   1. Open your current refund policy, terms and conditions, payment-system instructions, approval matrix and escalation list, then gather the latest versions in one folder.
   2. Paste the gathered material into the prompt, replacing each bracketed slot and removing customer names, payment details and other unnecessary personal data.
   3. Ask the chatbot to produce the procedure, decision tree, staff message templates and verification table in one document.
   4. Compare every drafted eligibility rule, deadline, approval limit and exception against the source policy and mark any mismatch for correction.
   5. Test the decision tree with at least one ordinary refund, one refusal, one payment-method exception and one ambiguous case, then record where a staff member would need to escalate.
   6. Ask a manager or process owner to check the procedure against the live payment systems and current terms, obtain specialist review for unresolved legal points, and publish the approved version with an owner and review date.

   Prompt

   Create a customer refunds procedure for a UK business using only the information below. Do not invent legal rights, deadlines, approval limits, system steps, fees or policy exceptions. Separate statutory consumer rights from our voluntary goodwill policy, and mark any point that needs checking against current UK law or professional advice.
   
   Business type and products or services:
   [INSERT]
   
   Our current refund, cancellation and returns policy:
   [INSERT]
   
   Relevant terms and conditions:
   [INSERT]
   
   Payment methods and systems used:
   [INSERT]
   
   Who can approve refunds, and approval limits:
   [INSERT]
   
   Common refund reasons and examples:
   [INSERT]
   
   Escalation contacts and response targets:
   [INSERT]
   
   Records we must keep and where they are stored:
   [INSERT]
   
   Write the procedure for front-line staff. Include: purpose and scope; definitions; a decision tree for common cases; step-by-step instructions for checking eligibility, approving or refusing a refund, issuing it in each payment system, and recording it; customer message templates for approval, refusal and escalation; fraud or repeat-claim warning signs; exceptions; quality checks; and version-control fields. Use plain UK English. Put unknown information in [CHECK] brackets rather than guessing. End with a table of every factual, legal or operational assumption that a manager must verify before publishing. This is not professional advice.

   Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.