Refunds and Billing Changes

Refunds, credits, subscription edits, AppSumo transfers, revocations, and entitlement overrides are high-impact actions.

Required checks

Confirm requester authority, workspace, billing source, invoice or license reference, plan state, seat count, customer request, and business reason before proposing a billing change.

Customer-safe language

Use “I am reviewing the billing state” or “This requires account review” until the action is approved. Do not promise a refund, credit, or entitlement change before approval.

Audit requirement

Every billing mutation must record actor, target, reason, before/after state, provider/source, and rollback option when reversible.

AI rule

The AI assistant may draft the reply and checklist. It must not decide eligibility or claim a billing action has been applied.