This article explains the algorithm for retaining users who have requested a refund.
If a CS agent receives a refund request from a customer, they must find out the order number.
Next, you need to add ONLY the order number to the “Refund” channel in Slack.
In response, you will receive a link to the Opportunity created in Go High Level. At the same time, the fulfillment Team must suspend this order if it has not yet been shipped, and add a note to Notes in Go high level (order is on hold or has already been delivered)
The opportunity will automatically be moved to the Review stage. At this stage, management must decide what to do with the order. If the order needs to be retained, the opportunity must be manually moved to the Approved stage, and an appropriate comment must be added. Otherwise, management may close the Opportunity by marking it as Lost.
When an Opportunity reaches the Approved stage, it is automatically assigned to one of the Sales agents. After the Sales agents have worked with the customer, they must add a comment and close the Opportunity, marking it as Lost/Won.
When Opportunity is marked as Won or Lost, a corresponding message will be sent to the “refund-won-lost” channel. CS team and fulfillment team should continue working on this order according to whether it is Lost or Won.