Refund Request and Approval Workflow

What happens if a refund amount falls right at the threshold between manager and finance approval?

You set the exact dollar threshold in the Route Approval by Amount step, so there's no ambiguity about which path a request takes. If you want a buffer zone or a different split (e.g., percentage-based rather than fixed amount), you can edit that routing logic directly in assess.one without touching any code.

Can this handle a refund request that fails the eligibility check?

Yes. The Agent Checks Eligibility step persists an eligibility outcome, and the Route on Eligibility Outcome step sends ineligible requests straight to the decline path — skipping manager or finance review entirely. The customer receives an automatic decline email with the reason, and the request closes without ever reaching an approver's queue.

What if the manager declines but finance would have approved it, or vice versa?

Each amount tier only ever reaches one approver — smaller amounts go to the manager, larger ones go to finance — so there's no conflicting decision between the two. If your team wants dual sign-off above a certain amount, you can add a second approval step in the workflow builder so both roles weigh in before the refund is processed.

How do we customise the approval thresholds or add another approval tier?

Open the workflow in assess.one and edit the Route Approval by Amount step to change dollar thresholds, or insert a new approval step (e.g., director approval above a higher amount) directly in the builder. Changes take effect immediately — there's no redeployment or IT ticket required.

Who needs access to this workflow?

Agents need access to create and update refund request records and log eligibility outcomes. Managers and finance approvers need access to the Manager Approval and Finance Approval steps respectively, and you control exactly who sees which step through role assignments in assess.one. Customers don't need platform access at all — they only receive email notifications.

What if we need an audit trail for compliance or finance reconciliation?

Every status change — from Open through Under Review, Pending Approval, Approved or Declined — is recorded automatically with a timestamp and the responsible user. This gives you a complete record of who checked eligibility, who approved or declined, and when the refund was processed, which you can pull for audits or reconciliation.

Can this handle high refund volumes without approvers getting overwhelmed?

Yes — because routing is automatic based on amount and eligibility, approvers only see requests that actually require their decision, not the entire queue. You can also add notification rules inside assess.one so managers and finance get alerted the moment a request lands in their queue, keeping turnaround fast even at volume.

What happens at the Process Refund Payment step — does assess.one issue the payment?

The Process Refund Payment step marks the refund as approved and ready for processing, and you configure it to match how your team actually issues payments — whether that's a manual finance action or an integration with your payment or accounting tool set up inside assess.one. The customer confirmation email fires once this step completes.

How long does it take to get this workflow live?

Publishing takes minutes — there's no implementation project or software installation involved. Once published, your team can start submitting and approving refund requests immediately inside assess.one.

Can we customise the customer notification emails for approved versus declined refunds?

Yes, both the Email Customer: Refund Approved and Email Customer: Refund Declined steps use templates you can edit directly in assess.one — adjust the wording, add your branding, or include specific policy references for declines. Notification triggers, recipients, and content are all configurable without any external tools.