Refund Request
A bot that can handle customers’ refund request queries simplifies the customer journey while enhancing the customer experience. It reduces the need for customers to navigate through complex refund policies or wait for customer support agents, saving valuable time and effort. The bot can provide instant and accurate information regarding refund eligibility, timelines, and process, ensuring transparency and reducing potential confusion or frustration.
Furthermore, a refund request bot can streamline the refund process by automating the necessary steps, such as initiating the refund, generating refund confirmation emails, or tracking refund status. This automation not only improves efficiency but also minimises errors or delays in processing refunds, leading to increased customer satisfaction.
Customer submits a request for a refund due to a cancellation or other reasons. The bot asks for relevant information such as:
- Booking reference
- Reason for the refund request
The bot verifies the details and checks if the booking is eligible for a refund by making an API call.
Authentication and verification are essential before providing information. Including frequently asked questions and step-by-step instructions with GIFs or images can improve the flow. Custom events can be used to measure success metrics.
This is a typical design for a refund request flow within a bot:
