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Company
Acme Software Ltd.
Ticket ID
#10614
Customer
Olivia Brown
Support Agent
Prince Onyenwe
Status
Refund Approved
Resolution Time
10 Minutes
Customer Conversation
Hello,
I accidentally purchased the wrong subscription plan today.
I haven't used the service yet, and I'd like to request a refund so I can purchase the correct plan instead.
Could you please assist me?
Thank you.
Hello Olivia,
Thank you for reaching out.
I've reviewed your account and confirmed that the subscription hasn't been used.
I've successfully processed a full refund for today's purchase.
The refund should appear on your original payment method within 3–5 business days depending on your bank.
You can now purchase the correct subscription whenever you're ready.
If you need any help choosing the best plan, I'd be happy to assist.
Kind regards,
Prince Onyenwe
Customer Support Specialist
Resolution Summary
- Verified purchase eligibility for refund.
- Confirmed service had not been used.
- Processed full refund.
- Explained refund timeline.
- Offered assistance selecting the correct plan.
Skills Demonstrated
Refund Processing
Account Review
Empathy
Communication
Problem Solving
Portfolio Note
This case study demonstrates my ability to evaluate refund eligibility, communicate company policies clearly, process customer requests efficiently, and maintain a positive customer experience throughout the interaction.