---
title: "Internal: Refund exception and escalation policy"
description: Internal approval rules for refund exceptions and escalations.
---

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# Internal: Refund exception and escalation policy

## Internal approval rules for refund exceptions and escalations.

## Refund exceptions

Support specialists may approve standard policy refunds when eligibility is clear. Escalate high-value orders, suspected abuse, chargebacks, repeat exceptions, and requests outside the policy to a team lead.

Document the reason, evidence, approval, and customer communication in the ticket.

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