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Process refund requests automatically
When a customer requests a refund, Macha looks up their payment in Stripe, processes the refund, and replies on the ticket with confirmation — all without agent intervention.
Handles the full refund flow end-to-end for straightforward requests, saving agents significant time.
Comment ça marche
Ticket Created
Customer requests a refund
I'd like a refund for my last purchase. The product didn't meet my expectations.
Look up customer
Found customer profile in Stripe — last payment $45.00 on Feb 28
Process refund
Issued full refund of $45.00 to original payment method
I'm sorry to hear the product didn't meet your expectations. I've processed a full refund of $45.00 — you should see it reflected in your account within 5-7 business days. Is there anything else I can help with?
Update ticket
Status → Solved, tagged: refund-processed
Triggers et actions
Trigger
Ticket Created
Zendesk
Customer requests a refund
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
Action
Get Customer
Stripe
Get a Stripe customer by ID, or search by email.
Action
List Payments
Stripe
List payment intents with optional filters.
Action
Create Refund
Stripe
Refund a payment, in full or for a partial amount. Asks for confirmation in chat.
Action
Add Comment
Zendesk
Action
Update Ticket
Zendesk
Cas d'usage liés
Look up a customer's payment history
When an agent needs to review a customer's billing, Macha pulls their full payment history from Stripe and presents it in a clean summary — amounts, dates, statuses, and payment methods.
Resolve duplicate charge complaints
When a customer reports being charged twice, Macha checks Stripe for duplicate payments, confirms the issue, refunds the extra charge, and replies with a full explanation.
Handle subscription billing questions
When a customer asks about their subscription, Macha pulls billing details from Stripe and relevant plan info from Notion, then presents a summary for the agent to review and respond.
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