One-click refund button
Add a Refund initiated field to support tickets. When your agent flips it to Yes, Frontdesk calls your payment processor, confirms with the customer, and closes the ticket.
Trigger
An agent sets the Refund initiated field on a ticket to Yes.
Built from
Why teams set this up
Approving a refund takes seconds. The follow-through takes twenty minutes per case: process the payment, write the confirmation email, update the record, close the ticket. On busy days a step gets skipped and the customer calls back angrier.
Refunds finish in minutes instead of days
No forgotten confirmation messages
Every refund leaves an audit trail on the ticket
How the automation runs
A customer calls about a damaged order. The AI receptionist opens a ticket with the order number attached. Your agent reviews the photos, flips Refund initiated to Yes, and moves on. Ninety seconds later the refund is processed, the customer has a confirmation email, and the ticket is closed with the payment reference on it.
- 1Ticket field
Your agent reviews the case and flips Refund initiated to Yes
- 2Conditional branch
The sequence verifies the order reference and amount are present before anything fires
- 3API step
A code step calls your payment processor and issues the refund
- 4Email
The customer gets a confirmation with the amount and when it will land
- 5Smart ticket
The ticket closes with the refund reference recorded on it
The same workflow in different businesses
Ecommerce
Damaged-item refunds run end to end from one field flip, with the claim notes kept on the ticket.
Home services
Deposit refunds for cancelled jobs go out the same day, with the confirmation text the office used to forget.
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
Combine behavior, sentiment, service history, and conversation data into proactive retention workflows.
See the journey →Churn risk intervention
Route each at-risk customer into a playbook based on value, issue, urgency, and preferred channel.
See the journey →Renewal journey automation
Coordinate education, value review, objections, approvals, offers, and signatures before the deadline.
See the journey →Common questions
How does the one-click refund button workflow start?
An agent sets the Refund initiated field on a ticket to Yes.
Which channels does this use?
This workflow runs over email. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →More from ticket buttons and field automations
Add a field to any ticket and let flipping it run the work. Your team makes the decision, Frontdesk does the follow-through.
Escalation button
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Callback request button
Flip a Callback requested field and Frontdesk dials the customer for you, retries on no answer, and logs the conversation back to the ticket.
Approval status automation
When an Application status field moves to Approved, the applicant gets a congratulations call, the paperwork email, and a booked next step without anyone touching a phone.