---
id: procedures.refund
type: procedure
layer: L4
title: How to process a refund
authority: approved
owner: support
status: approved
durability: operational
classification: internal
canonical_source: true
updated: 2026-08-01T00:00:00Z
references: [policies.refunds, customers.acme]
applies_to: [support]
---

1. Read `policies.refunds` and check the purchase date.
2. Check the customer's plan — enterprise accounts are credited, not refunded.
3. Inside the window: action it and note the ticket.
4. Outside the window: escalate. Do not decide alone.