Refunds resolved
before the customer asks twice.
Refund requests are repetitive, time-sensitive, and unforgiving. A delayed refund turns a one-time mistake into a chargeback, a bad review, and a lost customer. A Loomal agent reads the request, validates the order, processes the refund through your payment provider, and confirms — all from one identity with full audit.
API Primitives used
mail_list_messagesPick up the request
Agent watches the refunds inbox for new messages. extractedText feeds clean text into the policy classifier.
vault_getPull payment credentials
Stripe, Adyen, or Braintree API keys live encrypted in the vault — scoped to the refund identity, never exposed in logs.
mail_replyConfirm in-thread
Once processed, the agent replies in the original thread with the refund ID and ETA so the customer doesn't have to chase.
Refund queues create chargebacks.
Every support team has a refund SLA they miss. The request comes in, sits in a queue, gets handed to a rep, who looks up the order, checks policy, opens the payment dashboard, processes the refund, and writes back. By the time that chain finishes, the customer has already disputed the charge with their bank — turning a simple refund into a chargeback fee and a fraud-risk metric.
An agent shrinks the chain. With access to the inbox, the order data, and the payment API in a single identity, the entire refund — read, validate, process, confirm — happens in seconds. The customer hears back in the same thread they wrote into, and the chargeback never gets filed.
How to build it.
mail_list_messagesRead the request
Agent picks up the message, extracts the order number, customer email, and stated reason. Policy rules decide whether it qualifies.
vault_getProcess the refund
Agent pulls the payment provider key from the vault, calls the refund API, and stores the receipt back in the customer record.
mail_replyConfirm in-thread
A clean reply goes back with refund ID, amount, and timing — closing the loop without a human ever opening the message.
Example prompt
“Watch refunds@ for messages mentioning a refund. For any order under $200 placed in the last 30 days, process the refund through Stripe automatically and reply to the customer with confirmation.”
What support teams build.
Policy-bound auto-refunds
Agent processes refunds that fit policy automatically and routes edge cases to a human with the request and order data attached.
Subscription cancellations
Customer cancels mid-cycle, agent calculates the prorated refund, processes it, and confirms in-thread.
Duplicate-charge detection
Agent spots double charges in the payment provider, refunds the duplicate proactively, and emails the customer.
Chargeback prevention
When a customer mentions disputing the charge, agent prioritizes the refund and sends evidence to the rep handling the case.
Marketplace refunds
Multi-seller marketplaces use agents to handle the seller-side ledger update alongside the buyer-side refund.
Why refunds need a vault-backed identity.
Refund automation has historically been gated by credential access. The team that owns email can't touch payment keys, and the team that owns payment can't see the inbox. Splitting the workflow across two systems means every refund is a manual handoff.
Loomal collapses both into one identity. The vault holds the payment credentials securely. The inbox holds the customer conversation. The agent reads, processes, and replies — with every action audit-logged against the human who delegated the work.
Payment keys encrypted
Stripe and Adyen keys live in AES-256-GCM vault entries, never logged or exposed in plaintext outside the API call.
Per-refund audit trail
Every refund logs request, vault read, payment call, and reply — complete chain for finance and compliance.
Scoped per environment
Production and sandbox keys can live in separate identities with no cross-access risk.
Refund customers in seconds, not days.
From inbox request to processed refund, in one autonomous loop.