Refund vs. Exchange Decision Framework

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Why this works

A matrix prevents agents from defaulting to refund in every case, which is both costly and often not what the customer wants. Tier-differentiated resolution preserves high-value relationships without over-compensating.

Risks & review

Matrices that are too complex get abandoned under volume pressure. Limit the matrix to 3 return reasons × 3 tier levels as a starting point, and add complexity only when needed.