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Use cases / Support

Refunds under $50, done before the queue opens.

Capstan reads new tickets, finds the order and the charges, checks your policy and drafts the answer. Small refunds go out after one click; anything unusual waits for a person.

Start with a templateTalk to sales

Refund requests under $50

run #2,071 · on new ticket

Waiting for approval

  1. Done: Read ticket #48213 from Zendesk: “Charged twice for my order”

    zendesk.tickets.show · 0.4 s

  2. Done: Found two charges of $24.00 on order 10482 in Stripe

    stripe.charges.search · 2 rows · 0.8 s

  3. Done: Checked the refund policy: duplicates are refunded in full

    knowledge · Refunds policy §2 · cited

  4. Waiting for approval: Refund $24.00 and reply on #48213

    Hi Dana, you were charged twice for order 10482. I've refunded the second $24.00 charge; it reaches your card in 5–10 days.

    Asked Priya Nair

Jobs support teams hand to Capstan.

  • FIG 1 — on new ticket · tag billing

    Duplicate charge refunds

    1. Step: Read the ticket and the order
    2. Step: Find matching charges in Stripe
    3. Step: Draft the reply with the policy
    4. Asks first: Refund and reply, under $50
    ZendeskStripe

  • FIG 2 — on new ticket · tag shipping

    Where is my order?

    1. Step: Find the order in Shopify
    2. Step: Read the carrier's tracking
    3. Step: Draft an answer with the date
    4. Asks first: Reply when the parcel is late
    ZendeskShopify

  • FIG 3 — Fridays 16:00

    Weekly ticket digest

    1. Step: Group the week's tickets by reason
    2. Step: Spot reasons that grew
    3. Step: Link five example tickets each
    4. Asks first: Post the digest to #support
    ZendeskNotion

Results (sample)

“The agent does the refunds under $50 and asks me about the rest. I read a summary at nine and I'm done with billing by ten past.”

Priya NairSupport lead, Northgate Bikessample
of billing tickets closed without a person
63%
median first reply, down from 3 hours
4 min
a week back for the team
11 h

Works with

  • Zendesk
  • Intercom
  • Stripe
  • Shopify
  • Gmail
  • Notion
All 120 integrations

Other teams