Handle Refunds Automatically with the Refund Trigger

The Refund trigger starts a workflow when a refund happens or fails. It lets you confirm refunds to customers and give your team the right follow-up task without manual work.

Filters

• Status: Successful for completed refunds, or Failed when an attempt does not go through.
• Amount: greater than, less than or equal to a value, such as over 100.
• Type: Full Refund or Partial Refund.
• Source: where the refund began, such as a booking calendar, community, payment link, invoice or manual refund.

Filters can be stacked, so you can aim at, for example, successful partial refunds from invoices.

Set it up

1. Go to Automation > Workflows and create a workflow.
2. Click Add New Trigger and select Refund.
3. Name it, such as "Refund processed".
4. Click Add Filters and choose status, amount, type or source.
5. Click Save Trigger, add actions, then Save and Publish.

Example workflows

• Customer confirmation: when a refund succeeds, send an email or text with the amount and expected timing. Refund details are available as values in the Payments group of custom values.
• Failed refunds: send a different message asking for updated details and alert your finance team.
• Large refunds: create a task for a manager to review and add a note.
• Feedback: after a full refund, wait a day and ask what could have been better.

Tips

• Use separate triggers for Successful and Failed, since their messages differ.
• Tag refunded contacts so they are excluded from promotions for a period.

Good to know: Keep a copy of the refund amount in a custom field if you want to report on refund trends later.