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How to handle refund questions with an AI voice agent

InfiVoice ยท 2026-11-14

Refund calls are sensitive. An AI voice agent can explain your policy, collect the details and pass the request to your team, so the decision stays with you.

Step 1. Write your policy in plain words

Put your return and refund rules in the knowledge base: time limits, conditions and how long a review takes. The agent answers from what you wrote.

Step 2. Decide what the agent may not do

The agent should not approve or promise refunds unless you set that up on purpose. Tell it to explain the policy, take the request and say who will follow up.

Step 3. Collect the details

Ask for the name, the order number or the phone number used to buy, the reason and what outcome the caller wants. One question at a time, then repeat the details back.

Step 4. Stay calm and acknowledge the problem

Ask the agent to recognize the frustration first, then move to the details. Our guide on frustrated callers covers the tone.

Step 5. Escalate when needed

Set rules for disputes, damaged goods or repeated requests. During business hours the agent can offer a transfer, and outside them a callback.

Step 6. Test and review

Call your agent with a few realistic refund scenarios and read the transcripts. Fix any answer that sounds like a promise you did not intend.

What it costs

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.

Frequently asked questions

Can the agent approve a refund?

Only if you set it up that way. Most businesses let the agent collect the request and have a person decide.

What if the caller is angry?

Set the agent to acknowledge the concern, keep the call short and offer a transfer or callback.

Does it work outside business hours?

Yes. The agent answers at any hour and records the request for your team.

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