TR

Transactions, Delivery & Support

Refund Recovery

Refund approved → refund completes → alternatives → repurchase or exit

Keep the customer informed through the refund and, once it is complete, help them find a better alternative rather than ending the relationship at the refund.

  • Delivery & Confirmation
  • Email
  • Push
  • SMS
  • In-app message

19 steps · 3 decisions · 1 exit · 1 handoff

Open the canvas

Flow structure

  • 19 steps
  • 3 decisions
  • 1 exit
  • 1 handoff

Core rule

Do not start a recovery offer before the refund itself is complete.

Trigger

A refund is completed.

Segment / Eligibility

  • Refunded customers eligible for a relevant next purchase.

Journey KPIs

  • Post-refund repurchase rate