Where they started
Tallow’s support team handled 2,000 refund requests a month by hand. An earlier automation attempt was switched off after it refunded one order twice during a provider outage.
What they built
Refund tickets run through a workflow that confirms the charge, applies policy and refunds with the charge ID as the idempotency key. Anything over $200 waits for an approval in the team chat.
The approval message includes the order, the charge history and the policy rule that applied, so approvers decide in seconds instead of opening three tools.
What changed
71% of refunds close without a person, the rest have a named approver in the audit log, and nothing has been refunded twice since the switch.
