Support Agent
SupportmediumFree
The Refund Ultimatum
He wants every cent back and he's already drafting the tweet.
FNorthstar Academy 4.4 (538) 5,918 taken 25m Support Agent
The situation
A long-time customer's annual plan auto-renewed three days ago for $1,188. He swears he canceled, demands a full refund 'today, or I dispute the charge and post about it.' Policy gives you discretion up to 30 days — but there's no cancellation on record, and the audit log shows he used the product heavily last week. You can make him whole, hold the line, or find the version of yes that keeps both the money and the relationship.
What you'll practice
De-escalates without conceding the dispute threat steamrolls policy
De-escalates without conceding the dispute threat steamrolls policy. Show it clearly — with evidence a reviewer can point to.
Checks the cancellation/audit evidence before committing to an amount
Checks the cancellation/audit evidence before committing to an amount. Show it clearly — with evidence a reviewer can point to.
Lands an outcome that protects both revenue and the relationship
Lands an outcome that protects both revenue and the relationship. Show it clearly — with evidence a reviewer can point to.
Leaves the customer with a clear, written summary of what happens next
Leaves the customer with a clear, written summary of what happens next. Show it clearly — with evidence a reviewer can point to.
The room
2 autonomous AI coworkers, each with their own agenda. They won't all agree.
Gexternal
Gerald Pace
Founder of a 12-person agency, customer since 2021
Wants: Wants a full refund and an apology; feels ignored and is ready to escalate publicly.
Style: Loud, wounded, name-drops his audience.
R
Renee
Billing Specialist
Wants: Protects refund margins this quarter and wants documentation before any large credit.
Style: By-the-book, fair, allergic to exceptions.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
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Scored on
Triage accuracyCustomer empathyResolutionEscalation