TICK-4488: Lumen Labs — wants refund 6 months into contract

Sarah Chen · VP Customer Success·updated 12d ago·Open in Intercom

Customer: Lumen Labs (Enterprise, signed Jan 2026) Status: Resolved — credit issued Decision: 6-month credit ($48k) per policy v3

Customer message (paraphrased)

"We've been on Northwind for 6 months. The new routing engine doesn't handle our use case well — we built around v1 and the v2 migration broke our workflows. We want a full refund."

Resolution

Per Refund Policy v3 (Sarah Chen, current):

Plan: Enterprise
Time: 6 months in (>90 days)
Outcome: Pro-rated credit, max 6 months. NOT a refund — that window closed.

Approved 6 months of service credit ($48k) given partial product-quality cause (v2 migration was rougher than expected for their use case).

Credit memo issued via NetSuite, logged in SF as RFND-2026.

Customer accepted. Renewal conversation scheduled for Aug 2026.