Northwind Refund Policy v3

This supersedes v2 (which capped refunds at $5k regardless of plan).

TL;DR

Authority matrix

• CSMs can approve refunds up to $2,500 without escalation.
• VP CS approves refunds $2,500–$25,000.
• CFO approval required for refunds > $25,000.

Required steps

1. Verify the plan tier and contract start date in Salesforce.
2. Confirm whether the request is product-quality-related (we are MORE generous) vs preference-related.
3. If product-quality: pull the relevant ticket / incident IDs as context.
4. Process via Stripe (refund) or NetSuite (credit memo) — never both.
5. Log the decision in the customer's account in Salesforce with template "RFND-2026".

What NOT to do

• Do NOT promise refunds in writing before confirming approval. Use language like "I'll look into what we can do" until you've cleared it.
• Do NOT issue refunds for outages under our SLA — those go through the SLA credit process (separate doc).

Escalation contact

Sarah Chen, sarah@northwind.com — primary Maya Okafor, maya@northwind.com — backup when Sarah is OOO