Refund & goodwill gesture playbook

When something goes wrong, speed and tone matter more than the pound amount. Use this playbook to decide when to refund, when to credit, and how to communicate so reviews stay five stars.

1. Classify the issue

| Scenario | Evidence | Default action | | --- | --- | --- | | Service defect (Toolfy job photos show miss) | Re-do or partial refund | Partial refund + priority re-book | | Customer expectation gap | Signed scope matches work | Goodwill credit (£25–£50) | | No-show / late arrival | Timeline shows we were late | Waive callout fee, offer 10% off next visit |

2. Toolfy evidence pack

• Pull job photos, technician notes, and timeline events into a PDF (use “Export job” button).
• Attach the invoice + signed quote so the customer sees what was agreed.
• Store the pack under Documents /Disputes/{job_id} for future reference.

3. Communication templates

Refund approved

Hi {{customer_name}}, we reviewed job {{job_id}} and agreed a £{{refund}} refund is fair. It’ll land via {{method}} within 3–5 days. We’ve also scheduled {{follow_up}} to make things right.

Goodwill gesture

Thanks for the candid feedback. While the job matches the signed scope, we value your time. Here’s a £{{credit}} credit on your account—use it anytime in the next 12 months.

4. Recording credits in Toolfy

• Create a “Credit note” invoice template with negative line items.
• Tag the customer Has-credit and store the amount in a custom field.
• When applying the credit, link the original job ID so finance can trace it.

5. Governance

• Set thresholds: e.g., team leads can approve credits up to £50, anything higher needs ops director sign-off.
• Log every refund/credit decision in Toolfy comments so support sees the history.
• Review monthly to spot patterns (same technician, recurring job type) and fix root causes.

Need printable versions of the templates? Email support@toolfy.io for our dispute-response deck.