Refund & goodwill gesture playbook
Resolve customer disputes fast with Toolfy evidence, scripted responses, and goodwill credits that protect your online reviews.
Not financial advice
Pricing guidance here is educational. Model rate changes against your own books, suppliers, and market before implementing them.
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-creditand 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.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
When should I offer a refund vs a goodwill credit?
What evidence should I gather for customer disputes?
How do I track customer credits in my system?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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