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Execution pattern
Customer refund
Let support move fast without letting policy drift.
What executes
A refund, credit, or goodwill adjustment is issued to a customer.
What normally goes wrong
Refunds are individually small and collectively enormous. Discretion is delegated widely and reviewed narrowly, so drift is only visible once it is a quarterly number.
The decision
The signals available at the moment of the action, and the rule that judges them.
Signals
- Amount against the agent's discretionary limit
- Refund history for this customer
- Original order margin
- Whether goods were returned
The gate
Refuse refunds beyond the issuing agent's discretion, and escalate patterns that look like repeat abuse rather than one-off service.
ALLOW
The refund issues within discretion.
ESCALATE
A larger or repeated refund waits on a supervisor.
BLOCK
The refund does not issue.
Four stages left to right. Input signals — user or agent identity, context and data, tools and resources, spend and budget, policies, history and reputation, and environment — enter the Decionis Protocol. Inside, the protocol normalizes context and intent, evaluates policies and rules, runs a deterministic risk and policy engine, and explains the reason and evidence. It emits a verdict: ALLOW (authorized), ESCALATE (needs approval or more info), or BLOCK (high risk or out of policy). The verdict drives an enforcement action: allow, block, require approval, or throttle and limit. Every decision is recorded for audit, learning, and continuous improvement.
5 policies implement this pattern
Fork one and change the thresholds. Available today on 3 platforms.
Zapier Refund-Within-Policy Gate
Lets the Zap issue refunds that sit inside policy and holds the rest — with the reason code attached to the record.
zapier
LangChain Money-Moving Tool Gate
Wrap `send_refund`, `issue_payout`, or any tool that moves money — the inner tool only fires on an approve verdict.
langchain
Slack Refund-Approval Dossier
Turns the refund approval that happens in a Slack thread into a signed verdict carrying the policy version and reviewer authority.
slack
Zapier Risk-Score Change Pause
Pauses a Zap the moment a customer's risk score crosses the line, instead of letting the automation keep firing.
zapier
Zapier Unknown-Domain Invoice Block
Blocks an invoice or payment instruction from a domain that is not on the verified-vendor list before the Zap pays it.
zapier
Related concepts
This pattern is one answer to each of these.
What to do next
The same five steps for every pattern in the library.
- Simulate this recipe
Run the policy against a realistic action in the browser. Push it past what the rules allow and watch the verdict come back. No account.
- View the signed Decision Dossier
See exactly what was decided and why: the rule that fired, the evidence it read, the policy version in force, and an Ed25519 signature you can verify yourself.
- Deploy in shadow mode
Measure what the policy would have caught on your own traffic without touching the live path. Every recipe defaults to shadow, so the first deployment carries no execution risk.
- Connect a real workflow
Point the same policy at the system where the action actually originates — a checkout, an ERP posting, a Zap, an agent's tool call.
- Share the verified result
Publish the proof: a public verification link, an embeddable badge, a PR comment, or an anonymized shadow-mode finding. This is how the next person discovers Decionis.