What triggers a credit
Two things reverse a confirmed resolution and trigger a credit.
A customer coming back about a different issue does not trigger anything.
The default negative threshold is 1 or 2 out of 5, and an account policy can set a different one. The survey must rate that resolution, and repeat submissions do not create extra credits. A rating that is later raised does not un-void the resolution. A void is final.
The two windows are different things. The 30 days is how long a reopen can void a resolution.
Negative feedback has no time limit at all: a rating given long after the resolution still voids
it.
What you do
Nothing. There is no claim step, no form, no ticket, and no request to send. If a trigger fires, the credit follows.Once a resolution is confirmed, its fee is locked
After a resolution is confirmed, the fee is locked. A teammate who messages the customer afterwards, or takes over the conversation afterwards, does not cancel it. Only the two triggers above can reverse it.When it arrives
What the credit covers
The credit returns the orchestration fee for that resolution plus that resolution’s own model-cost lines as shown on its receipt. It does not touch any other resolution. If you bring your own model keys, your provider bills you directly for model cost, that cost is never on a Tied invoice, and so it is not part of the credit.What form the credit takes
The credit is applied against your next invoice. It is not paid back to a card, and the original charge is not edited after the fact. Your invoice shows the original charge in the period it was billed and the credit netted against the next one, so both are visible and reconcile.No cap
- There is no limit on how many resolutions can be credited.
- There is no limit on the total amount credited.
- Negative feedback has no time limit.
Credited resolutions leave your numbers
A credited resolution no longer counts as a resolution. It is removed from the resolution counts in your reports, so the reported number and your invoice stay in step.Before a resolution is billed
Everything above applies to resolutions that were already billed. A resolution that is never confirmed is never billed in the first place, and a person messaging the customer before confirmation makes it unbillable. See What counts as a resolution.Next
What counts as a resolution
The confirmation tiers, the cases that never bill, and the receipt behind every charge.
Credits
How credits post and where they appear on your invoice.