VoxCommerce

Refunds

Cash refunds are the strictest path; tighten or loosen here.

Refund window (days)Days from delivery during which a refund may be issued

Per-call refund cap (cents)Hard ceiling for any single call (USD cents)

Per-customer daily cap (cents)

VIP customer cap (cents)

Store credit

Often safer than cash and keeps revenue in-house.

Credit window (days)Must be ≥ refund window

Bonus % when offered as creditAdds incentive to choose credit over cash

Cancellations & changes

Cancel window (minutes after order)

Subscription pause max (days)

Subscription skip (max consecutive)

Routing & VIP

High-value routing threshold (cents)Calls above this amount escalate immediately

Exclusions

SKUs and customers the agent will refuse to act on.

Excluded SKUs

Blocked customer emails

Effective summary

This is roughly what gets injected into the agent system prompt at call start.

refund_window_days: 30
store_credit_window_days: 60 (bonus +10%)
cancel_window_minutes_after_order: 60
per_call_refund_cap: $100.00
per_customer_daily_cap: $250.00
vip_customer_cap: $500.00
high_value_routing_threshold: $250.00
subscription_pause_max_days: 30
address_change_allowed: pending, on_hold
excluded_skus: 1
blacklist_emails: 0