The agent says yes inside the limit, the queue empties, and finance sees one total across every channel and vendor.
For Heads of customer operations and support, the CX vendors behind them and the CFO who reads the refund line, in retail, subscriptions, telecom, utilities and travel.
A support agent closes the ticket, apologises in three languages and then hands the refund to a person, because nobody wrote down how much it may give back. The customer waits two days for twenty euros. The person in the queue spends the afternoon approving twenty-euro refunds.
Then a model slips a decimal, or a customer talks it round, and a €742 dispute becomes a €74,200 refund that every system in the stack allows. The vendor's settings capped one channel and the payment system checked one amount. Nothing counted the day.
Stategram puts one policy in front of every channel: a limit per refund, a named approver above it and one total per customer and per day across chat, voice, email and the people in the queue. The gateway that pays checks the permit first. The queue keeps only the cases a person should decide.
Chat, voice, email, the BPO and the people in the queue draw down the same daily total.
A customer who asks five times gets the policy's answer five times.
Large or unusual refunds go to the person the policy names, in Slack or Teams.
The payment provider or the ERP gateway verifies the permit before it pays, so a refund without one never leaves.
An example written for this page, with round numbers. It uses only what the policy format has today, and it is not a customer's policy.
Inside the rules the agent acts alone. Above a line, the named person decides. Every change to the numbers is a new signed version.
Two weeks, a fixed fee, your limits and a named approver, and the method to do the next workflow yourself.
We will email you to find a time for a 25-minute walkthrough with the founder. No slides, no sales script.
Pick a time in the founder's calendar, or tell us about your agent first.