Let bots check refund requests against your policy and find out why customers leave

🧰 Before you start

• A plan that includes Grok Bot (The X Subscription Premium from USD 30/month or higher; older SuperGrok and paid Cursor plans still work) and the Grok Bot app on your phone or computer
• Your refund policy written as clear rules (time limits, conditions, exceptions)
• Access to where requests arrive (helpdesk or support email) and, ideally, read access to your payments system

🪜 Steps (tick as you go)

1. ☐
   1. Write your refund rules down

   Turn your refund policy into short rules: within how many days, for which products, with what proof, and which cases always go to you.

2. ☐
   2. Connect your tools

   In Grok Bot, open Connectors and tell it what you want to connect (your helpdesk or support inbox, and your payments system). Approve with one click. Start with read-only access.

3. ☐
   3. Create a Support bot and add the rules

   Create a new Bot, attach your refund policy file and paste the 'Refund reviewer' prompt below.

4. ☐
   4. Approve each decision

   The bot suggests grant or deny with its reason and a draft reply. Nothing happens until you approve. Check its reasoning closely for the first two weeks.

5. ☐
   5. Run a weekly churn report

   Churn means customers leaving. Use the 'Why customers leave' prompt to group last week's cancel threats by reason, length of subscription and competitors mentioned.

6. ☐
   6. Ask it to reproduce bugs

   For software or website problems, tell it to try to recreate the issue on its own computer, record a short video and write the steps, so whoever fixes it starts with proof.

7. ☐
   7. Turn the jobs into routines

   A routine is a job that repeats on its own. Ask the bot to make the refund review run every morning and the churn report every Monday. Check results from the Grok Bot phone app.

8. ☐
   8. Optional: an hourly alertOptional extra

   Use the 'Hourly alert' prompt so it messages you only when something unusual happens, such as a spike in refund requests.

💬 Prompts to copy

You are the refund reviewer for [business name]. Our refund policy is attached: [policy file name]. Summary: [e.g. full refund within 14 days if unused; no refunds on digital downloads after download; always ask me about orders over USD 200].
Every morning at [9am], read new refund requests in [helpdesk queue / support inbox label].
For each one, check the order or payment in [payments system] and tell me: customer, order, what they asked for, which policy rule applies, your suggestion (grant, partial or deny) with the reason, and a short, polite draft reply.
If a case isn't clearly covered by the policy, mark it 'Needs you'. Never issue a refund or send a reply until I approve that specific case.

Every Monday, look through last week's support tickets in [helpdesk] for customers who threatened to cancel, asked to cancel or mentioned a competitor.
Group them by root reason (price, missing feature, bug, service, competitor) with a count and 2 short quotes each. Show whether the reasons differ by how long they've been a customer [under 3 months / 3-12 months / over a year]. List every competitor mentioned and how often.
Finish with the 3 changes that would keep the most customers, and say which ones are guesses.

Every hour, check [helpdesk] and [payments system]. Message me only if: refund requests are more than [double] the usual hourly number, any ticket has waited over [4] hours, or the same problem is reported by [3] or more customers. Say what you saw and link the tickets. If nothing is unusual, stay quiet.

🔗 Links

• x.ai: Grok Bot for Support, by David Gan (source): https://x.ai/bot/guides/grok-bot-for-support
• Grok Bot docs (official): https://docs.x.ai/grok-bot/overview

From https://usecasy.com/use-case/grokbot-support-refunds-churn/ · Guide checked 19 October 2026 · Prices are rough and shown in USD unless stated (MYR where relevant).