Refund Policy Chatbot Testing

When this matters

• An ecommerce bot needs to distinguish return eligibility, refund method, and warranty replacement.
• A SaaS bot must handle annual subscriptions, partial months, cancellation timing, and chargeback threats.
• A support QA lead wants to catch bots that invent store credits, fee waivers, or goodwill exceptions.

How to run it

1. Upload the refund policy, cancellation policy, billing FAQ, and escalation playbook.
2. Generate date-sensitive questions with missing order details and conflicting customer claims.
3. Check whether the bot cites the right policy source and refuses unsupported amounts.
4. Mark replies that promise refunds, credits, price matches, or manual account changes without authority.
5. Create safer reply templates and rerun the regression suite before launch.

Common risks

• Wrong refund amounts create direct revenue leakage and customer precedent.
• A bot may confuse cancellation eligibility with refund eligibility.
• Regional consumer rights can require escalation when the standard policy is not enough.