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Refund delay — 14 days past SLA
Priority: High · Channel: Email · Sentiment: Frustrated
Customer reports refund still not processed after two weeks. Mentions switching to a competitor.
What's the root cause and approved resolution for this refund delay?
This matches a trending VoC cluster: "Refund processing delays" (+38% this week). Root cause: batch payout queue backlog on weekends.
Approved resolution: Escalate to Finance Tier-2, issue €15 service credit, and confirm 48h SLA in writing.
Sources: Refund Policy v3.2 · Ticket #44102 · VoC Topic Cluster
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