docs(support): add refund approval limits to support playbook

[CodeCLS]

Summary

Adds concrete refund approval limits to the Refund request branch of the "How to Answer Support Questions" playbook (content/handbook/support/how-to-answer-support-questions.mdx).

Replaces the vague "follow the internal refund handling guidelines in the private handbook" line with explicit thresholds:

• Under $500 — reasonable to decide yourself whether to give the refund.
• $500 and above — contact the leading support engineers at Langfuse and ClickHouse.
• $2,000 and above — contact Clemens.

🤖 Generated with Claude Code

Greptile Summary

This PR adds concrete refund approval limits to the "Refund request" branch of the support playbook, replacing the previous vague pointer to an unspecified private handbook.

• Explicit tiers added: under $500 (self-approve), $500–$1,999 (loop in leading support engineers), $2,000+ (contact Clemens).
• Stale reference remains: A sibling accordion ("Billing / payment issue," line 291) still tells readers to "follow the approval limits in the private handbook," which now contradicts the limits defined in this same file.

Confidence Score: 3/5

Mostly safe, but a leftover sentence in a sibling section will direct support engineers to a private handbook that no longer holds the canonical refund limits.

The new thresholds are clear and well-structured, but line 291 still tells readers to consult the private handbook for refund limits — directly contradicting the limits now defined in this file. A support engineer encountering the billing accordion first would follow the wrong guidance.

content/handbook/support/how-to-answer-support-questions.mdx — line 291 needs to be updated to match the new policy location.

Flowchart

%%{init: {'theme': 'neutral'}}%%
flowchart TD
    A[Refund request received] --> B{Charge correct?}
    B -- Our error --> C[Issue refund]
    B -- Customer error / small plan --> D[Explain politely, offer goodwill credit]
    C --> E{Refund amount?}
    E -- Under $500 --> F[Decide yourself]
    E -- $500–$1999 --> G[Contact leading support engineers at Langfuse & ClickHouse]
    E -- $2000 and above --> H[Contact Clemens]
    F --> I[Process refund in Stripe]
    G --> I
    H --> I

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%%{init: {'theme': 'base', 'themeVariables': {"darkMode": true, "background": "#0d1117", "primaryColor": "#21262d", "primaryTextColor": "#e6edf3", "primaryBorderColor": "#8b949e", "lineColor": "#8b949e", "textColor": "#e6edf3", "edgeLabelBackground": "#161b22", "actorBkg": "#21262d", "actorBorder": "#8b949e", "actorTextColor": "#e6edf3", "actorLineColor": "#8b949e", "signalColor": "#8b949e", "signalTextColor": "#e6edf3", "noteBkgColor": "#373320", "noteBorderColor": "#d4a72c", "noteTextColor": "#f0e6c0", "labelBoxBkgColor": "#21262d", "labelBoxBorderColor": "#8b949e", "labelTextColor": "#e6edf3", "loopTextColor": "#e6edf3", "activationBkgColor": "#30363d", "activationBorderColor": "#8b949e"}}}%%
flowchart TD
    A[Refund request received] --> B{Charge correct?}
    B -- Our error --> C[Issue refund]
    B -- Customer error / small plan --> D[Explain politely, offer goodwill credit]
    C --> E{Refund amount?}
    E -- Under $500 --> F[Decide yourself]
    E -- $500–$1999 --> G[Contact leading support engineers at Langfuse & ClickHouse]
    E -- $2000 and above --> H[Contact Clemens]
    F --> I[Process refund in Stripe]
    G --> I
    H --> I

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Prompt To Fix All With AI

Fix the following 1 code review issue. Work through them one at a time, proposing concise fixes.

---

### Issue 1 of 1
content/handbook/support/how-to-answer-support-questions.mdx:291
**Stale private-handbook reference contradicts new limits**

Line 291 is in the "Billing / payment issue" accordion and still says "For refunds, follow the approval limits in the private handbook." This PR replaces that private-handbook reference with explicit limits in the "Refund request" accordion below, so this sentence now contradicts the new policy. A support engineer hitting the billing section first would be directed to a private document that no longer contains the canonical limits.

_{Reviews (1): Last reviewed commit: "docs(support): add refund approval limit..." | Re-trigger Greptile}

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Project	Deployment	Actions	Updated (UTC)
langfuse-docs	Ready	Preview, Comment	Jul 9, 2026 8:49am

[github-actions]

@claude review

[claude]

LGTM — small docs-only change to the support playbook.

Extended reasoning...

Overview

This PR touches a single file (content/handbook/support/how-to-answer-support-questions.mdx) — a support playbook. It replaces one vague sentence pointing to a private handbook with three explicit refund approval thresholds (Under $500 / $500+ / $2,000+) inside the Refund request branch.

Security risks

None. This is a documentation-only change to an internal/handbook playbook. No code, config, auth, or data-handling paths are touched. The published thresholds are operational guidance, not secrets.

Level of scrutiny

Low. size:XS docs label is accurate — the diff is 7 lines added, 1 removed, in a single MDX file. The change is mechanical (replacing prose with a list) and follows the file's existing markdown style. No CODEOWNER-critical code paths.

Other factors

The bug hunter surfaced one nit — a stale peer reference to "private handbook" ~15 lines up in the Cancel subscription / downgrade / non-renewal section that could now point to the new inline block. It's posted as an inline comment for the author to consider, but it's a documentation-consistency nit and doesn't block the PR's stated goal. Approving with a shadow approval; the author can address the inline nit at their discretion.