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docs(support): add refund approval limits to support playbook #3268

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docs(support): add refund approval limits to support playbook #3268

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8 changes: 7 additions & 1 deletion content/handbook/support/how-to-answer-support-questions.mdx
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Expand Up @@ -302,7 +302,13 @@
2. Determine if the charge was correct (customer's mistake / they didn't downgrade in time) or our error (billing bug / contract misalignment / EE-license-removal-doesn't-cancel confusion above).
3. Customer error and they're on a small plan: explain politely, offer goodwill credit if appropriate.
4. Our error or genuine misunderstanding: refund.
5. For approval limits and when to loop in the team, follow the internal refund handling guidelines in the private handbook. Do not approve refunds beyond your limit unilaterally.
5. Follow the approval limits below. Do not approve refunds beyond your limit unilaterally.

**Approval limits:**

- **Under $500:** it's reasonable to decide yourself whether to give the refund.
- **$500 and above:** contact the leading support engineers at Langfuse and ClickHouse before issuing the refund.
- **$2,000 and above:** contact Clemens.

Check warning on line 311 in content/handbook/support/how-to-answer-support-questions.mdx

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Claude / Claude Code Review

Stale 'private handbook' refund reference on line 291 

The 'Cancel subscription / downgrade / non-renewal' section still says "For refunds, follow the approval limits in the private handbook" — but this PR just published those limits inline, six lines below in the Refund request section. Consider updating that reference to point to the new inline block (e.g. "For refunds, see the approval limits under Refund request below") so readers in the cancellation branch aren't sent to a private source for numbers that now live in the same file.
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