When something unforeseen prevents a customer from making their booking, how you handle their refund shapes how they feel about your brand. The Refund Platform makes that moment simple, quick and human.
Every refund application is assessed on its emergency circumstances. REx, our AI review function, approves and pays out clear-cut applications. Everything else goes to our Customer Experience team: real people who look at each case on its merits.
The customer submits a refund application on the Refund Platform, with documents that support their emergency circumstance.
REx checks that the documents are geniune, categorises the circumstance, and identifies the key details.
REx approves clear-cut applications. Anything that needs more information or a closer look goes to our Customer Experience tea, who assess it on its merits.
Protect Group pays approved refunds directly to the customer. Where you offer Flexible Payouts, customers can choose between a cash refund and future spend with you.
REx is the AI review function built into the Refund Platform. It checks supporting documents, categorises the emergency circumstance and applies our assessment rules. When an application clearly meets our terms, REx approves it, and the refund is paid automatically.
Human judgement where it counts.
REx speeds up clear-cut cases. It doesn't make the final call on difficult ones. Any application REx cannot approve, or that needs more information, goes to our Customer Experience team. Emergencies aren't black and white, so real people assess every complex case.
In control by design.
We decide which circumstances REx can approve on its own, and sensitive conversations are always handled by our team. We could switch AI on for every case. We choose not to.
Send customers to the Refund Platform, and we take it from there: application, assessment, customer communication and payout. Your team stays focused on selling, not on refund admin.
With Flexible Payouts, customers can choose future spend with you instead of a cash refund. That keeps value in your business and brings customers back.
Track refund service levels next to your Refund Protect performance in the Pulse Reporting Dashboard.
