AC3 · Scenario 2

Scenario 2

Repeat charge, frustrated customer

A Prime Video auto-renewal that shouldn’t have happened twice. The CSA uses CS Helper for the hard part — and handles the rest themselves.

Step 01

Incoming chat

Marcus Webb — Prime Video billing. The AI knows the history.

Step 02

AI summarizer

Same charge, second contact. The situation is clear.

Step 03

Past contacts

Same issue 4 months ago. He’s right to be frustrated.

Step 04

Conversation opens

AI pre-fills a greeting. Marcus confirms the charge.

Step 05

Marcus escalates

CS Helper flags a resolution. CSA checks the policy before acting.

Step 06

CS Helper coaching

Policy confirmed. CSA closes CS Helper and acts with confidence.

Step 07

Refund suggested

CS Helper pushes the resolution. CSA sends it to Marcus.

Step 08

Refund confirmed

CSA confirms the refund through the verify modal.

Step 09

Goodwill offered

CS Helper suggests a £10 goodwill credit. Marcus accepts.

Step 10

Contact closes

Marcus ends the chat satisfied.

Step 11

Wrap-up

Summary, actions, and an optional training course.

Incoming chat · Billing inquiry

Marcus Webb

Prime Video billing — second contact about this charge

Customer chat

Marcus Webb

prime

AI summary

Customer contacting about a Prime Video charge of $8.99. Free trial auto-converted. Second contact about the same charge — prior contact 4 months ago.

⚡ Suggested actionIssue a full refund of $8.99 and disable auto-renewal from free trials.

Contact closed — customer ended the chat

Nice work, Dale. De-escalation is one of the harder parts of this job — you got there.

Contact summary

Marcus Webb

Issue

Prime Video auto-renewal ($8.99) — second offense

Actions

Refund issued — $8.99 to Visa ···3847

Auto-renewal from trials — disabled

Goodwill credit — $10 added

Outcome

Resolved — customer satisfied

Duration

6 min 42 sec

Add a contact note (optional)…

What’s next

De-escalation Fundamentals

Based on this contact, added to your Learning Hub. 12 min — whenever you’re ready.

Auto-renewal & free trial policy

CX-POL-2847 · Updated Jan 2026

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