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The Refund Workflow Trigger allows you to automate important tasks whenever a refund is issued. Whether you're notifying customers, assigning internal follow-ups, or handling failed refunds, this trigger streamlines your workflows to save time and enhance the overall customer experience.
The Refund Workflow Trigger allows you to automatically launch workflows when a refund occurs. This automation can be filtered by refund status, amount, type, and/or source. It enables seamless responses to refund events like sending confirmation messages to customers or assigning internal tasks to team members.
Key Benefits of the Refund Workflow Trigger
Automating actions around refunds helps you deliver better service, respond faster, and minimize manual work. These benefits enhance team efficiency while improving customer experience.
Customer Notifications: Automate refund confirmation messages via SMS or email to reduce support requests.
Team Task Assignment: Create follow-up tasks automatically to ensure your team acts promptly.
Filtered Automation: Launch workflows only when refunds meet specific criteria (amount, type, status, source).
Improved Customer Satisfaction: Deliver timely updates during refund processes to improve trust and retention.
Proactive Handling of Failed Refunds: Trigger alternative workflows when refunds fail, reducing churn risk.
Efficient Operations: Eliminate manual processes and ensure consistent handling of refund scenarios.
How To Set Up a Refund Workflow Trigger
Setting up the Refund Workflow Trigger ensures that your refund processes are automated, timely, and customized to your specific business rules.
Step 1: Create New Workflow
Navigate to Automation using the left-hand navigation bar in your sub-account
Click the + Create Workflow button in the top-right corner to create a new workflow
Step 1: Create New Workflow (image 1 of 7)What this shows Navigate to Automation using the left-hand navigation bar in your sub-account Click the + Create Workflow button in the top-right corner…What this showsIllustrates the "Step 1: Create New Workflow" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Step 1: Create New Workflow" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Navigate to Automation using the left-hand navigation bar in your sub-account Click the + Create Workflow button in the top-right corner to create a new workflow. Immediately after, the guide continues: Name your workflow Click + Add New Trigger Search for and select the Refund trigger.Image 1 of 7Where to goNavigate to Automation using the left-hand navigation bar in your sub-account Click the + Create Workflow button in the top-right corner to create a new workflow
Buttons and menus referencedAutomation+ Create Workflow
Next stepName your workflow Click + Add New Trigger Search for and select the Refund triggerAll 2 steps in this procedure
Navigate to Automation using the left-hand navigation bar in your sub-account
Click the + Create Workflow button in the top-right corner to create a new workflow
Step 2: Add Refund Trigger
Name your workflow
Click + Add New Trigger
Search for and select the Refund trigger
Step 2: Add Refund Trigger (image 2 of 7)What this shows Name your workflow Click + Add New Trigger Search for and select the Refund triggerWhat this showsIllustrates the "Step 2: Add Refund Trigger" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Step 2: Add Refund Trigger" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Name your workflow Click + Add New Trigger Search for and select the Refund trigger. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Click + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options).Image 2 of 7What to chooseName your workflow Click + Add New Trigger Search for and select the Refund trigger
Fields in this part of the guideName your workflow
Buttons and menus referenced+ Add New TriggerRefund
Next stepClick + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options)
Example values
Name your workflow
Priya Raman
Illustrative values showing the expected format. They are not read from the screenshot.
All 3 steps in this procedure
Name your workflow
Click + Add New Trigger
Search for and select the Refund trigger
Step 3: Add Trigger Filters
Click + Add Filters at the bottom of the Workflow Trigger page
Apply filters as needed (see next section for details on filter options)
Step 3: Add Trigger Filters (image 3 of 7)What this shows Click + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options)What this showsIllustrates the "Step 3: Add Trigger Filters" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Step 3: Add Trigger Filters" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Click + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options). Immediately after, the guide continues: Add actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflow.Image 3 of 7What to clickClick + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options)
Buttons and menus referenced+ Add Filters
Next stepAdd actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflowAll 2 steps in this procedure
Click + Add Filters at the bottom of the Workflow Trigger page
Apply filters as needed (see next section for details on filter options)
Step 4: Build Out Workflow
Add actions based on your business needs (notifications, task assignments, etc.)
Click Save and Publish the workflow
Step 4: Build Out Workflow (image 4 of 7)What this shows Add actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflowWhat this showsIllustrates the "Step 4: Build Out Workflow" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Step 4: Build Out Workflow" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Add actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflow. Immediately after, the guide continues: Filters give you control over exactly when the refund workflow will activate, ensuring it's only triggered by relevant refund scenarios. These filters can be used individually or stacked with each other to give you more control.Image 4 of 7How to confirmAdd actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflow
Buttons and menus referencedSavePublish
Next stepFilters give you control over exactly when the refund workflow will activate, ensuring it's only triggered by relevant refund scenarios. These filters can be used individually or stacked with each other to give you more control.All 2 steps in this procedure
Add actions based on your business needs (notifications, task assignments, etc.)
Click Save and Publish the workflow
Using Filters for Refund Trigger
Filters give you control over exactly when the refund workflow will activate, ensuring it's only triggered by relevant refund scenarios. These filters can be used individually or stacked with each other to give you more control.
Status: Filter based on refund status
Successful: Trigger only after a completed refund.
Failed: Trigger when a refund attempt fails.
Amount: Filter based on refund value
Greater than, Less than, or Equal to a specific dollar amount (e.g., refund > $100)
Source: Filter based on where the refund originated
Options include Calendar, Communities, Payment Link, Invoices, Manual, and more.
Type: Filter based on the type of refund
Full Refund or Partial Refund
Using Filters for Refund Trigger (image 5 of 7)What this shows Status: Filter based on refund status Amount: Filter based on refund value Source: Filter based on where the refund originated Type…What this showsIllustrates the "Using Filters for Refund Trigger" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Using Filters for Refund Trigger" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Status: Filter based on refund status Amount: Filter based on refund value Source: Filter based on where the refund originated Type: Filter based on the type of refund. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: After your trigger and filters are set, you can add various actions based on the desired outcome. These examples highlight common use cases.Image 5 of 7What to fill inStatus: Filter based on refund status Amount: Filter based on refund value Source: Filter based on where the refund originated Type: Filter based on the type of refund
Fields in this part of the guideStatus: Filter based on refund statusAmount: Filter based on refund valueSource: Filter based on where the refund originatedFull Refund or Partial Refund
Next stepAfter your trigger and filters are set, you can add various actions based on the desired outcome. These examples highlight common use cases.
Example values
Source: Filter based on where the refund originated
Website form
Illustrative values showing the expected format. They are not read from the screenshot.
All 4 steps in this procedure
Status: Filter based on refund status
Amount: Filter based on refund value
Source: Filter based on where the refund originated
Type: Filter based on the type of refund
Adding Actions to the Refund Trigger Workflow
After your trigger and filters are set, you can add various actions based on the desired outcome. These examples highlight common use cases.
Tip: Refund custom values are also available inside the Payments section in Custom Values. This allows you to send include specific refund details within your messages.
Example 1: Send a Confirmation Notification
A practical use case for the Refund Trigger is automating customer notifications. For instance, if a refund is processed successfully, an automated email can be sent to inform the customer of the successful transaction. Conversely, if a refund fails, a different automated message can be triggered to notify the customer of the issue and provide further instructions. This ensures timely communication and enhances customer satisfaction during potentially frustrating situations.
Example 1: Send a Confirmation Notification (image 6 of 7)What this shows A practical use case for the Refund Trigger is automating customer notifications.What this showsIllustrates the "Example 1: Send a Confirmation Notification" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Example 1: Send a Confirmation Notification" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: A practical use case for the Refund Trigger is automating customer notifications. For instance, if a refund is processed successfully, an automated email can be sent to inform the customer of the successful transaction. Conversely, if a refund fails, a different automated message can be triggered…. Immediately after, the guide continues: Use the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund.Image 6 of 7What to fill inA practical use case for the Refund Trigger is automating customer notifications. For instance, if a refund is processed successfully, an automated email can be sent to inform the customer of the successful transaction. Conversely, if a refund fails, a different automated message can be triggered to notify the customer of the issue and provide further instructions. This ensures timely communication and enhances customer satisfaction during potentially frustrating situations.Next stepUse the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund.
Example 2: Assign an Internal Task
Use the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund.
Example 2: Assign an Internal Task (image 7 of 7)What this shows Use the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund.What this showsIllustrates the "Example 2: Assign an Internal Task" section of "Refund Workflow Trigger in GHL Customer Care".This screenshot appears in the "Example 2: Assign an Internal Task" section of "Refund Workflow Trigger in GHL Customer Care". The text alongside this image reads: Use the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund. Immediately after, the guide continues: Q: Can the Refund Trigger handle multiple refunds for the same contact? Yes. Each refund instance is treated as a new trigger event. By default, each refund event (even for the same customer) will trigger the workflow again.Image 7 of 7What this coversUse the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund.Next stepQ: Can the Refund Trigger handle multiple refunds for the same contact? Yes. Each refund instance is treated as a new trigger event. By default, each refund event (even for the same customer) will trigger the workflow again.
Frequently Asked Questions
Q: Can the Refund Trigger handle multiple refunds for the same contact? Yes. Each refund instance is treated as a new trigger event. By default, each refund event (even for the same customer) will trigger the workflow again.
Q: Will this trigger if I refund through Stripe directly or another external provider? No. The refund must be issued inside GHL Customer Care for the trigger to fire. The payment processors supported in GHL Customer Care are Stripe, Authorize.net and NMI. The integration must be set up and the refund must go through GHL Customer Care in order for the trigger to fire.
Q: How do I use this trigger for partial refunds only? Add a condition to the trigger for Refund Type = Partial. You can use multiple conditions (like Refund Type + Refund Failed) to filter events even more accurately.
Q: What happens if the refund fails? The workflow can still fire based on the selected filters. Use the Refund Failed = True filter to manage cases where the refund fails. This is useful to notify team members of a failed refund.
Q: What if I want to notify internal teams instead of the customer? You can use internal actions such as tasks or internal emails to notify internal teams of a refund.
