# Refund Workflow Trigger in GHL Customer Care > Automate refund workflows to improve customer service and operational efficiency with the powerful Refund Trigger feature in GHL Customer Care. - Source: https://docs.ghlcustomercare.com/docs/workflows/payments-workflow-triggers/refund-workflow-trigger-in-ghl-customer-care - Section: Workflows / Payments Workflow Triggers - Reading time: 4 min - Images: 7, each explained below --- 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. --- **TABLE OF CONTENTS** - [What is the Refund Workflow Trigger?](#what-is-the-refund-workflow-trigger) - [Key Benefits of the Refund Workflow Trigger](#key-benefits-of-the-refund-workflow-trigger) - [How To Set Up a Refund Workflow Trigger](#how-to-set-up-a-refund-workflow-trigger) - [Using Filters for Refund Trigger](#using-filters-for-refund-trigger) - [Adding Actions to the Refund Trigger Workflow](#adding-actions-to-the-refund-trigger-workflow) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is the Refund Workflow Trigger?** 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046717824/original/ZZBizO4XIRVc1NH8Wjf5KX_5aWgk20WDwQ.png) **Step 1: Create New Workflow (image 1 of 7)** 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. - Where to go: 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 - Controls: Automation, + Create Workflow - Next: Name your workflow Click + Add New Trigger Search for and select the Refund trigger Full procedure: 1. Navigate to Automation using the left-hand navigation bar in your sub-account 2. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046717860/original/_jM5I_qQ61hfhV68VDDVWIITCg7sEk7viw.png) **Step 2: Add Refund Trigger (image 2 of 7)** 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). - What to choose: Name your workflow Click + Add New Trigger Search for and select the Refund trigger - Fields: Name your workflow - Controls: + Add New Trigger, Refund - Next: Click + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options) Example values (illustrative, not read from the screenshot): - Name your workflow: Priya Raman Full procedure: 1. Name your workflow 2. Click + Add New Trigger 3. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046717891/original/cIciIyzT1MEerYNKPA916HLhjhZ8AgfKMQ.png) **Step 3: Add Trigger Filters (image 3 of 7)** 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. - What to click: Click + Add Filters at the bottom of the Workflow Trigger page Apply filters as needed (see next section for details on filter options) - Controls: + Add Filters - Next: Add actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflow Full procedure: 1. Click + Add Filters at the bottom of the Workflow Trigger page 2. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046717915/original/-hXp2tiTpSM_QZk532r_LDiDQB7NzU9xvA.png) **Step 4: Build Out Workflow (image 4 of 7)** 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. - How to confirm: Add actions based on your business needs (notifications, task assignments, etc.) Click Save and Publish the workflow - Controls: Save, Publish - Next: 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. Full procedure: 1. Add actions based on your business needs (notifications, task assignments, etc.) 2. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046717990/original/mDbwWvTTVUB6cF4Ru3425UdHLU4TInLQXg.png) **Using Filters for Refund Trigger (image 5 of 7)** 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. - What to fill in: 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 - Fields: Status: Filter based on refund status, Amount: Filter based on refund value, Source: Filter based on where the refund originated, Full Refund or Partial Refund - Next: After your trigger and filters are set, you can add various actions based on the desired outcome. These examples highlight common use cases. Example values (illustrative, not read from the screenshot): - Source: Filter based on where the refund originated: Website form Full procedure: 1. Status: Filter based on refund status 2. Amount: Filter based on refund value 3. Source: Filter based on where the refund originated 4. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046718045/original/0J6GrOtaNGaUA6OkEa1hWpGMBqpnxwuX-g.png) **Example 1: Send a Confirmation Notification (image 6 of 7)** 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. - What to fill in: 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. - Next: 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 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046718058/original/hVs5vFEY3YJ01ITG3iCZuPG4qaABWrFJjA.png) **Example 2: Assign an Internal Task (image 7 of 7)** 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. - What this covers: Use the Refund Trigger to create a task for your support or success team to follow up with a customer who received a refund. - Next: 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. --- ## **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. --- ## **Related Articles** - [How to Manage Refunds within the CRM](https://docs.ghlcustomercare.com/docs/payments/getting-started-w-payments/how-to-manage-refunds-within-the-crm) - [A List of Workflow Triggers](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/a-list-of-workflow-triggers) - [Subscription & Refund Trigger for Payments](https://docs.ghlcustomercare.com/docs/payments/orders-subscriptions-and-transactions/subscription-refund-trigger-for-payments) - [Workflow Builder Walkthrough](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/workflow-builder-walkthrough) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com