Automated Refund Flow
Nov 2019 - Dec 2021
Ubisoft
Supervisor, E-Commerce Operations
Designed and delivered an automated refund flow integrated with the Tecsys order management system that auto-refunds players who meet defined eligibility rules, a multi-month build with dev, design, and business teams that materially reduced e-commerce CS ticket pressure.
01 // The Problem
Manual refund handling drove high CS ticket volume, slow response times, and inconsistent player outcomes. Every refund needing human review created a bottleneck and a poor player experience.
02 // Approach
I worked with dev, design, and business teams to turn a manual refund bottleneck into a rules-based automation flow inside Tecsys.
The delivery centered on three steps:
- Define refund eligibility rules so qualifying cases could be separated from exceptions
- Build the automation flow against the Tecsys order management system so eligible refunds could process without agent intervention
- Iterate on edge cases over a multi-month build so exception handling stayed practical and safe
The goal was to reduce ticket volume without creating a brittle rules engine that broke on real customer scenarios.
03 // Outcome
The automated flow delivered:
- materially lower e-commerce CS ticket pressure for eligible refund scenarios
- faster refund turnaround for players who met the criteria
- more agent capacity available for higher-complexity issues
Certain internal performance metrics are not public, so this case study focuses on delivery scope and operational impact.