Approvals: refunds and discounts

Some requests your AI employee can't decide on its own, like a refund or a discount. It tells the caller a person will follow up, and the request appears on the Approvals page. Nothing there has happened yet.

Turning it on

Your employee only takes these requests if Approve refund or discount requests is one of its duties. Turn it on from its Setup tab, under What it does on a call.

Deciding a request

Each request shows what was asked and links to the call with View call.

• To approve, enter the Amount ($) and press Approve.
• To decline, press Reject. Let the customer know if you promised a reply.

Your decision is recorded on the call. Recently decided requests are listed below, with who decided.

Only someone on your team who can make changes can decide. Viewers can see requests but not decide them.

Nerro doesn't move money

Approving records the decision only. Issue the refund or discount in your own payment system, and let the customer know.

Approving small amounts automatically

In Settings → Pricing & policies, set Auto-approve refunds and discounts up to an amount. Requests at or under it are approved on the call, without waiting for you. Leave it blank to approve every amount yourself.

To stop someone asking for several small amounts:

• Only one request per caller is approved automatically in 30 days. Anything after that comes to you.
• A caller with no caller ID always comes to you.

You still process every refund yourself, including ones approved automatically.

New requests also show under the bell and on the Alerts page.