Escalate a refund complaint away from the public live

A practical process

1. Acknowledge the concern without deciding eligibility in front of the audience.
2. Provide the approved private support route and avoid requesting order details publicly.
3. Flag the handover so the concern is not repeatedly answered by promotional automation.

Worked example

A refund comment should receive a support handover rather than a discount reminder. Record that the issue was routed, not that a refund was approved. Those are different states and confusing them creates an expectation the moderator cannot fulfil.

Before the next session

Use the current Aseacast product overview to check which parts of this workflow fit your setup.

Further reading

• Go Live - Ai: product overview