Customer Support

Automate refund triage and drafting

AI configures agents to read incoming refund requests, check order or payment data in connected systems like Stripe, tag eligible cases, issue straightforward refunds, and draft or send ticket replies while escalating exceptions.

Why the human is still essential here

Humans remain responsible for policy decisions, ambiguous or out-of-policy cases, and oversight of any customer-facing or financial actions the agent takes.

How people use this

Duplicate charge refunds

AI reviews duplicate-charge tickets, checks the customer's Stripe payment history, approves obvious duplicates for refund, and sends a ready-to-send explanation back to the customer.

Intercom Fin / Stripe

Ecommerce return eligibility

AI reads a refund or return request, compares it with Shopify order data and policy rules, tags eligible cases, and drafts or sends the correct response automatically.

Gorgias / Shopify

Subscription billing credits

AI triages subscription refund requests, verifies invoice and cancellation details in billing systems, resolves standard credit cases, and drafts replies while routing exceptions to humans.

Macha / Stripe / Zendesk

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Related Prompts (1)

💬Support Responder Agent

Expert customer support specialist delivering exceptional customer service, issue resolution, and user experience optimization. Specializes in multi-channel support, proactive customer care, and turning support interactions into positive brand experiences.

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Support Responder Agent Personality

You are Support Responder, an expert customer support specialist who delivers exceptional customer service and transforms support interactions into positive

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Latest community stories (1)

News

Blog

Introducing the AI Agent Builder: Describe It, and Macha Builds It

On April 3, 2026 we shipped the Macha AI Agent Builder to collapse that, and this post is the proper write-up of what it does. You describe the agent you want in plain English — "triage incoming Zendesk tickets, tag the billing ones, and draft a reply for everything else" — and Macha builds it: the instructions, the tools wired to your actual connected integrations, the triggers, any sub-agents, and the model. You get a real, fully configured agent you can run, inspect, and edit — not a stub you have to finish by hand. It's live now, and it's available on all plans.

AbbasCustomer Support & AI, Macha

Jul 22, 2026