Making refunds hassle-free with DeepL Agent

Refunds, returns, and exchanges are among the most common support requests that a customer service team can handle. 

They’re also the ones with the highest emotional stakes. When a customer’s money is on the line, any delay or mistake can quickly erode trust. After all, no one likes to feel out of pocket. 

But while the request itself may be fairly routine, there’s still a lot that goes into issuing a refund. Reps often have to navigate multiple systems and tools, including customer support platforms, billing and subscription systems, account management, and internal policy documentation. All while the customer anxiously awaits a resolution, and ticket queues continue to grow. 

What customers don’t see is the scavenger hunt happening behind the scenes. Reps must manually stitch together information from multiple systems, apply complex policy rules, and draft a personalized response—all for a single request. It’s time-consuming, error-prone, and frustrating.

When systems don’t talk to each other, humans become the glue. Traditional automation often relies on APIs to connect tools—and when internal or proprietary systems don’t have them, those workflows break down. Even when APIs do exist, implementing them often requires significant effort from IT. For teams without fast or readily available IT support, deploying and maintaining integrations becomes a project in itself, slowing down progress and limiting what automation can realistically achieve. That’s why, for customer service leaders, this isn’t just an operational inconvenience: it’s a scalability, cost, and experience problem that compounds as ticket volumes grow.

This is where AI agents can make a real difference. But not just any AI agent will do.

DeepL Agent for customer service teams

What sets AI agents apart from chatbots is that they can reason, plan, and take action. What sets DeepL Agent apart is that it’s built specifically for work. Designed with enterprise-grade security and controls, it uses a browser the same way you do to navigate across systems, including internal or proprietary ones, and complete tasks end to end. No coding or integrations needed. 

For customer service teams, where work is time-sensitive and rarely contained within a single system, this means faster, smoother resolutions.

Just give it a task using natural language, and it’ll plan your entire cancellation workflow, from deciding what steps to take to achieve your goal, to finding and organizing information, analyzing data and solving problems. It also checks back with you for approvals and reviews where needed, logging every step for full transparency. 

Anyone can use it to automate even the most complex requests without writing a single line of code. And it's secure by design, meeting the world’s most stringent standards including EU AI Act and ISO 27001 certification. 

How DeepL Agent handles returns, refunds and exchanges

Let’s take a closer look at how DeepL Agent processes a standard refund request for a SaaS subscription. The systems involved in each step will vary across industries, but that doesn’t matter, because DeepL Agent works with all your tools, no custom integrations needed.  

Analyzing the ticket

DeepL Agent starts by navigating to your customer support platform (like Zendesk) and reading the request. It extracts the key details needed to move the process forward.

Account and subscription verification

With the ticket details in hand, the agent navigates to the account management system—often an internal, proprietary tool without an API. This isn’t a problem for DeepL Agent, because it accesses systems via a browser with a login, just like a human would. After identifying the customer’s subscription, it moves to the billing system to retrieve the relevant dates and plan information needed for validation.

Policy validation and refund execution

The agent cross-references subscription data against internal policy documentation to confirm eligibility. Once validated, it returns to the billing system to initiate the cancellation and calculate the refund. Teams can configure the workflow to pause here and present a clear summary for human approval before proceeding.

Clear, compliant, customer communication

After processing the refund, the agent navigates back to the support platform to draft a personalized response. It includes all relevant details—customer information, subscription status, cancellation date, refund amount, and processing timelines—taking a screenshot for review before sending.

Handling requests at scale with sub-agents

At the enterprise level, these requests rarely arrive one at a time. DeepL Agent can deploy sub-agents to handle multiple tickets in parallel—filtering queues, identifying cancellation or refund requests, and processing them simultaneously. This way, you can clear queues faster and keep response times high, without adding headcount.

More capacity, less strain for your support team

By trusting DeepL Agent with your refund and cancellation workflows, your customer service team can focus on conversations that drive loyalty and retention, giving reps space to build trust with customers in critical moments where empathy matters most.

While DeepL Agent handles repetitive tasks, humans stay in control: reviews at key stages ensure accuracy, while continuous authentication across systems protects sensitive data from unauthorized access. Because reps are no longer wasting time hopping between tabs trying to piece together information, they can focus on real problem-solving.

And when ticket volumes spike, teams no longer feel overwhelmed. They know DeepL Agent is working alongside them.