如何建立客服答案知識庫：讓支援回答可追溯

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1. 01refund-policy-2026-04.mdRefund policy — revision 1+

   # Refund policy — revision 1
   Effective: 2026-04-15
   Scope: purchases made through the direct checkout.
   
   - A standard refund request is eligible when it arrives within 30 calendar days after purchase.
   - Annual plans follow the same 30-day window; after day 30, do not promise an automatic refund.
   - For a duplicate charge, verify the transaction IDs and escalate to Billing. Do not promise a refund before review.
   - If the purchase channel, purchase date, or transaction ID is missing, ask for it before deciding.
   - Marketplace purchases are outside this policy and must be routed to marketplace support.

2. 02support-playbook.mdSupport answer playbook+

   # Support answer playbook
   Revision: 2026-04-20
   
   Before making a policy answer, record the order ID, purchase channel, purchase date, and the customer's requested remedy.
   
   For a direct-checkout request inside the stated policy window, explain the rule and offer to send the case for refund review. For a request outside the window, state that an automatic refund is not promised and route an exception request to Billing.
   
   If the channel or date is unknown, ask the customer instead of inferring it. Keep marketplace cases with marketplace support. A support answer must separate what the sources say from what Billing still has to decide.

3. 03refund-canned-reply.mdLegacy refund canned reply+

   # Legacy refund canned reply
   Status: owner review pending
   
   Thanks for contacting us. Direct-checkout refunds can be requested within 14 days of purchase. If the purchase date is missing, use the date shown in the ticket and continue.
   
   This reply does not distinguish direct checkout from marketplace purchases and does not describe duplicate-charge escalation.