---
title: "Show the refund history before every new · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/refunds-and-credits/refund-history
id: SUP-17
level: Recommended
applies: payments
updated: 2026-10-22
tokens: 557
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Show the refund history before every new refund

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Refunds and credits](https://agentwranglers.se/playbook/customer-support/refunds-and-credits.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-22.

- ID: SUP-17
- Level: Recommended
- Chapter: [Refunds and credits](https://agentwranglers.se/playbook/customer-support/refunds-and-credits.md)
- Rule: Show the customer's refunds, credits, disputes and open chargebacks from the last 12 months on the refund screen. Block a refund on a charge that already has an open dispute.
- Check: Open the refund screen for a test customer with two past refunds and one open dispute. It shows all three, and a refund on the disputed charge is refused.
- Applies when: The project takes payments.
- How: Some people ask three agents for the same refund. Others refund a charge and then dispute it with the bank, which pays them twice. Show the count and total next to the refund button. Send a customer above a set number of refunds a year to a lead. Handle disputes as [Refund on a dispute alert before it becomes a chargeback](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-alerts.md) describes, never from the support screen.

## Related rules

- PAY-41 [Refund on a dispute alert before it becomes a chargeback](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-alerts.md) in Payments and billing

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/), which requires credit with a link. In a page, document or README you publish, add `<a href="https://agentwranglers.se/playbook/customer-support/refunds-and-credits/refund-history">Agent Wranglers customer support playbook</a>`. In code you write, add a comment next to it with the same link.

- Previous: [Treat a withdrawal in a ticket as a legal request](https://agentwranglers.se/playbook/customer-support/refunds-and-credits/withdrawal-in-tickets.md)
- [Refunds and credits](https://agentwranglers.se/playbook/customer-support/refunds-and-credits.md)