Step-by-step negotiation
Offers rise in a controlled manner rather than jumping straight to the maximum.
All features
Commerce
Refunds that negotiate fairly instead of just caving
askVela steers refund requests through a deterministic step ladder: first a smaller offer, then incrementally more – up to the ceiling you set. Stripe refunds can be triggered directly.
I want my money back in full.
I understand. As a fair gesture I can refund you 40 % directly – does that work for you?
Negotiation steps
30%
40%
50%
65%
80%
max
What it can do
The key capabilities of this feature at a glance.
Your ceiling
You define the maximum – the bot never exceeds it.
Stripe refund
Approved amounts paid out directly via Stripe.
Rights over haggling
For a formal withdrawal there is no negotiation – it escalates cleanly.
How it works
What happens behind the scenes – in three steps.
- 1
Detect the request
The bot identifies the refund wish and the context.
- 2
Make a fair offer
The next appropriate offer is chosen from the step ladder.
- 3
Pay out
On agreement the refund is triggered – manually or via Stripe.
Frequently asked questions
01How does the refund negotiation work?
The bot follows a fixed step ladder. It starts with a smaller offer and only goes up step by step, instead of jumping straight to the maximum. You set the ceiling, and the bot never goes above it.
02Can refunds be paid out automatically?
Approved amounts can be paid out directly via Stripe. If you don't use Stripe or prefer to check first, you trigger the refund manually. Either way, the bot never offers more than the ceiling you defined.
03What happens if a customer formally withdraws from a purchase?
Then there is no negotiation. With a formal withdrawal the bot makes no counter-offers and hands the case to your team, so the customer's rights are respected and a person takes care of it. The step ladder only applies to ordinary refund requests.
04Can I try refunds before I buy?
Yes. The 14-day free trial needs no credit card, so you can set your refund limits and test the flow in the chat first. The pricing page shows which plans include AI actions for refunds and cancellations.