Birchall & Co
Direct to consumer
Refunds inside the promise, without a queue
The refund policy said two hours. The queue said two days. Mesa closed the gap without hiring.
6 min
median time to refund, from 41 hours
3
playbooks cover 71% of the queue
Runs on
Gorgias, Stripe, Slack
Before
A refund under fifty euro was supposed to be automatic. In practice it waited in the queue behind everything else, and the median was 41 hours.
What Mesa does
One playbook checks the order, the amount and the customer history, issues the refund in Stripe and replies. Anything over fifty euro or from an account with three refunds already goes to a person.
After
Median time to refund is six minutes. Three playbooks now cover 71 percent of the queue and the team writes a new one about once a month.
We published a two hour promise and then had to defend it. Now we do not have to.
Ben Marchetti, operations lead, Birchall & Co