Properties:

• Last Name

• First Name

• Gender

• Email

• Complaint: Customer's written complaint

• Refund Type: Order is Incorrect, Order is Damaged, Full Refund, Late Order

• Charge: Money to be refunded

• Credit: Possible credit added to refund to ensure a returned customer

• Composed Response: A framework for refund follow up via email

• Follow Up?: Checkbox. Indicates whether customer reached out again for additional information and another email is required

The Formulas

The "Credit" and "Composed Response" properties depend upon the "Refund Type" property. For example, if Refund Type contains "Late Order," the customer is given a $10 credit in this scenario.

• if(contains(prop("Refund Type"), "Late Order"), 10, if(contains(prop("Refund Type"), "Order is Damaged") or contains(prop("Refund Type"), "Order is Incorrect"), 5, 3))

As for an automated response, remember, you can not copy and paste a formula text result. It can only be used as reference and typed manually unfortunately, however, upon export to CSV, the text is usable. In this scenario, the skeleton text is as follows:

"Hi (Mr./Ms.) (Last Name), I've gone ahead and refunded your charge of $(Charge). I also want to offer a $(Credit) credit for the trouble.

• if(prop("Gender") == "Female", concat("Hi " + "Ms. " + prop("Last Name") + "," + " I've gone ahead and refunded your charge of " + "$" + format(prop("Charge")) + ". " + "I also want to offer a " + "$" + format(prop("Credit")) + " credit for the trouble."), if(prop("Gender") == "Male", concat("Hi " + "Mr. " + prop("Last Name") + "," + " I've gone ahead and refunded your charge of " + "$" + format(prop("Charge")) + ". " + "I also want to offer a " + "$" + format(prop("Credit")) + " credit for the trouble."), ""))

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