Reply #3 by backlinktalk
Editorial follow-up: categorise without guessing motives
When a customer requests a refund, record the reason they provide and mark unknown details as unknown. A compatibility issue, duplicate purchase and unmet expectation may require different improvements.
Do not label a customer dishonest simply because they are dissatisfied. Review the product description, delivery record and relevant policy consistently. Aggregated issue categories can guide changes without publishing identifiable customer stories or turning a support record into a judgement about the person.