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Thank you for calling Northwind Support, this is Priya. How can I help you today?
Hi, I'm looking at my statement and I've been charged twice for the same subscription. I'm really frustrated.
I completely understand, let me pull up your account and take a look at those charges right away.
It's $89.99, billed on the 1st and again on the 3rd. I want a refund.
I can confirm the duplicate charge. I'm processing a full refund now, and I'd like to add a 10% loyalty credit for the inconvenience.
Okay, that works. How long until I see the refund?
It will appear on your statement within 3 to 5 business days.
Agent handled escalation well — recovery began at 3:30 after acknowledging frustration. Consider offering credits earlier for faster de-escalation.