# Refund status clarity survey

Improve explanations of an approved refund's progress.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. What status did the update describe?

Answer: ____________________

## 2. Which timing reference was unclear?

Answer: ____________________

## 3. What contact information would help?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. The status users understood identifies whether an update communicates the actual refund stage. Compare the interpretation with verified process labels without inferring payment completion.
2. An unclear timing reference reveals confusion between refund approval, processing and receipt. Label the actual stage and official conditions separately, without promising when funds will arrive or interpreting payment obligations.
3. Helpful contact information identifies the support route customers need for unresolved refund questions. State verified scope without promising receipt timing or interpreting payment obligations.

Interpretation caution: Do not collect bank or card information.


## Illustrative finding and follow-up

Observation: Customers confuse approval with completed payment processing.

Action to test: Explain the distinct process stages.

Follow-up: After trying the change, repeat “What status did the update describe?” with people who experienced it. Check whether they still describe the original issue: customers confuse approval with completed payment processing. Compare explanations and sample context, rather than claiming the change caused an improvement.