Refund escalation workflow

Scenario

Refund handling is a process-governance problem: support receives the customer request, risk decides whether policy blocks the refund, finance approves and issues the money movement, and the payment processor confirms settlement. BPMN is the right notation because lanes and message flows are part of the meaning.

Annotation key

• The 48h SLA timer event makes escalation a timed process milestone rather than a vague task.
• Message flows (~~>) cross pool boundaries for customer and processor communication.
• The XOR gateway separates policy denial from the refund issuance path.