In the old system, there was always a lot of tension when we'd refund customers, because the experts would have already spent a lot of time. But in the new system, we made it so we (admin) can't actually refund you, only the experts can. This has worked wonders because they now use refunding as a form of segmentation. Often they'll refund after 30 seconds if it's clear they can't help, which is a far cry from the amount of effort they'd previous expend before a refund.