How AI Refund Suggestions Work
AI Refund Suggestions are a new feature available in Beta as part of Rec’s Early Access Program. When enabled, they help staff and customers better understand department’s refund policy by automatically generating a brief, policy-aligned explanation during the refund request flow.
What Customers See
When a customer begins a cancellation, Rec AI analyses the timing of their request and the public refund policy your department has provided. Based on that information, it generates a short, plain-language explanation of whether they may qualify for a refund. These suggestions always:
Reference your department’s published refund guidelines
Include a link back to the full policy
Clearly indicate that the message is a Rec AI suggestion, not an official determination or communication from the city or agency
Customers can use this explanation to better understand the rules before submitting their request. The goal is to reduce confusion, set clearer expectations, and help residents self-serve when possible.
What Staff See
On the staff side, the departments team can always view exactly what Rec AI displayed to the customer in the AI hub. This ensures full transparency: teams know what information was shared and can make their own decisions accordingly. AI never issues refunds or takes action on behalf of the city; staff remain fully in control.
Why We Built It
Refunds are among the most frequent and repetitive customer inquiries recreation teams receive. By offering clear, policy-based suggestions up front, Rec AI aims to reduce unnecessary back-and-forth while ensuring customers receive accurate, consistent information. Early access partners using the tool are helping shape its development with real-world feedback.