> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://wiser.airwallet.net/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Support cases managed by Airwallet

**Support Cases Managed by Airwallet**

Airwallet provides comprehensive support to all users of your laundry facility by default. This includes live chat assistance, where our team offers guidance on using the Airwallet app and general help as needed.

Our support also includes processing refunds for eligible users. When the Airwallet Customer Success team handles a refund request, each case is carefully reviewed on an individual basis to ensure that only accurate refunds are processed. The review includes an analysis of the following factors:

1. Analysing logs directly from the users application
2. User’s refund history
3. Payment amounts at the time of the reported issue
4. Refund history of the machine at the location
5. Overall trustworthiness of the user

If the request passes our criteria, we proceed with the refund to provide a positive user experience. For requests that do not meet our standards, and the user still believe they are eligible for a refund, we will advise the user to contact the owner directly.

In cases where questions arise about a processed refund, we are available to schedule a review meeting. These meetings will be conducted by Kim Wilms, Airwallet’s Head of Customer Success, who can be reached at kim@airwallet.net.

If you operate your own support center or chat service, it can be integrated into your dashboard for a more tailored support experience.  
  
**Steps to setup your own support**

1. Navigate to the dashboard

2. Press settings --> account

3. Fill in your support URL in the “Support URL” field