A refund request is usually a question in disguise

Read a pile of refund requests and a pattern appears: "it doesn't work", "I was charged twice", "I can't find X". Few are about the price. Most are about an unanswered question.

If a person can ask before they reach for the refund button, many never press it. The ones who still do leave with a better impression, which matters for reviews.

What to measure

Track refunds per hundred new users before and after adding in-app chat. Compare the same cohort length so the numbers are honest.