@KKC good question. Simple answer, a non trip agent (newbie) has a $100 limit. Case managers have a $200 direct loss (DL) limit per reservation. So… I can directly send reimbursements, refunds, or coupons adding up to $200 without additional headache of getting upper management to sign off on it. The frequency of the user calling in has no bearing on our decision to take a DL. I personally will only have a difference in opinion in how I give out that “money” if the host or guest has admin flags on their file only staff can see such as: “questionable host” “strikes: abusive/irate caller” “unresponsive host/guest” etc.
An agent telling you “we’re approving this because you haven’t had many claims and this is a low amount” etc etc is a nice way of saying “I can approve this because it will satisfy you, get the case closed, I get another easy case solve, and I don’t have to ask management to approve it”
One thing agents watch for is “agent shopping”. If a host or guest call in multiple times about one specific issue and it creates multiple tickets, they are trying to get the response they want. Personally, I’m strict on needing documentation in order to justify why I’m doing what I’m doing for the host/guest where as another agent may just want their solve rate high for the day and will give you that $10 reimbursement for a bed sheet a guest ripped without asking for a receipt or anything else. Hopefully that makes sense.