Case Study: How a 500-Player Server Improved Refunds with LD System
From chaos to clarity in 30 days
When Metro State Roleplay hit 500 concurrent players, their refund process collapsed. What follows is a detailed look at how they identified the problem, implemented LD Refund System, and transformed a staff nightmare into a streamlined operation.
The challenge
Metro State RP had grown rapidly over 18 months. Their original refund system was a Google Form that fed into a spreadsheet, manually reviewed by senior staff. At 200 players, this worked. At 500, it didn't.
- Average refund processing time: 72+ hours
- Staff spending 4-6 hours daily on refund administration
- 15% of refunds had errors (wrong items, wrong amounts)
- No audit trail led to frequent disputes
- Player satisfaction scores dropped 23% quarter-over-quarter
“We had three senior admins doing nothing but refunds every evening. They were burning out, and players were getting frustrated. Something had to change.”
The solution
After evaluating four different refund solutions, Metro State chose LD Refund System for three key reasons: Discord-native workflow, comprehensive audit logging, and the in-game NUI claiming interface.
Implementation timeline
- Week 1: Installed script, configured QB Core integration, trained 3 pilot staff
- Week 2: Ran parallel systems, validated accuracy against manual process
- Week 3: Full staff rollout with training sessions
- Week 4: Retired legacy system, optimized Discord channel structure
The results
After 90 days on LD Refund System, Metro State RP measured dramatic improvements across every metric they tracked:
- Average processing time: 72 hours → 11 minutes (85% reduction)
- Daily staff hours on refunds: 18 combined → 3 combined (83% reduction)
- Refund errors: 15% → 0.3% (98% reduction)
- Disputed refunds: 12 per month → 1 per month (92% reduction)
- Player satisfaction: Increased 34% in post-refund surveys
Key Insight
The biggest win wasn't speed—it was accuracy. The elimination of manual data entry removed nearly all errors, and the audit log meant disputes could be resolved with screenshots instead of arguments.
Lessons learned
- Parallel systems during migration catch edge cases before they affect players
- Staff training matters more than technical setup—invest the time
- Start with restrictive permissions, then loosen based on trust
- The audit log is your best friend during player disputes
- Communicate the change to players proactively to manage expectations
Today, Metro State RP processes over 400 refunds monthly with a lean team. The staff who previously spent evenings on spreadsheets now focus on events, community building, and actually playing the game they love.
Need a smarter refund flow?
LD Refund System automates Discord approvals, in-game claims, and audit logging so your staff stay focused on players.