Payment Credit through Customer Service Center

[amitkathpal123]

Hi,

Is it feasible to issue some sort of credit to customer through customer service center?
I am trying to cover these 2 scenarios:

1. Customer called and asked to apply for a coupon code. CS applies coupon code.
   In a background, if payment has already captured, ask payment provide to refund amount equal
   to coupon value. if payment is not already captured, make changes in the order and capture
   reduced payment when order ships.
   Does this makes sense?
2. Customer called and asked for some discount for any reason. CS applies some $ discount.
   How can i achieve it?

Appreciate your response.

Thanks,
Amit