Goodwill credit that still names the incident
Goodwill still gets a Room: CS and admin on the credit you already issued.
Goodwill vs SLA credit
A goodwill credit is discretionary. You are not contractually obligated to offer it - you are choosing to as a gesture of good faith after something went wrong.
An SLA credit is contractual. Your agreement specifies credits for SLA misses. Goodwill credits happen when you want to make things right even if the contract does not require it.
Why still name the incident
Even discretionary credits should reference what they are for. "Goodwill credit for the API outage on 15 Sep" is better than "goodwill credit" with no context.
Naming the incident keeps your records clean, helps the customer understand what they are acknowledging, and prevents confusion about what this credit covers versus some other issue.
Credit Room confirm/dispute
Same workflow as SLA credits. Customer admin gets a magic link, sees the incident and amount, chooses Confirm or Dispute.
Confirm means they accept the goodwill credit as commercial close of the incident. Dispute means they do not accept - maybe they expected more, maybe they disagree with the framing. Either way, you have a clear record.
Trust after outage
Goodwill credits are often about rebuilding trust after something went wrong. The Room gives that process structure - instead of informal Slack promises, you have a formal acknowledgment.
Customer sees you are taking the incident seriously enough to issue a credit and get their explicit sign-off. That formality can help repair the relationship.
Start a claim
Create a claim with the incident, describe why you are offering the credit, set the amount. Send it to your customer admin. They confirm or dispute in the Room.
Once confirmed, you have acknowledgment that the customer accepted your goodwill gesture as commercial close of the incident.