Selected request
R-1842 - Nora Diaz
Subscription renewal disputed after agent escalation.
$184.20
Case table
refund_case
Resource id
refund_case/R-1842
API endpoint
GET /api/refunds/R-1842 ยท 200 OK
Prompt template
refund_triage_v7
Schema validation
receipt_photo_url is required
Tool result
purchase_history.lookup confirmed renewal date
Mode
CRUD enabled
Evidence
Review inputs
- OK
Renewal date confirmed in purchase history.
- OK
Support note captures the customer's refund reason.
- !
Receipt photo is missing before manager approval.
Context
Policy and validation
Inside exception window. Manager approval is allowed when evidence is complete; unclear duplicate-charge cases go to policy review.
Decision path
Manager decision
Handoff
Support agent
Manager approval is allowed only when evidence is complete; the receipt photo is missing.