Support refund triage - GPT-5.5 xhigh via codex exec

Selected refund case

R-1842 · Nora Diaz

Subscription renewal disputed after agent escalation.

Evidence incomplete

CustomerNora Diaz

PlanPro annual

Amount$184.20

Current stateNeeds receipt

Policy and evidence

Policy fit: Inside exception window. Manager approval is allowed when evidence is complete; unclear duplicate-charge cases go to policy review.

✓

Renewal date confirmed

Purchase history supports the renewal date.

✓

Customer reason captured

Support note includes the refund reason from the customer.

Receipt photo missing

Receipt photo is required before manager approval.

Decision

Handoff

Next action

Return to support agent. Ask for receipt photo before manager approval can continue.

Reason for decision

Evidence is incomplete: purchase history and support reason are present, but the receipt photo is missing. Approval remains blocked; policy review is not required yet.

refund_case database fields

Field	Value
id	R-1842
customer	Nora Diaz
plan	Pro annual
amount	$184.20
request	Subscription renewal disputed after agent escalation.
status	Evidence incomplete
resource_id	refund_case:R-1842

JSON schema validation

evidence.receipt_photo_url

Required field is missing.

✓

policy.window_status

Valid: inside exception window.

Tool call results

✓

purchase_history.lookup

Renewal date confirmed.

✓

policy_window.check

Manager approval allowed when evidence is complete.

evidence.scan

Receipt photo not found.

Resource and endpoint

Resource idrefund_case:R-1842

GET status200 OK

PATCH statusPending save

Endpoint/api/refunds/R-1842