tasks/medium_task.py

"""
tasks/medium_task.py — Medium scenario: billing error + overcharge
"""

from models import Task, StepName, DifficultyLevel

MEDIUM_TASK = Task(
    task_id           = "MEDIUM_001",
    difficulty        = DifficultyLevel.MEDIUM,
    customer_emotion  = "frustrated",
    escalation_risk   = False,
    customer_message  = (
        "I've been charged twice for my subscription this month — "
        "$49.99 appeared on my card on both the 1st and the 15th. "
        "This is completely unacceptable. I want my money back!"
    ),
    scenario_context  = (
        "Customer account: ACC-4492. "
        "Subscription plan: Pro Monthly ($49.99/month). "
        "Billing system shows a duplicate charge due to a payment gateway retry bug on the 15th. "
        "Policy: full refund issued within 3–5 business days for duplicate charges."
    ),
    required_steps    = [
        StepName.EMPATHY,
        StepName.COLLECT_INFO,
        StepName.INVESTIGATE,
        StepName.RESOLUTION,
    ],
    step_keywords     = {
        StepName.EMPATHY:      ["sorry", "apologize", "understand", "frustrat",
                                "unacceptable", "inconvenien"],
        StepName.COLLECT_INFO: ["account number", "email", "could you confirm",
                                "transaction", "billing date", "card", "may i"],
        StepName.INVESTIGATE:  ["checking", "i can see", "our records", "duplicate",
                                "found", "it appears", "billing system"],
        StepName.RESOLUTION:   ["refund", "credit", "3 to 5", "3-5", "business days",
                                "we will process", "i will process", "reimburse"],
    },
)