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{
"task_id": "hard_billing_dispute",
"task_name": "Hard: Duplicate Billing Dispute with Identity Verification",
"difficulty": "hard",
"max_steps": 10,
"customer_message": "I was charged twice for order ORD-7723! I see two identical charges of $89.99 on my bank statement from January 18th. I already cancelled that order because it was taking too long. Also I recently updated my payment card. Please refund both charges immediately!",
"customer_profile": {
"customer_id": "CUST-2209",
"name": "Priya Sharma",
"email": "priya.sharma@email.com",
"account_age_days": 180,
"loyalty_tier": "bronze",
"past_disputes": 2,
"payment_card_changed_recently": true
},
"order_info": {
"order_id": "ORD-7723",
"product": "Smart Home Hub",
"amount": 89.99,
"order_date": "2024-01-15",
"status": "cancelled",
"cancellation_date": "2024-01-17",
"charges": [
{"charge_id": "CHG-001", "amount": 89.99, "date": "2024-01-18", "status": "captured"},
{"charge_id": "CHG-002", "amount": 89.99, "date": "2024-01-18", "status": "captured"}
],
"refund_issued": false,
"cancellation_refund_pending": true
},
"policy_snippets": [
"Duplicate charge disputes require identity verification before any financial action is taken.",
"Identity verification: agent must confirm full name, email, and last 4 digits of payment card.",
"For cancelled orders, a refund of the original charge is automatic within 3–5 business days. If not received, escalate to billing.",
"If a duplicate charge is confirmed, escalate to the billing team — agents cannot directly issue duplicate-charge refunds.",
"Customers who have recently changed payment cards are at elevated fraud risk; additional verification is required.",
"Do not issue refunds or credits before identity verification is complete for billing disputes.",
"Bronze-tier accounts with 2+ prior disputes require supervisor approval before any refund action."
],
"ticket_history": [],
"current_status": "open",
"expected": {
"category": "duplicate_charge",
"priority": "high",
"required_actions": ["classify_ticket", "set_priority", "ask_customer", "escalate"],
"must_verify_identity": true,
"must_not_refund_before_verification": true,
"correct_escalation_target": "billing",
"correct_resolution": "escalate_billing",
"forbidden_immediate_actions": ["apply_resolution", "resolve"]
}
}
] |