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{
"task_id": "medium_policy_refund",
"task_name": "Medium: Refund vs Replacement Policy Decision",
"difficulty": "medium",
"max_steps": 8,
"customer_message": "I bought Sony WH-1000XM5 headphones 40 days ago and the left ear cup has stopped producing sound entirely. This is clearly a manufacturing defect. I want a full refund immediately.",
"customer_profile": {
"customer_id": "CUST-4417",
"name": "James Okafor",
"email": "james.okafor@email.com",
"account_age_days": 1200,
"loyalty_tier": "gold",
"past_disputes": 1
},
"order_info": {
"order_id": "ORD-9871",
"product": "Sony WH-1000XM5 Headphones",
"amount": 349.99,
"order_date": "2024-01-02",
"delivery_date_estimated": "2024-01-05",
"status": "delivered",
"days_since_purchase": 40,
"category": "electronics"
},
"policy_snippets": [
"Standard return window: 30 days from delivery for a full refund, no questions asked.",
"Electronics defect policy: defective electronics may be exchanged for a replacement within 90 days of purchase.",
"Refunds after 30 days are not permitted unless the item was misrepresented at time of sale.",
"Gold-tier loyalty customers receive priority handling and free return shipping on replacements.",
"Agents must document the defect description provided by the customer before initiating any exchange."
],
"ticket_history": [],
"current_status": "open",
"expected": {
"category": "refund_request",
"priority": "high",
"required_actions": ["classify_ticket", "set_priority", "propose_resolution"],
"correct_resolution": "replacement",
"forbidden_resolution": "refund",
"must_deny_refund": true,
"must_offer_replacement": true,
"must_reference_policy": true
}
}
] |