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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"] | |
| } | |
| } | |
| ] |