[
  {
    "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"]
    }
  }
]