[
  {
    "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
    }
  }
]