def predict_intent(text):
    text = text.lower()
    
    # Refund Request
    if any(word in text for word in ["refund", "return", "money back", "replace"]):
        return "Refund Request"
    
    # Delivery Issue
    elif any(word in text for word in ["late", "delayed", "never arrived", "lost", "shipping"]):
        return "Delivery Issue"
    
    # Complaint
    elif any(word in text for word in ["wrong", "damaged", "broken", "poor", "bad", "defective"]):
        return "Complaint"
    
    # Default
    else:
        return "General Query"