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1151 1152 1153 1154 1155 1156 1157 1158 1159 1160 1161 1162 | """Core environment implementation for ChargebackOps."""
from __future__ import annotations
import hashlib
from datetime import datetime, timedelta, timezone
from uuid import uuid4
from openenv.core.env_server.interfaces import Environment
try:
from ..core.episode_store import record_report
from ..evaluation.grading import grade_episode
from ..evaluation.rubrics import ChargebackOpsEpisodeRubric
from ..core.models import (
ActionTraceItem,
CaseQueueItem,
CaseResolutionState,
ChargebackOpsAction,
ChargebackOpsObservation,
ChargebackOpsState,
EvidenceCard,
PolicyView,
VisibleCase,
)
from ..scenarios.arbitration import (
ARB_FEE_PER_SIDE,
ArbitrationOutcome,
ArbitrationRuling,
arbitration_ruling,
)
from ..scenarios.issuer_model import IssuerAgent, IssuerDecision, IssuerReview
from ..scenarios.simulation import (
ActionRecord,
CaseProgress,
InternalCase,
get_task,
)
except ImportError: # pragma: no cover
from core.episode_store import record_report
from evaluation.grading import grade_episode
from evaluation.rubrics import ChargebackOpsEpisodeRubric
from core.models import (
ActionTraceItem,
CaseQueueItem,
CaseResolutionState,
ChargebackOpsAction,
ChargebackOpsObservation,
ChargebackOpsState,
EvidenceCard,
PolicyView,
VisibleCase,
)
from scenarios.arbitration import (
ARB_FEE_PER_SIDE,
ArbitrationOutcome,
ArbitrationRuling,
arbitration_ruling,
)
from scenarios.issuer_model import IssuerAgent, IssuerDecision, IssuerReview
from scenarios.simulation import ActionRecord, CaseProgress, InternalCase, get_task
class ChargebackOpsEnvironment(
Environment[ChargebackOpsAction, ChargebackOpsObservation, ChargebackOpsState]
):
"""Synthetic merchant chargeback representment environment."""
SUPPORTS_CONCURRENT_SESSIONS: bool = True
def __init__(self):
super().__init__(rubric=ChargebackOpsEpisodeRubric())
self._task = get_task("goods_not_received_easy")
self._selected_case_id: str | None = None
self._last_action_result = "Environment initialized."
self._action_history: list[ActionRecord] = []
self._progress_by_case: dict[str, CaseProgress] = {}
self._issuer_agent = IssuerAgent()
self._state = ChargebackOpsState(
episode_id=str(uuid4()),
step_count=0,
task_id=self._task.task_id,
task_title=self._task.title,
difficulty=self._task.difficulty,
objective=self._task.objective,
)
self._done = False
self._latest_report = None
self._reset_task_state()
_MERCHANT_PROFILES = {
"goods_not_received": ("Northwind Home", "5712"),
"fraud_cnp": ("TechForge Direct", "5732"),
"credit_not_processed": ("StreamClub Media", "4899"),
"duplicate_processing": ("Meridian Retail", "5311"),
"product_not_as_described": ("Aurora Commerce", "5942"),
"service_not_provided": ("Metro Service Group", "7299"),
}
def _reset_task_state(self) -> None:
self._progress_by_case = {
case.case_id: CaseProgress() for case in self._task.cases
}
self._selected_case_id = None
self._action_history = []
self._last_action_result = f"{self._task.title} ready."
self._done = False
self._latest_report = None
def reset(
self,
seed: int | None = None,
episode_id: str | None = None,
**kwargs,
) -> ChargebackOpsObservation:
task_id = kwargs.get("task_id")
difficulty = kwargs.get("difficulty")
_VALID_DIFFICULTIES = {"easy", "medium", "hard", "nightmare"}
if difficulty is not None and difficulty not in _VALID_DIFFICULTIES:
raise ValueError(
f"Invalid difficulty {difficulty!r}. "
f"Must be one of: {', '.join(sorted(_VALID_DIFFICULTIES))}"
)
if task_id is None and difficulty in _VALID_DIFFICULTIES:
resolved_seed = (
seed if seed is not None else int(kwargs.get("generated_seed", 42))
)
task_id = f"generated_{difficulty}_s{resolved_seed}"
if task_id is None:
task_id = "goods_not_received_easy"
self._task = get_task(task_id)
self._state = ChargebackOpsState(
episode_id=episode_id or str(uuid4()),
step_count=0,
task_id=self._task.task_id,
task_title=self._task.title,
difficulty=self._task.difficulty,
objective=self._task.objective,
)
self._reset_task_state()
self._reset_rubric()
return self._build_observation(reward=0.0, done=False)
def step(
self,
action: ChargebackOpsAction,
timeout_s: float | None = None,
**kwargs,
) -> ChargebackOpsObservation:
del timeout_s, kwargs
if self._done:
return self._build_observation(
reward=-0.1,
done=True,
result="Episode already completed. Reset to start another task.",
)
self._state.step_count += 1
reward = 0.0
result = ""
try:
reward, result = self._apply_action(action)
except ValueError as exc:
reward = -0.12
result = str(exc)
case_id = action.case_id or self._selected_case_id
if case_id and case_id in self._progress_by_case:
self._progress_by_case[case_id].invalid_actions += 1
event_reward, event_messages = self._advance_pending_events()
reward += event_reward
if event_messages:
suffix = " ".join(event_messages)
result = f"{result} Updates: {suffix}" if result else suffix
reward += self._apply_deadline_penalties()
done = self._check_done()
if done:
report = grade_episode(
self._task,
self._progress_by_case,
self._state.step_count,
self._state.episode_id or "",
completed=self._all_cases_resolved(),
)
self._latest_report = report
self._state.latest_grade = report.normalized_score
self._state.grader_report = report
self._state.completed = True
record_report(report)
reward += 0.5 * report.normalized_score
else:
self._state.latest_grade = self._estimated_progress_score()
self._state.completed = False
self._last_action_result = result
self._action_history.append(
ActionRecord(
step_index=self._state.step_count,
action_type=action.action_type,
case_id=action.case_id or self._selected_case_id,
outcome=result,
reward=round(reward, 4),
)
)
return self._build_observation(
reward=round(reward, 4),
done=done,
result=result,
)
def _apply_action(self, action: ChargebackOpsAction) -> tuple[float, str]:
if action.action_type == "select_case":
return self._select_case(action.case_id)
if action.action_type == "wait_for_updates":
return self._wait_for_updates()
case = self._require_case(action.case_id)
progress = self._progress_by_case[case.case_id]
if progress.resolution_status == "pending_issuer_review":
raise ValueError(
f"Case {case.case_id} is pending issuer review; select another case or wait for updates."
)
if action.action_type == "inspect_case":
return self._inspect_case(case)
if action.action_type == "query_system":
return self._query_system(case, action.system_name)
if action.action_type == "retrieve_policy":
return self._retrieve_policy(case)
if action.action_type == "add_evidence":
return self._add_evidence(case, action.evidence_ids)
if action.action_type == "remove_evidence":
return self._remove_evidence(case, action.evidence_ids)
if action.action_type == "set_strategy":
return self._set_strategy(case, action.strategy)
if action.action_type == "submit_representment":
return self._submit_representment(case, note=action.note)
if action.action_type == "resolve_case":
return self._resolve_case(case, action.strategy)
if action.action_type == "respond_to_pre_arb":
return self._respond_to_pre_arb(
case,
compelling_evidence_ids=action.compelling_evidence_ids,
note=action.note,
)
if action.action_type == "escalate_to_arbitration":
return self._escalate_to_arbitration(case)
if action.action_type == "accept_arbitration_loss":
return self._accept_arbitration_loss(case)
raise ValueError(f"Unsupported action_type '{action.action_type}'.")
def _select_case(self, case_id: str | None) -> tuple[float, str]:
if not case_id:
raise ValueError("select_case requires case_id.")
case = self._lookup_case(case_id)
if not self._case_arrived(case):
raise ValueError(f"Case {case.case_id} has not arrived in the queue yet.")
self._selected_case_id = case.case_id
progress = self._progress_by_case[case.case_id]
if progress.resolution_status != "open":
return -0.02, f"Case {case.case_id} is already resolved."
return 0.02, f"Selected case {case.case_id}."
def _wait_for_updates(self) -> tuple[float, str]:
"""Advance the clock when all visible work is blocked.
Long-horizon tasks include pending issuer reviews, delayed evidence
pulls, and future case arrivals. Waiting while work is available is
penalised; waiting when the backlog is genuinely blocked is a small
neutral/positive planning action.
"""
open_visible = [
case
for case in self._visible_task_cases()
if self._progress_by_case[case.case_id].resolution_status == "open"
]
if open_visible:
return -0.04, "Waited while open cases were available."
pending = self._pending_work_count()
if pending > 0:
return 0.02, f"Waited for {pending} pending updates."
future = self._future_case_count()
if future > 0:
return 0.01, f"Waited for future case arrivals ({future} not yet visible)."
return -0.03, "No pending updates or future arrivals to wait for."
def _inspect_case(self, case: InternalCase) -> tuple[float, str]:
progress = self._progress_by_case[case.case_id]
if progress.inspected:
return -0.01, f"Case {case.case_id} was already inspected."
progress.inspected = True
return 0.04, f"Inspected case {case.case_id}."
def _query_system(
self,
case: InternalCase,
system_name: str | None,
) -> tuple[float, str]:
if system_name is None:
raise ValueError("query_system requires system_name.")
progress = self._progress_by_case[case.case_id]
if system_name in progress.revealed_systems:
if system_name in progress.pending_evidence_systems:
return (
-0.01,
f"System '{system_name}' is already queued for delayed evidence on case {case.case_id}.",
)
progress.duplicate_queries += 1
return (
-0.03,
f"System '{system_name}' was already queried for case {case.case_id}.",
)
progress.revealed_systems.add(system_name)
if (
system_name in case.delayed_systems
and case.evidence_response_delay_steps > 0
):
progress.pending_evidence_systems[system_name] = (
self._state.step_count + case.evidence_response_delay_steps
)
return (
0.02,
f"Queued delayed {system_name} evidence for case {case.case_id}; expected in "
f"{case.evidence_response_delay_steps} steps.",
)
new_evidence = case.evidence_by_system.get(system_name, ())
progress.retrieved_evidence_ids.update(
item.evidence_id for item in new_evidence
)
helpful = sum(1 for item in new_evidence if item.helpful)
if helpful > 0:
return 0.06 + 0.01 * helpful, (
f"Queried {system_name} for case {case.case_id}; found {len(new_evidence)} evidence items, "
f"including {helpful} useful ones."
)
return -0.01 if len(new_evidence) == 0 else 0.01, (
f"Queried {system_name} for case {case.case_id}; found {len(new_evidence)} evidence items."
)
def _retrieve_policy(self, case: InternalCase) -> tuple[float, str]:
progress = self._progress_by_case[case.case_id]
if progress.policy_retrieved:
return -0.01, f"Policy already retrieved for case {case.case_id}."
progress.policy_retrieved = True
return 0.05, f"Retrieved policy guidance for case {case.case_id}."
def _add_evidence(
self,
case: InternalCase,
evidence_ids: list[str],
) -> tuple[float, str]:
if not evidence_ids:
raise ValueError("add_evidence requires at least one evidence id.")
progress = self._progress_by_case[case.case_id]
all_evidence = self._evidence_map(case)
reward = 0.0
added = []
for evidence_id in evidence_ids:
if evidence_id not in progress.retrieved_evidence_ids:
reward -= 0.04
continue
if evidence_id in progress.attached_evidence_ids:
reward -= 0.02
continue
progress.attached_evidence_ids.append(evidence_id)
added.append(evidence_id)
evidence = all_evidence[evidence_id]
if evidence.helpful:
reward += 0.08
elif evidence.harmful:
reward -= 0.08
else:
reward += 0.01
return reward if added else -0.05, (
f"Attached evidence {', '.join(added)} to case {case.case_id}."
if added
else f"No evidence was attached to case {case.case_id}."
)
def _remove_evidence(
self,
case: InternalCase,
evidence_ids: list[str],
) -> tuple[float, str]:
if not evidence_ids:
raise ValueError("remove_evidence requires at least one evidence id.")
progress = self._progress_by_case[case.case_id]
evidence_map = self._evidence_map(case)
reward = 0.0
removed = []
for evidence_id in evidence_ids:
if evidence_id not in progress.attached_evidence_ids:
reward -= 0.02
continue
progress.attached_evidence_ids.remove(evidence_id)
removed.append(evidence_id)
if evidence_map[evidence_id].harmful:
reward += 0.05
elif evidence_map[evidence_id].helpful:
reward -= 0.03
else:
reward += 0.01
return reward if removed else -0.04, (
f"Removed evidence {', '.join(removed)} from case {case.case_id}."
if removed
else f"No evidence was removed from case {case.case_id}."
)
def _set_strategy(
self,
case: InternalCase,
strategy: str | None,
) -> tuple[float, str]:
if strategy is None:
raise ValueError("set_strategy requires strategy.")
progress = self._progress_by_case[case.case_id]
progress.current_strategy = strategy
if strategy == case.optimal_strategy:
return (
0.1,
f"Set the optimal strategy '{strategy}' for case {case.case_id}.",
)
if strategy in case.acceptable_strategies:
return (
0.03,
f"Set an acceptable fallback strategy '{strategy}' for case {case.case_id}.",
)
return -0.08, f"Set a weak strategy '{strategy}' for case {case.case_id}."
def _submit_representment(
self, case: InternalCase, *, note: str | None = None
) -> tuple[float, str]:
progress = self._progress_by_case[case.case_id]
progress.submit_attempts += 1
progress.merchant_submitted_at_step = self._state.step_count
if note:
progress.representment_note = note
if progress.current_strategy != "contest":
raise ValueError(
"submit_representment requires current strategy to be 'contest'."
)
if progress.resolution_status != "open":
return -0.05, f"Case {case.case_id} is already resolved."
if self._state.step_count > case.deadline_step:
progress.final_resolution = "contest"
progress.resolution_status = "lost_late"
progress.resolved_at_step = self._state.step_count
return (
-0.2,
f"Representment for case {case.case_id} was submitted after the deadline.",
)
if case.issuer_response_delay_steps > 0:
progress.resolution_status = "pending_issuer_review"
progress.pending_issuer_round_number = 1
progress.pending_issuer_due_step = (
self._state.step_count + case.issuer_response_delay_steps
)
return (
0.12,
f"Submitted representment for case {case.case_id}; issuer review is pending "
f"for {case.issuer_response_delay_steps} steps.",
)
# Every on-time packet is handed to the scripted Issuer. Missing
# required evidence and attached harmful evidence are not terminal —
# they push the score down so the Issuer requests more evidence
# (round 2) or escalates to arbitration (round 3), exercising the
# multi-round dispute path the rubric is built for.
review = self._invoke_issuer_review(case, progress, round_number=1)
return self._apply_issuer_review_result(case, progress, review, round_number=1)
def _invoke_issuer_review(
self,
case: InternalCase,
progress: CaseProgress,
*,
round_number: int,
) -> IssuerReview:
"""Shared helper that calls the scripted Issuer and records the decision."""
review = self._issuer_agent.decide_review(case, progress, round_number=round_number)
progress.issuer_decisions.append(review.decision.value)
progress.issuer_rationales.append(review.rationale)
return review
def _apply_issuer_review_result(
self,
case: InternalCase,
progress: CaseProgress,
review: IssuerReview,
*,
round_number: int,
) -> tuple[float, str]:
"""Apply a completed Issuer review to case state."""
progress.pending_issuer_round_number = None
progress.pending_issuer_due_step = None
if round_number == 1:
if review.decision == IssuerDecision.ACCEPT:
progress.final_resolution = "contest"
progress.resolution_status = "won"
progress.resolved_at_step = self._state.step_count
progress.final_economic_outcome = case.amount
return (
0.45,
f"Issuer accepted representment for case {case.case_id} "
f"(score {review.evidence_strength_score:.2f}). {review.rationale}",
)
if review.decision == IssuerDecision.REQUEST_MORE_EVIDENCE:
progress.round_number = 2
progress.resolution_status = "open"
return (
-0.05,
f"Issuer requested compelling evidence for case {case.case_id} "
f"(score {review.evidence_strength_score:.2f}). {review.rationale}",
)
# Defensive: Issuer should not escalate from round 1, but handle it.
progress.final_resolution = "contest"
progress.resolution_status = "lost_contest"
progress.resolved_at_step = self._state.step_count
return (
-0.12,
f"Issuer escalated case {case.case_id} unexpectedly. {review.rationale}",
)
if review.decision == IssuerDecision.ACCEPT:
progress.final_resolution = "contest"
progress.resolution_status = "won_pre_arb"
progress.resolved_at_step = self._state.step_count
progress.final_economic_outcome = case.amount
return (
0.35,
f"Issuer accepted pre-arbitration packet for case {case.case_id} "
f"(score {review.evidence_strength_score:.2f}). {review.rationale}",
)
ruling = self._apply_arbitration(case, progress)
return (
self._arbitration_reward(ruling),
f"Issuer escalated case {case.case_id} to arbitration "
f"(score {review.evidence_strength_score:.2f}). {ruling.rationale}",
)
def _advance_pending_events(self) -> tuple[float, list[str]]:
"""Resolve delayed evidence pulls and delayed Issuer reviews."""
reward = 0.0
messages: list[str] = []
for case in self._task.cases:
progress = self._progress_by_case[case.case_id]
due_systems = [
system_name
for system_name, due_step in progress.pending_evidence_systems.items()
if self._state.step_count >= due_step
]
for system_name in due_systems:
new_evidence = case.evidence_by_system.get(system_name, ())
progress.retrieved_evidence_ids.update(
item.evidence_id for item in new_evidence
)
del progress.pending_evidence_systems[system_name]
useful = sum(1 for item in new_evidence if item.helpful)
reward += 0.03 if useful else 0.0
messages.append(
f"Delayed {system_name} evidence arrived for {case.case_id} "
f"({len(new_evidence)} items)."
)
if (
progress.resolution_status == "pending_issuer_review"
and progress.pending_issuer_due_step is not None
and self._state.step_count >= progress.pending_issuer_due_step
):
round_number = progress.pending_issuer_round_number or progress.round_number
review = self._invoke_issuer_review(
case, progress, round_number=round_number
)
review_reward, review_result = self._apply_issuer_review_result(
case, progress, review, round_number=round_number
)
reward += review_reward
messages.append(review_result)
return reward, messages
def _respond_to_pre_arb(
self,
case: InternalCase,
*,
compelling_evidence_ids: list[str],
note: str | None = None,
) -> tuple[float, str]:
"""handler: attach compelling evidence and re-invoke the Issuer."""
progress = self._progress_by_case[case.case_id]
if progress.round_number != 2:
raise ValueError(
"respond_to_pre_arb is only valid after the Issuer requests more evidence."
)
if progress.resolution_status != "open":
return -0.05, f"Case {case.case_id} is already resolved."
if not compelling_evidence_ids:
raise ValueError(
"respond_to_pre_arb requires at least one compelling_evidence_id."
)
if note:
progress.representment_note = note
progress.merchant_submitted_at_step = self._state.step_count
all_evidence = self._evidence_map(case)
added: list[str] = []
reward = 0.0
for evidence_id in compelling_evidence_ids:
if evidence_id not in all_evidence:
reward -= 0.04
continue
if evidence_id in progress.attached_evidence_ids:
reward -= 0.02
continue
# Retrieve it lazily if the agent points at a known system-sourced id.
progress.retrieved_evidence_ids.add(evidence_id)
progress.attached_evidence_ids.append(evidence_id)
progress.pre_arb_evidence_added.append(evidence_id)
added.append(evidence_id)
evidence = all_evidence[evidence_id]
if evidence.helpful:
reward += 0.06
elif evidence.harmful:
reward -= 0.1
else:
reward += 0.01
if case.issuer_response_delay_steps > 0:
progress.resolution_status = "pending_issuer_review"
progress.pending_issuer_round_number = 2
progress.pending_issuer_due_step = (
self._state.step_count + case.issuer_response_delay_steps
)
return (
reward + 0.08,
f"Submitted pre-arbitration response for case {case.case_id} "
f"with {', '.join(added) or 'no new'}; issuer review is pending.",
)
review = self._invoke_issuer_review(case, progress, round_number=2)
review_reward, review_result = self._apply_issuer_review_result(
case, progress, review, round_number=2
)
return reward + review_reward, review_result
def _escalate_to_arbitration(self, case: InternalCase) -> tuple[float, str]:
"""handler: merchant voluntarily files for arbitration."""
progress = self._progress_by_case[case.case_id]
if progress.round_number != 2:
raise ValueError(
"escalate_to_arbitration is only valid after a pre-arbitration round."
)
if progress.resolution_status != "open":
return -0.05, f"Case {case.case_id} is already resolved."
ruling = self._apply_arbitration(case, progress)
return (
self._arbitration_reward(ruling),
f"Merchant escalated case {case.case_id} to network arbitration. "
f"{ruling.rationale}",
)
def _accept_arbitration_loss(self, case: InternalCase) -> tuple[float, str]:
"""handler: merchant concedes rather than pay the arbitration fee."""
progress = self._progress_by_case[case.case_id]
if progress.round_number != 2:
raise ValueError(
"accept_arbitration_loss is only valid after a pre-arbitration round."
)
if progress.resolution_status != "open":
return -0.05, f"Case {case.case_id} is already resolved."
progress.final_resolution = "accept_arbitration_loss"
progress.resolution_status = "conceded_pre_arb"
progress.resolved_at_step = self._state.step_count
progress.arbitration_outcome = None
progress.arb_fees_paid = 0.0
progress.final_economic_outcome = -case.amount
return (
-0.1,
f"Merchant accepted arbitration loss on case {case.case_id}; "
f"no arb fee paid but the $"
f"{case.amount:.2f} dispute amount is forfeited.",
)
def _apply_arbitration(
self, case: InternalCase, progress: CaseProgress
) -> ArbitrationRuling:
"""Run the deterministic arbitration rule and record its economic impact."""
ruling = arbitration_ruling(case, progress)
progress.round_number = 3
progress.arbitration_outcome = ruling.outcome.value
progress.arb_fees_paid = ruling.arb_fee_per_side
progress.final_economic_outcome = ruling.merchant_net_pnl
progress.final_resolution = "contest"
progress.resolved_at_step = self._state.step_count
if ruling.outcome == ArbitrationOutcome.MERCHANT_WINS:
progress.resolution_status = "won_arbitration"
else:
progress.resolution_status = "lost_arbitration"
return ruling
@staticmethod
def _arbitration_reward(ruling: ArbitrationRuling) -> float:
"""Map an arbitration ruling to a step reward.
Winning arbitration is worth more than winning round 1 because it
clears a harder bar; losing stings more because both the fee and the
disputed amount are gone.
"""
if ruling.outcome == ArbitrationOutcome.MERCHANT_WINS:
return 0.55
return -0.35
def _resolve_case(
self,
case: InternalCase,
strategy: str | None,
) -> tuple[float, str]:
progress = self._progress_by_case[case.case_id]
resolution = strategy or progress.current_strategy
if resolution not in {"accept_chargeback", "issue_refund"}:
raise ValueError(
"resolve_case requires strategy accept_chargeback or issue_refund."
)
if progress.resolution_status != "open":
return -0.04, f"Case {case.case_id} is already resolved."
progress.final_resolution = resolution
progress.current_strategy = resolution
progress.resolved_at_step = self._state.step_count
progress.resolution_status = (
"refunded" if resolution == "issue_refund" else "accepted_chargeback"
)
if self._state.step_count > case.deadline_step:
return -0.15, f"Resolved case {case.case_id} after the response deadline."
if resolution == case.optimal_strategy:
return (
0.16,
f"Resolved case {case.case_id} with the optimal non-contest strategy.",
)
if resolution in case.acceptable_strategies:
return (
0.06,
f"Resolved case {case.case_id} with an acceptable fallback strategy.",
)
return -0.12, f"Resolved case {case.case_id} with the wrong strategy."
def _apply_deadline_penalties(self) -> float:
penalty = 0.0
for case in self._task.cases:
if not self._case_arrived(case):
continue
progress = self._progress_by_case[case.case_id]
if (
progress.resolution_status == "open"
and self._state.step_count > case.deadline_step
):
if not progress.deadline_penalized:
progress.deadline_penalized = True
penalty -= 0.15
return penalty
def _check_done(self) -> bool:
if self._all_cases_resolved():
self._done = True
elif self._state.step_count >= self._task.max_steps:
self._done = True
return self._done
def _all_cases_resolved(self) -> bool:
return all(
progress.resolution_status != "open"
and progress.resolution_status != "pending_issuer_review"
for progress in self._progress_by_case.values()
)
def _case_arrived(self, case: InternalCase) -> bool:
return self._state.step_count >= case.arrival_step
def _visible_task_cases(self) -> list[InternalCase]:
return [case for case in self._task.cases if self._case_arrived(case)]
def _future_case_count(self) -> int:
return sum(1 for case in self._task.cases if not self._case_arrived(case))
def _pending_work_count(self) -> int:
pending = 0
for progress in self._progress_by_case.values():
if progress.resolution_status == "pending_issuer_review":
pending += 1
pending += len(progress.pending_evidence_systems)
return pending
def _lookup_case(self, case_id: str) -> InternalCase:
for case in self._task.cases:
if case.case_id == case_id:
return case
raise ValueError(f"Unknown case_id '{case_id}'.")
def _require_case(self, case_id: str | None) -> InternalCase:
target_case_id = case_id or self._selected_case_id
if target_case_id is None:
raise ValueError("Select a case before taking this action.")
case = self._lookup_case(target_case_id)
if not self._case_arrived(case):
raise ValueError(f"Case {case.case_id} has not arrived in the queue yet.")
return case
def _evidence_map(self, case: InternalCase):
return {
item.evidence_id: item
for items in case.evidence_by_system.values()
for item in items
}
def _case_fingerprint(self, case: InternalCase) -> str:
return hashlib.sha1(
f"{case.case_id}|{case.order_id}|{case.customer_id}|{case.reason_code}".encode(
"utf-8"
)
).hexdigest()
def _case_display_metadata(self, case: InternalCase) -> dict[str, str]:
fingerprint = self._case_fingerprint(case)
merchant_name, merchant_mcc = self._MERCHANT_PROFILES.get(
case.reason_code,
("Atlas Commerce", "5999"),
)
last4 = str(int(fingerprint[:8], 16))[-4:].zfill(4)
base_time = datetime(2025, 1, 1, 9, 0, tzinfo=timezone.utc)
txn_minutes = int(fingerprint[8:14], 16) % (180 * 24 * 60)
dispute_lag_hours = 24 + (int(fingerprint[14:18], 16) % 96)
transaction_dt = base_time + timedelta(minutes=txn_minutes)
dispute_dt = transaction_dt + timedelta(hours=dispute_lag_hours)
return {
"transaction_id": f"txn_{fingerprint[:14]}",
"transaction_timestamp": transaction_dt.strftime("%Y-%m-%dT%H:%M:%SZ"),
"dispute_opened_at": dispute_dt.strftime("%Y-%m-%dT%H:%M:%SZ"),
"merchant_name": merchant_name,
"merchant_mcc": merchant_mcc,
"masked_card": f"**** **** **** {last4}",
}
def _episode_metrics(self) -> dict[str, float]:
"""User-observable episode metrics. Never exposes grader-internal
labels such as required/helpful/harmful evidence IDs or coverage
against the hidden answer key."""
open_cases = 0
urgent_cases = 0
resolved_cases = 0
total_attached = 0
total_retrieved = 0
pending_issuer = 0
pending_evidence = 0
for case in self._task.cases:
progress = self._progress_by_case[case.case_id]
total_attached += len(progress.attached_evidence_ids)
total_retrieved += len(progress.retrieved_evidence_ids)
pending_evidence += len(progress.pending_evidence_systems)
if progress.resolution_status == "pending_issuer_review":
pending_issuer += 1
if not self._case_arrived(case):
continue
steps_until_deadline = case.deadline_step - self._state.step_count
if progress.resolution_status == "open":
open_cases += 1
if steps_until_deadline <= 2:
urgent_cases += 1
else:
resolved_cases += 1
deadline_pressure = (
0.0 if len(self._task.cases) == 0 else urgent_cases / len(self._task.cases)
)
triage_efficiency = resolved_cases / max(1, self._state.step_count)
return {
"open_case_count": float(open_cases),
"resolved_case_count": float(resolved_cases),
"deadline_pressure_index": round(deadline_pressure, 4),
"triage_efficiency": round(triage_efficiency, 4),
"total_evidence_attached": float(total_attached),
"total_evidence_retrieved": float(total_retrieved),
"pending_issuer_reviews": float(pending_issuer),
"pending_evidence_requests": float(pending_evidence),
"future_case_count": float(self._future_case_count()),
}
def _selected_case_info(self) -> dict[str, object]:
"""Per-case diagnostic info visible to agents. Only exposes
signals an analyst could observe (deadline proximity, which
systems haven't been queried, counts). Does NOT expose which
evidence IDs are required, helpful, or harmful."""
if self._selected_case_id is None:
return {
"deadline_warning": False,
"unqueried_systems": [],
}
case = self._lookup_case(self._selected_case_id)
progress = self._progress_by_case[case.case_id]
all_systems = {"orders", "payment", "shipping", "support", "refunds", "risk"}
return {
"deadline_warning": (case.deadline_step - self._state.step_count) <= 2,
"unqueried_systems": sorted(
all_systems.difference(progress.revealed_systems)
),
"attached_evidence_count": len(progress.attached_evidence_ids),
"retrieved_evidence_count": len(progress.retrieved_evidence_ids),
"pending_evidence_systems": sorted(progress.pending_evidence_systems),
"pending_issuer_review": progress.resolution_status
== "pending_issuer_review",
"steps_until_deadline": case.deadline_step - self._state.step_count,
}
def _build_queue(self) -> list[CaseQueueItem]:
queue = []
for case in self._visible_task_cases():
progress = self._progress_by_case[case.case_id]
display = self._case_display_metadata(case)
queue.append(
CaseQueueItem(
case_id=case.case_id,
transaction_id=display["transaction_id"],
transaction_timestamp=display["transaction_timestamp"],
dispute_opened_at=display["dispute_opened_at"],
merchant_name=display["merchant_name"],
merchant_mcc=display["merchant_mcc"],
masked_card=display["masked_card"],
card_network=case.card_network,
network_reason_code=case.network_reason_code,
response_window_days=case.response_window_days,
amount=case.amount,
currency=case.currency,
reason_code=case.reason_code,
status=progress.resolution_status,
summary=case.summary,
deadline_step=case.deadline_step,
steps_until_deadline=case.deadline_step - self._state.step_count,
)
)
return queue
def _build_visible_case(self) -> VisibleCase | None:
if self._selected_case_id is None:
return None
case = self._lookup_case(self._selected_case_id)
progress = self._progress_by_case[case.case_id]
display = self._case_display_metadata(case)
evidence_map = self._evidence_map(case)
retrieved = [
EvidenceCard(
evidence_id=evidence_id,
source_system=evidence_map[evidence_id].source_system,
title=evidence_map[evidence_id].title,
summary=evidence_map[evidence_id].summary,
attached=evidence_id in progress.attached_evidence_ids,
)
for evidence_id in sorted(progress.retrieved_evidence_ids)
]
attached = [
EvidenceCard(
evidence_id=evidence_id,
source_system=evidence_map[evidence_id].source_system,
title=evidence_map[evidence_id].title,
summary=evidence_map[evidence_id].summary,
attached=True,
)
for evidence_id in progress.attached_evidence_ids
]
policy = None
if progress.policy_retrieved:
policy = PolicyView(
reason_code=case.reason_code,
guidance=case.policy_guidance,
required_evidence=list(case.policy_requirements),
)
return VisibleCase(
case_id=case.case_id,
transaction_id=display["transaction_id"],
transaction_timestamp=display["transaction_timestamp"],
dispute_opened_at=display["dispute_opened_at"],
order_id=case.order_id,
customer_id=case.customer_id,
merchant_name=display["merchant_name"],
merchant_mcc=display["merchant_mcc"],
masked_card=display["masked_card"],
card_network=case.card_network,
network_reason_code=case.network_reason_code,
response_window_days=case.response_window_days,
compelling_evidence_category=case.compelling_evidence_category,
amount=case.amount,
currency=case.currency,
reason_code=case.reason_code,
status=progress.resolution_status,
current_strategy=progress.current_strategy,
summary=case.summary,
inspection_notes=case.inspection_notes if progress.inspected else None,
systems_revealed=sorted(progress.revealed_systems),
retrieved_evidence=retrieved,
attached_evidence=attached,
policy=policy,
submission_status=progress.resolution_status
if progress.resolution_status != "open"
else None,
round_number=progress.round_number,
last_issuer_decision=(
progress.issuer_decisions[-1] if progress.issuer_decisions else None
),
last_issuer_rationale=(
progress.issuer_rationales[-1] if progress.issuer_rationales else None
),
pre_arb_evidence_added=list(progress.pre_arb_evidence_added),
arbitration_outcome=progress.arbitration_outcome,
arb_fees_paid=progress.arb_fees_paid,
final_economic_outcome=progress.final_economic_outcome,
)
def _build_available_actions(self) -> list[str]:
if self._done:
return []
base = ["select_case"]
open_visible = [
case
for case in self._visible_task_cases()
if self._progress_by_case[case.case_id].resolution_status == "open"
]
has_pending_or_future = (
self._pending_work_count() > 0 or self._future_case_count() > 0
)
if self._selected_case_id is None:
return base if open_visible else ["wait_for_updates"]
case_progress = self._progress_by_case[self._selected_case_id]
if case_progress.resolution_status != "open":
return base if open_visible else ["wait_for_updates"]
if case_progress.round_number == 2:
# Pre-arbitration: investigation actions still help (e.g. to pull
# compelling evidence from a system) but the round-1 submit path
# is closed off in favour of the three terminal pre-arb actions.
return base + [
"query_system",
"retrieve_policy",
"add_evidence",
"remove_evidence",
"respond_to_pre_arb",
"escalate_to_arbitration",
"accept_arbitration_loss",
]
actions = base + [
"inspect_case",
"query_system",
"retrieve_policy",
"add_evidence",
"remove_evidence",
"set_strategy",
"submit_representment",
"resolve_case",
]
if has_pending_or_future and not open_visible:
actions.append("wait_for_updates")
return actions
def _estimated_progress_score(self) -> float:
report = grade_episode(
self._task,
self._progress_by_case,
self._state.step_count,
self._state.episode_id or "",
completed=False,
)
return report.normalized_score
def _build_observation(
self,
reward: float,
done: bool,
result: str | None = None,
) -> ChargebackOpsObservation:
progress_score = (
self._latest_report.normalized_score
if self._latest_report is not None
else self._estimated_progress_score()
)
self._state.queue_state = [
CaseResolutionState(
case_id=case.case_id,
status=self._progress_by_case[case.case_id].resolution_status,
current_strategy=self._progress_by_case[case.case_id].current_strategy,
resolved=self._progress_by_case[case.case_id].resolution_status
!= "open",
steps_until_deadline=case.deadline_step - self._state.step_count,
)
for case in self._task.cases
]
self._state.action_history = [
ActionTraceItem(
step_index=record.step_index,
action_type=record.action_type,
case_id=record.case_id,
outcome=record.outcome,
reward=record.reward,
)
for record in self._action_history
]
self._state.selected_case_id = self._selected_case_id
self._state.metrics = self._episode_metrics()
observation_info = {
**self._selected_case_info(),
"episode_metrics": self._state.metrics,
"current_task_max_steps": self._task.max_steps,
}
return ChargebackOpsObservation(
task_id=self._task.task_id,
task_title=self._task.title,
difficulty=self._task.difficulty,
objective=self._task.objective,
selected_case_id=self._selected_case_id,
queue=self._build_queue(),
visible_case=self._build_visible_case(),
last_action_result=result or self._last_action_result,
available_actions=self._build_available_actions(),
steps_remaining=max(0, self._task.max_steps - self._state.step_count),
progress_score=round(progress_score, 4),
info=observation_info,
grader_report=self._latest_report,
done=done,
reward=reward,
metadata={
"reward_components": {
"step_reward": reward,
"progress_score": round(progress_score, 4),
},
"info": observation_info,
},
)
@property
def state(self) -> ChargebackOpsState:
return self._state
|