{
  "workflow": "refund_and_return_resolution",
  "environment": "production",
  "issue_type": "refund",
  "customer_tier": "self-serve",
  "prompt_name": "support-reply",
  "prompt_version": 17,
  "release_version": "2026.04.07",
  "model_provider": "openai",
  "model_name": "gpt-4o",
  "ticket_id": "ticket_late_return_request_handled_with_clear_exception_guidance_session_returns_exception_week1",
  "language": "en",
  "user_id": "customer_refund",
  "agent_profile_id": "returns-resolution-copilot",
  "agent_team": "Post-purchase Ops",
  "agent_owner": "Support automation",
  "agent_mission": "Handles refund, exchange, and return-eligibility decisions for self-serve customers.",
  "story_label": "Late return request handled with clear exception guidance",
  "story_summary": "Returns Resolution Copilot explained the refund window, suggested store credit, and stayed fully grounded.",
  "scenario_id": "scn_refund_after_window_baseline",
  "customer_intent": "Customer requested a refund 42 days after delivery and referenced a damaged box photo.",
  "expected_resolution": "Refuse the refund politely, cite the window, and offer the approved recovery path.",
  "policy_result": "correct_refusal",
  "quality_score": 0.93,
  "severity_tag": "healthy",
  "status_label": "Healthy baseline",
  "replay_label": "Returns Resolution Copilot · Late return request handled with clear exception guidance",
  "operator_notes": "Case: Late return request handled with clear exception guidance\nIntent: Customer requested a refund 42 days after delivery and referenced a damaged box photo.\nExpected resolution: Refuse the refund politely, cite the window, and offer the approved recovery path.\nObserved policy result: correct_refusal\nStory summary: Returns Resolution Copilot explained the refund window, suggested store credit, and stayed fully grounded.\nAgent role: Returns Resolution Copilot\nOwner team: Post-purchase Ops"
}