{
  "workflow": "refund_and_return_resolution",
  "environment": "production",
  "issue_type": "refund",
  "customer_tier": "self-serve",
  "prompt_name": "support-reply",
  "prompt_version": 18,
  "release_version": "2026.04.10",
  "model_provider": "openai",
  "model_name": "gpt-4o-mini",
  "ticket_id": "ticket_compressed_refund_rollout_denied_a_valid_exception_path_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": "Compressed refund rollout denied a valid exception path",
  "story_summary": "The cheaper rollout responded faster, but missed the damaged-shipment exception and denied the case incorrectly.",
  "scenario_id": "scn_refund_after_window_regression",
  "customer_intent": "Customer referenced a damaged shipment and requested review after the standard refund window.",
  "expected_resolution": "Recognize the damage exception or escalate instead of applying the strict time-window refusal.",
  "policy_result": "incorrect_denial",
  "quality_score": 0.48,
  "severity_tag": "critical",
  "status_label": "Critical regression",
  "replay_label": "Returns Resolution Copilot · Compressed refund rollout denied a valid exception path",
  "operator_notes": "Case: Compressed refund rollout denied a valid exception path\nIntent: Customer referenced a damaged shipment and requested review after the standard refund window.\nExpected resolution: Recognize the damage exception or escalate instead of applying the strict time-window refusal.\nObserved policy result: incorrect_denial\nStory summary: The cheaper rollout responded faster, but missed the damaged-shipment exception and denied the case incorrectly.\nAgent role: Returns Resolution Copilot\nOwner team: Post-purchase Ops"
}