{
  "workflow": "refund_and_return_resolution",
  "environment": "production",
  "issue_type": "refund",
  "customer_tier": "self-serve",
  "prompt_name": "support-reply",
  "prompt_version": 19,
  "release_version": "2026.04.13",
  "model_provider": "openai",
  "model_name": "gpt-4o-mini",
  "ticket_id": "ticket_recovery_candidate_restored_refund_exception_handling_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": "Recovery candidate restored refund exception handling",
  "story_summary": "Version 19 preserved the cheaper routing path while restoring the damaged-shipment exception logic.",
  "scenario_id": "scn_refund_after_window_fix",
  "customer_intent": "Customer requested a refund after the normal window but supplied valid damage evidence.",
  "expected_resolution": "Honor the approved exception path with a grounded explanation and next steps.",
  "policy_result": "correct_exception_handled",
  "quality_score": 0.91,
  "severity_tag": "healthy",
  "status_label": "Validated recovery",
  "replay_label": "Returns Resolution Copilot · Recovery candidate restored refund exception handling",
  "operator_notes": "Case: Recovery candidate restored refund exception handling\nIntent: Customer requested a refund after the normal window but supplied valid damage evidence.\nExpected resolution: Honor the approved exception path with a grounded explanation and next steps.\nObserved policy result: correct_exception_handled\nStory summary: Version 19 preserved the cheaper routing path while restoring the damaged-shipment exception logic.\nAgent role: Returns Resolution Copilot\nOwner team: Post-purchase Ops"
}