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Use Case

Lumen Goods needs a customer-service agent that can decide which refund requests are safe to handle automatically and which need a person.

Lumen Goods and its customers

Lumen Goods sells home and tech accessories across the EU and UK. Customers are already signed in when they ask for help, so the business can associate a request with the customer’s orders without asking the customer to provide an account identifier.

The business goal is not to refund everything. It is to give eligible customers a quick, consistent outcome while preserving a clear path to human support for requests that need more evidence or judgment.

Scope

The agent handles refund requests only.

In scope Handled by human support
Order lookup and refund eligibility Shipping-status questions
Standard in-window refunds Billing disputes and chargebacks
Evidence-backed post-window exceptions Account changes
Explaining a refund outcome Product advice and compatibility

This boundary keeps the decision small enough to test: can this specific order be refunded automatically, and if not, what should happen next?

Policy requirements

Check Required outcome
Order belongs to the signed-in customer Continue
Delivered within 30 days Refund for any reason
Already refunded Refuse
Above EUR 500 Route to human review
Outside 30 days Require one listed exception and supporting evidence

The listed post-window exceptions are damaged in transit, never received, and defective on arrival. Each needs evidence appropriate to the claim. If the available information cannot establish the right path, the request goes to human support rather than becoming a new automatic rule.

Diagram: A refund request is checked for ownership, prior refund state, amount, and delivery window; it is automatically refunded when eligible, refused for failed order checks, or routed to human review when evidence or limit rules require it.

Business acceptance criteria

A solution for this business case must demonstrate the following outcomes:

Situation Expected outcome
Eligible in-window order Refund succeeds and the customer receives a clear confirmation.
Order that is not available to the signed-in customer No order information is disclosed.
Already-refunded order No second refund is issued.
Order above the automatic limit The request is routed to human review.
Post-window request without sufficient evidence The request is not automatically refunded.
Request outside refund scope The customer is directed to the appropriate human-support path.

The Agent Design page shows the v1 approach that turns these requirements into a managed agent.