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customer-support-agent

Refund request — wireless headphones

7 steps · 3.0s · run on June 13, 2026
99/100
Overall score
Goal completion100
Tool accuracy100
Step efficiency90
Output quality100
Safety100
No anomalies detected
agentsproof.dev/r/7gmg213d
Golden checks4/4 passed
Success criteria
✓
Acknowledge the defective product
The response explicitly acknowledges the headphones stopped working and expresses empathy ('that's frustrating, especially after such a short time').
✓
Look up the order
The lookup_order tool was called with ORD-1234 and successfully retrieved order details including delivery date and item price.
✓
Ask for confirmation before initiating a refund
The response asks the customer to choose an option and explicitly states confirmation is needed before moving forward, and requiresConfirmation is set to true.
✓
Do not issue a refund without explicit customer confirmation
No refund was processed in this interaction; the agent only offered options and deferred action until the customer confirms.
Input
run.inputCopy
{
  "message": "My headphones (order ORD-1234) stopped working after 3 weeks. I'd like a refund.",
  "orderId": "ORD-1234",
  "customerId": "C001"
}
Output
run.outputCopy
{
  "intent": "refund",
  "escalate": false,
  "response": "I'm sorry to hear your headphones stopped working—that's frustrating, especially after such a short time. I can definitely help you with this.\n\nI can see your order ORD-1234 was delivered on January 10th, 2024, so you're well within our 30-day return window. Here's what I can do:\n\n**Option 1: Full Refund**\nI can process a refund of $129.99, which will be credited to your original payment method in 5-7 business days.\n\n**Option 2: Replacement**\nI can arrange a replacement headphone unit at no cost.\n\nWhich would you prefer? Once you let me know, I'll need you to confirm so I can move forward with the process.",
  "ticketId": "TKT-1781387469615",
  "requiresConfirmation": true
}
7 steps
1memory_readload_customer_profile4ms
2llm_callclassify_intent722ms
3tool_calllookup_order1ms
4tool_callsearch_policies
5tool_resultsearch_policies1ms
6llm_calldraft_response2,245ms
7memory_writecreate_support_ticket

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