tasks/billing_refund_easy.py

from __future__ import annotations

from tasks.base import SupportTaskSpec, KnowledgeSnippet, SupportTicket

TASK = SupportTaskSpec(
    task_id="billing_refund_easy",
    difficulty="easy",
    title="Duplicate charge refund triage",
    objective=(
        "Triage a duplicate-charge billing ticket, send the correct customer response, "
        "and close the case only if no further customer information is required."
    ),
    ticket=SupportTicket(
        customer_name="Riya Shah",
        customer_tier="pro",
        company="PixelNorth Studio",
        subject="Charged twice after I canceled",
        body=(
            "I canceled our Pro annual workspace yesterday, but my card was charged again "
            "this morning and I still see the old invoice. We only had one workspace, "
            "so this looks like a duplicate charge. Please fix it quickly."
        ),
        region="ap-south-1",
        affected_users=12,
        sla_minutes_remaining=240,
    ),
    knowledge_base=(
        KnowledgeSnippet(
            article_id="kb-refund-dup",
            title="Refund duplicate charges",
            content=(
                "If a customer is double-charged, verify the duplicate invoice IDs, refund the extra charge, "
                "and send a confirmation summarizing the refund amount and timeline."
            ),
        ),
        KnowledgeSnippet(
            article_id="kb-pro-refund-policy",
            title="Pro tier refund policy",
            content=(
                "Pro annual refunds are prorated to the current billing month; processing takes 5-7 business days. "
                "Provide the refund reference ID in your reply."
            ),
        ),
    ),
    gold_queue="billing_ops",
    gold_priority="high",
    gold_issue_type="duplicate_charge",
    gold_status="resolved",
    gold_resolution_code="refund_processed",
    required_requested_fields=("invoice_ids",),
    required_reply_markers=(
        ("refund", "processed"),
        ("reference", "id"),
        ("timeline",),
    ),
    required_note_markers=(("duplicate charge",), ("refund issued",)),
    risk_flags=("sla_breach", "finance_close_risk"),
    follow_up_outcome="complete",
    follow_up_message="Customer confirms the refund hit their card.",
    follow_up_provided_fields=("refund_reference",),
    follow_up_wrong_fields=(),
    sla_step_cost=12,
    over_escalation_queues=(),
    under_escalation_deadline_step=None,
    max_steps=6,
)