# Worked example + edge case

## Example 1 — a refund dispute mid-resolution

**Source ticket (#4471):** Customer Maria Lopez (Pro plan, customer since 2022)
opened a ticket: order #A-8830 arrived with a cracked screen. She replied twice,
last one impatient ("third day, still nothing"). Agent issued a replacement-or-
refund offer; customer chose refund. Refund not yet processed — waiting on
warehouse to confirm the return was received.

**Handoff brief:**

## Customer Context
Maria Lopez, Pro plan, customer since 2022 (low churn risk historically, but
patience is thin on this ticket). Order #A-8830.

## Issue
Order #A-8830 arrived with a cracked screen. Maria expected a working unit and
wants her money back, not a repair.

## Resolution Steps Taken
- Offered replacement or refund — Maria chose refund.
- Sent the prepaid return label; tracking shows the unit in transit.
- Refund itself not yet issued (see status).

## Current Status
Open, blocked on the warehouse confirming the return was received. No agent action
possible until that lands.

## Recommended Next Action
Watch for the warehouse receipt scan, then issue the refund on #A-8830 the same
day — Maria has chased twice and a delay past the scan will read as stalling.

---

## Edge case — nothing tried yet

When a ticket is freshly opened and no one has acted, do **not** invent steps or
leave the section blank. State the absence plainly; it tells the next person the
ticket is untouched and the clock is running.

## Resolution Steps Taken
Nothing yet — ticket opened 10 minutes ago, no agent has responded.

That one line is more useful than an empty heading: it distinguishes "we tried and
it didn't work" from "no one has looked at this," which lead to very different next
actions.
