{
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  "manifest": {
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    "spec_url": "https://runback.dev/spec",
    "verifier_url": "https://runback.dev/verify"
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    "name": "support-refund-agent",
    "status": "success",
    "input": "Customer #5992 is asking for a refund of A$49.57 on order ORD-40088 because they cancelled within the cooling-off period.",
    "output": {
      "summary": "I've issued a full refund of A$49.57 to customer Quinn Mockridge for order ORD-40088 and notified them via email that the refund has been processed."
    },
    "error": null,
    "metadata": {
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      "phase": "start",
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              "properties": {
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              },
              "additionalProperties": false
            },
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          {
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              ],
              "properties": {
                "order_id": {
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                  "description": "Order id, e.g. ORD-12345"
                }
              },
              "additionalProperties": false
            },
            "description": "Look up an order by id."
          },
          {
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            "parameters": {
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              "required": [
                "customer_id",
                "order_id",
                "amount"
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              "properties": {
                "amount": {
                  "type": "number",
                  "description": "Amount in AUD"
                },
                "order_id": {
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                  "description": "Order id"
                },
                "customer_id": {
                  "type": "number",
                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Refund an amount in AUD to the customer's original payment method."
          },
          {
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            "parameters": {
              "type": "object",
              "required": [
                "customer_id",
                "reason"
              ],
              "properties": {
                "reason": {
                  "type": "string",
                  "description": "Why a person should decide"
                },
                "customer_id": {
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                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Hand the case to a human support lead with a reason."
          },
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              "required": [
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                  "description": "Customer id"
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              },
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            },
            "description": "Hand the customer message to the notification agent, which runs as its own agent and picks SMS or email from the customer's contact preferences."
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        },
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          }
        ]
      },
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        "text": "I'll look up the customer and order details to verify this refund request.",
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        "city": "Brisbane",
        "name": "Quinn Mockridge",
        "tier": "standard",
        "customer_since": "2018-06-01"
      },
      "run_id": "sbx-support-refund-16dff6a63faf",
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        "payment": "card",
        "disputed": false,
        "order_id": "ORD-40088",
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        "customer_id": 5992
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                  "description": "Customer id"
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          },
          {
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              "properties": {
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              },
              "additionalProperties": false
            },
            "description": "Look up an order by id."
          },
          {
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            "parameters": {
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              "required": [
                "customer_id",
                "order_id",
                "amount"
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              "properties": {
                "amount": {
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                  "description": "Amount in AUD"
                },
                "order_id": {
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                  "description": "Order id"
                },
                "customer_id": {
                  "type": "number",
                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Refund an amount in AUD to the customer's original payment method."
          },
          {
            "name": "escalate_to_human",
            "parameters": {
              "type": "object",
              "required": [
                "customer_id",
                "reason"
              ],
              "properties": {
                "reason": {
                  "type": "string",
                  "description": "Why a person should decide"
                },
                "customer_id": {
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                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Hand the case to a human support lead with a reason."
          },
          {
            "name": "handoff_notify_customer",
            "parameters": {
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              "required": [
                "customer_id",
                "message"
              ],
              "properties": {
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                  "type": "string",
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                },
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                  "description": "Customer id"
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              },
              "additionalProperties": false
            },
            "description": "Hand the customer message to the notification agent, which runs as its own agent and picks SMS or email from the customer's contact preferences."
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        ],
        "params": {
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        },
        "system": "You are Acme's support refund agent. You are running in Runback's public demo sandbox: every customer, order, invoice and account is synthetic, and your tools act on test data only. Resolve refund requests quickly and politely. Look the customer and order up before deciding. Gold-tier customers get the benefit of the doubt. A customer should hear about a refund once it is issued. Use the tools to act; when you are done, reply with a one-sentence summary of what you did.",
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          {
            "role": "user",
            "content": "Customer #5992 is asking for a refund of A$49.57 on order ORD-40088 because they cancelled within the cooling-off period."
          },
          {
            "role": "assistant",
            "content": [
              {
                "text": "I'll look up the customer and order details to verify this refund request.",
                "type": "text"
              },
              {
                "type": "tool-call",
                "input": {
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                },
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              {
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                    "name": "Quinn Mockridge",
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                },
                "toolName": "lookup_customer",
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                    "customer_id": 5992
                  }
                },
                "toolName": "lookup_order",
                "toolCallId": "toolu_017SbuicgRyLE5DCRk4tyGMn"
              }
            ]
          }
        ]
      },
      "span_id": "l2",
      "response": {
        "text": "The order details match the refund request. Customer Quinn Mockridge is a standard-tier customer with a long history (since 2018), the order total is A$49.57, and it's not disputed. A cooling-off period cancellation is a legitimate reason for a refund. I'll process this now.",
        "reasoning": null,
        "tool_calls": [
          {
            "input": {
              "amount": 49.57,
              "order_id": "ORD-40088",
              "customer_id": 5992
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          },
          {
            "input": {
              "message": "Your refund of A$49.57 for order ORD-40088 has been processed and will be returned to your original payment method.",
              "customer_id": 5992
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      "input": {
        "amount": 49.57,
        "order_id": "ORD-40088",
        "customer_id": 5992
      },
      "output": {
        "sandbox": true,
        "refunded": true,
        "refund_id": "RF-9924957",
        "amount_aud": 49.57
      },
      "run_id": "sbx-support-refund-16dff6a63faf",
      "ts_end": "2026-10-28T13:10:53.433Z",
      "span_id": "t3",
      "ts_start": "2026-10-28T13:10:53.407Z",
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      "input": {
        "message": "Your refund of A$49.57 for order ORD-40088 has been processed and will be returned to your original payment method.",
        "customer_id": 5992
      },
      "output": {
        "agent": "notify-customer-agent",
        "run_id": "sbx-notify-customer-a52230cef7c6",
        "outcome": "completed",
        "summary": "I notified customer #5992 via email about their processed refund for order ORD-40088.",
        "delegated": true
      },
      "run_id": "sbx-support-refund-16dff6a63faf",
      "ts_end": "2026-10-28T13:11:00.234Z",
      "span_id": "t4",
      "ts_start": "2026-10-28T13:10:53.433Z",
      "tool_name": "handoff_notify_customer",
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      "tool_call_id": "toolu_01Ctm9KkjrbC9gpuewFHb1U4",
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    {
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      "run_id": "sbx-support-refund-16dff6a63faf",
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      "request": {
        "tools": [
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              "required": [
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              "properties": {
                "customer_id": {
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                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Look up a customer by id."
          },
          {
            "name": "lookup_order",
            "parameters": {
              "type": "object",
              "required": [
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              ],
              "properties": {
                "order_id": {
                  "type": "string",
                  "description": "Order id, e.g. ORD-12345"
                }
              },
              "additionalProperties": false
            },
            "description": "Look up an order by id."
          },
          {
            "name": "issue_refund",
            "parameters": {
              "type": "object",
              "required": [
                "customer_id",
                "order_id",
                "amount"
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              "properties": {
                "amount": {
                  "type": "number",
                  "description": "Amount in AUD"
                },
                "order_id": {
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                  "description": "Order id"
                },
                "customer_id": {
                  "type": "number",
                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Refund an amount in AUD to the customer's original payment method."
          },
          {
            "name": "escalate_to_human",
            "parameters": {
              "type": "object",
              "required": [
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                  "description": "Customer id"
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              },
              "additionalProperties": false
            },
            "description": "Hand the case to a human support lead with a reason."
          },
          {
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            "parameters": {
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              "required": [
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                "message"
              ],
              "properties": {
                "message": {
                  "type": "string",
                  "description": "What the customer needs to be told"
                },
                "customer_id": {
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                  "description": "Customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Hand the customer message to the notification agent, which runs as its own agent and picks SMS or email from the customer's contact preferences."
          }
        ],
        "params": {
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          "max_output_tokens": 500
        },
        "system": "You are Acme's support refund agent. You are running in Runback's public demo sandbox: every customer, order, invoice and account is synthetic, and your tools act on test data only. Resolve refund requests quickly and politely. Look the customer and order up before deciding. Gold-tier customers get the benefit of the doubt. A customer should hear about a refund once it is issued. Use the tools to act; when you are done, reply with a one-sentence summary of what you did.",
        "messages": [
          {
            "role": "user",
            "content": "Customer #5992 is asking for a refund of A$49.57 on order ORD-40088 because they cancelled within the cooling-off period."
          },
          {
            "role": "assistant",
            "content": [
              {
                "text": "I'll look up the customer and order details to verify this refund request.",
                "type": "text"
              },
              {
                "type": "tool-call",
                "input": {
                  "customer_id": 5992
                },
                "toolName": "lookup_customer",
                "toolCallId": "toolu_01D9hbwE2CqRhRre8DGmEVN8"
              },
              {
                "type": "tool-call",
                "input": {
                  "order_id": "ORD-40088"
                },
                "toolName": "lookup_order",
                "toolCallId": "toolu_017SbuicgRyLE5DCRk4tyGMn"
              }
            ]
          },
          {
            "role": "tool",
            "content": [
              {
                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "id": 5992,
                    "city": "Brisbane",
                    "name": "Quinn Mockridge",
                    "tier": "standard",
                    "customer_since": "2018-06-01"
                  }
                },
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                    "customer_id": 5992
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                },
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          },
          {
            "role": "assistant",
            "content": [
              {
                "text": "The order details match the refund request. Customer Quinn Mockridge is a standard-tier customer with a long history (since 2018), the order total is A$49.57, and it's not disputed. A cooling-off period cancellation is a legitimate reason for a refund. I'll process this now.",
                "type": "text"
              },
              {
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              {
                "type": "tool-call",
                "input": {
                  "message": "Your refund of A$49.57 for order ORD-40088 has been processed and will be returned to your original payment method.",
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                },
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            ]
          },
          {
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            "content": [
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                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "sandbox": true,
                    "refunded": true,
                    "refund_id": "RF-9924957",
                    "amount_aud": 49.57
                  }
                },
                "toolName": "issue_refund",
                "toolCallId": "toolu_012oHoS78ZP2Z5Ptz2wgG8oj"
              },
              {
                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "agent": "notify-customer-agent",
                    "run_id": "sbx-notify-customer-a52230cef7c6",
                    "outcome": "completed",
                    "summary": "I notified customer #5992 via email about their processed refund for order ORD-40088.",
                    "delegated": true
                  }
                },
                "toolName": "handoff_notify_customer",
                "toolCallId": "toolu_01Ctm9KkjrbC9gpuewFHb1U4"
              }
            ]
          }
        ]
      },
      "span_id": "l3",
      "response": {
        "text": "I've issued a full refund of A$49.57 to customer Quinn Mockridge for order ORD-40088 and notified them via email that the refund has been processed.",
        "reasoning": null,
        "tool_calls": [],
        "finish_reason": "stop"
      },
      "ts_start": "2026-10-28T13:11:00.234Z",
      "latency_ms": 882,
      "parent_span_id": "r",
      "schema_version": 1,
      "_hash": "ca0dad262f906b4c744e78cf371765e272cc8297b14f138161a21f686b1e2b56"
    },
    {
      "seq": 8,
      "name": "support-refund-agent",
      "type": "run",
      "error": null,
      "input": null,
      "phase": "end",
      "output": {
        "summary": "I've issued a full refund of A$49.57 to customer Quinn Mockridge for order ORD-40088 and notified them via email that the refund has been processed."
      },
      "run_id": "sbx-support-refund-16dff6a63faf",
      "status": "success",
      "ts_end": "2026-10-28T13:11:01.116Z",
      "span_id": "re",
      "metadata": {
        "demo_agent": true,
        "sandbox_tools": true
      },
      "ts_start": "2026-10-28T13:11:01.116Z",
      "parent_span_id": null,
      "schema_version": 1,
      "_hash": "1708bc4236b45b0438aff96b9bde08b2cea5462f68d4b3131bb7a556b39786ff"
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}