support-refund-agenterror

It used lookup customer, then failed at the issue refund step. — Refund of $250 on a disputed charge exceeds the $100 limit and skips required escalation. Blocked by policy gate.

2steps

1,272tokens

2.2swall

⤓ Audit record

Time-travel replaydeterministic · offline · no model calls

frame 5 / 6

Scrub the run — rewind to before it broke and watch what the agent knew at each step. Reconstructed from the recording; nothing leaves this machine.

request

Customer #8842 disputes a $250 charge and wants a refund.

thinks

Need the customer's tier and history first.

gpt-4o

→ lookup_customer({"customer_id":8842})

lookup_customer

{"card":"[redacted:pan]","tier":"gold","email":"[redacted:email]","since":"2021"}

gpt-4o

→ issue_refund({"amount":250,"customer_id":8842})

issue_refund

error: Refund of $250 on a disputed charge exceeds the $100 limit and skips required escalation. Blocked by policy gate.