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Reference Case (Lower Risk)

Case ID: CASE-001 — Refund Delegation Policy (Class A/B)

Intent

Demonstrate a bounded financial decision domain where delegation is permitted under strict impact limits and clear reversibility.

Risk class

  • Default: Class A if strictly low threshold and immediate reversal exists
  • Escalates to Class B if refund volume is material, rollback is slow, or scope spans multiple systems

Scope

  • scope.id: SCOPE-REFUNDS-CIP
  • scope.kind: DECISION_DOMAIN
  • scope.boundary_ref: SB-004 (Customer Interaction Platform)

System Boundary (SB-004)

  • Included: CRM core, refund workflow engine, customer history DB
  • Excluded: billing ledger core, payment rail gateway
  • Allowed interfaces: CRM API read/write; refund engine API invoke; customer history read
  • Forbidden interfaces: direct payment rail access; billing ledger write
  • Data spaces: PII (restricted), interaction logs (internal), refund events (internal)
  • Legal/org mapping: CRM owned by Entity A; refund engine owned by Entity A

Decision Record (DR-0127 - Refund Delegation)

  • Type: AUTOMATION
  • Authority role: Head of Customer Ops
  • Mandate source: GC-REFUNDS-01

  • Boundary:

  • Allowed: issue refund <= EUR 500

  • Required conditions: loyalty_score > 0.8 AND fraud_risk < threshold
  • Excluded: chargebacks; refunds > EUR 500; any action touching payment rails
  • Delegation level: AUTONOMOUS
  • Trigger conditions: customer complaint category X; verified transaction ID

  • Escalation path:

  • Support Lead (P2) within 4h

  • Head of Ops (P1) within 1h
  • Expiry policy: REVIEW_CYCLE quarterly (Class B) or annual (Class A)

Responsibility Binding (RB-009 - Refund Outcome Ownership)

  • Applies to: DR-0127
  • Outcome owner: Product Lead (Support Platform)
  • Mandate origin: BR-2025-11
  • Escalation owner: Head of Ops
  • Delegation permissions: no sub‑delegation beyond defined agent target

Delegation Readiness Check (DRC-045 - SupportBot Refund Delegation)

  • Target: AGENT:SupportBot
  • Context: SB-004, DR-0127, RB-009
  • Required artifacts: SB-004, DR-0127, RB-009

  • Evidence required:

  • mandate refs (GC-REFUNDS-01, BR-2025-11)

  • escalation procedure reference

  • Result:

  • PERMITTED if evidence is valid and reachability confirmed (Class B)

  • NOT_PERMITTED if escalation reachability is unverified or expired

Evidence map (minimal)

  • EVID-MANDATE-01: GC-REFUNDS-01 (authority mandate)
  • EVID-MANDATE-02: BR-2025-11 (RB binding)
  • EVID-ESC-01: escalation procedure doc reference
  • EVID-TEST-01 (Class B only): escalation reachability drill record

Conformity claim (canonical)

(SCOPE-REFUNDS-CIP, GTAF-0.1, 2026-01-01..2026-03-31, basis: DRC-045)

Revalidation triggers

  • Threshold change (> EUR 500)
  • Scope expands to billing/payment rails
  • Delegation target changes
  • Role/mandate changes (authority/outcome owner)
  • Escalation coverage model changes

Key references