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● Active v17Owner: Jordan Wells · Support Ops Lead · 412 tickets / day · Avg TTR 9m · open agent UI →
CSAT · 7d
4.6/5
▲ 0.3 vs prev
Avg time to resolve
9m 14s
▼ 1m 12s
Active tickets
17
3 new in last hour
Auto-resolved · 7d
2,418
▲ 12% vs prev
Escalations needing human decision · 2
Ticket #28471 · Lakeside Co. · refund $5,200 exceeds agent autonomous limit
Decide
Ticket #28488 · Westin Industrial · contract terms question — needs legal sign-off
Route
Ticket queue
New
4
Order #28471 missing
Customer never received order, asking about refund
Login issues after password reset
"Reset link doesn't work, getting 500 errors"
Bulk pricing question
Quote for 5,000 unit order, custom branding
Cancel subscription request
Wants to downgrade plan, asks about retention offer
In progress
3
Refund request — order #28471 ←
Agent confirmed entitlement, awaiting human authorisation for amount
Damaged shipment claim
Photo evidence received, processing replacement
Tax invoice request
Generating revised invoice with VAT
Awaiting customer
2
Shipping address verification
Waiting on confirmation of correct ZIP
Account merge request
Asked customer for original signup email
Resolved · today
8
Coupon code question
Resolved · CSAT 5
Order tracking
Resolved · CSAT 5
+ 6 more resolved
Active ticket transcript
SK
I never received my order #28471. Tracking shows it was supposed to arrive on April 30 but nothing has shown up. Can I get a full refund? This was time-sensitive for our event.
A
I'm sorry to hear that, Sarah. I'm checking on order #28471 right now.
→ get_order_status(order_id="28471")
← {status: "shipped", shipped_at: "2026-04-28", last_scan: "2026-04-30", value: 5200}
← {status: "shipped", shipped_at: "2026-04-28", last_scan: "2026-04-30", value: 5200}
→ check_entitlement(customer_id="lakeside-co", claim_type="undelivered")
← {eligible: true, policy: "full_refund_after_72h_no_movement", limit: 10000}
← {eligible: true, policy: "full_refund_after_72h_no_movement", limit: 10000}
A
Your order shipped on April 28 but tracking shows no movement since April 30 — that's beyond our 72-hour threshold. You're eligible for a full refund of $5,200 under your plan's undelivered-shipment policy12.
Because the refund amount is over $5,000, I'll route this to your account exec, Devon Park, for final authorisation. You should hear back within 4 hours.
Because the refund amount is over $5,000, I'll route this to your account exec, Devon Park, for final authorisation. You should hear back within 4 hours.
[1] Plan: Enterprise · §4.2 Undelivered shipment refund policy
[2] Order #28471 status · last_scan 2026-04-30 (4d 14h ago)
[2] Order #28471 status · last_scan 2026-04-30 (4d 14h ago)
SK
Thank you. How long until I see the refund?
A
Once Devon authorises, refunds typically post to your original payment method within 3-5 business days. I've flagged this as priority given the time sensitivity you mentioned.
— awaiting human authorisation —
— awaiting human authorisation —