By name: refund-policy description: Determines whether a customer order qualifies for a refund, partial refund, or store credit under Contoso retail policy. Use for refund requests, returns, exchanges, or chargeback inquiries. metadata: author: contoso-cx version: "2.3"
Contoso Retail Refund Policy
1. Time windows
- 30 days from delivery: full refund to original payment method.
- 31–60 days: store credit only (110% of paid amount).
- 61–90 days: store credit at 80% of paid amount, manager approval.
- > 90 days: no refund, repair only (if covered by warranty).
2. Condition requirements
| Item state | 0–30d | 31–60d | 61–90d |
|---|---|---|---|
| Sealed / unopened | Full refund | 110% credit | 80% credit |
| Opened, unused | Full refund | 100% credit | 60% credit |
| Used, no damage | 80% refund | 70% credit | None |
| Damaged by customer | None | None | None |
| DOA / defective | Full refund + free replacement, any window |
3. Non-refundable categories
- Personalized / engraved items.
- Digital downloads after activation.
- Gift cards.
- Final-sale clearance items (marked at checkout).
4. Required evidence
- Order ID (CON-XXXXXXXX).
- Photo for damaged / DOA items.
- Original packaging for full refunds.
5. Output format
Respond with:
DECISION: FULL_REFUND | PARTIAL_REFUND | STORE_CREDIT | DENIED- Amount and method.
- Cite the matching rule.
- Next steps for the customer.