refund-processing

# Refund Processing Follow these steps when processing a refund request. ## Step 1: Verify eligibility 1. Retrieve the order using `get_order` with the order ID. 2. Read [refund policy](references/refund-policy.md) to determine eligibility based on the order's delivery date and item condition. 3. Check if any items fall under non-refundable categories listed in the policy. ## Step 2: Calculate refund amount 1. Read [refund calculations](references/refund-calculations.md) for the formulas and rules for full refunds, partial refunds, and defective item refunds. 2. Apply the correct calculation based on the eligibility determined in Step 1. ## Step 3: Process the refund 1. Call `create_refund` with the order ID, refund amount, and reason. 2. Call `update_order_status` to set the order status to `refund_pending`. 3. Read [refund policy](references/refund-policy.md) for the expected processing timeline by payment method. 4. Summarize the refund to the support agent: order ID, refund amount, method, and expected timeline. 5. If the support agent asks for a customer email draft, use the [refund email template](assets/refund-email-template.txt) and fill in the placeholders. ## Edge cases For gift orders, subscriptions, or multiple-item refunds, consult [refund policy](references/refund-policy.md) for the specific rules before proceeding.