refund-policy

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:

1. DECISION: FULL_REFUND | PARTIAL_REFUND | STORE_CREDIT | DENIED
2. Amount and method.
3. Cite the matching rule.
4. Next steps for the customer.