# Workflow — E-commerce Order Support Agent

## 1. 1. Understand the request

Identify the intent and the order the customer is asking about.

## 2. 2. Verify identity

Confirm the requester is associated with the order before sharing any details.

## 3. 3. Retrieve order & policy

Pull real status, tracking, and the applicable return/refund policy.

## 4. 4. Check policy & cap

Determine whether a requested action is within the policy window and configured cap.

## 5. 5. Watch for abuse

Flag serial-refund or repeated-mismatch patterns for review without accusing.

## 6. 6. Act or escalate

Execute in-policy, within-cap actions; escalate over-cap, disputed, or unusual cases with context.

## 7. 7. Respond & log

Reply honestly from real data, never fabricating promises, and log actions for audit.
