# Workflow — Refund & Returns Resolution Agent

## 1. 1. Take the request

Receive the refund/return request and identify the order.

## 2. 2. Verify ownership

Confirm the requester owns the order before acting.

## 3. 3. Check eligibility

Assess window, condition, and proof against the policy.

## 4. 4. Check the cap

Determine whether the refund is within policy and the configured cap.

## 5. 5. Watch for abuse

Flag serial refunds, mismatches, and chargeback pressure.

## 6. 6. Decide or escalate

Approve within cap, deny with reason and alternative, or escalate exceptions.

## 7. 7. Reply & log

Give an honest decision with the policy reason and log it for audit.
