Business outcomeViolatedHandlingOpenInvestigationDiagnosis supported
Expected
$45.00 refunded on the referenced payment
Actual
$0.00 on the referenced payment · $45.00 on other payment(s) since the request
Approved refund is issued correctly · business records read Oct 30, 2026, 14:38 UTCDue Oct 30, 2026, 14:37 UTC (business clock)
Evidence limits: This verdict uses the retained business records. It does not establish how the agent executed the request.
Investigation finding
Sandbox diagnosis supported · historical cause unverified
The agent refunded a different payment of the same customer because it resolves identity through an ambiguous identifier (such as the email address) instead of the order id quoted in the ticket.Inspect finding and limits →
Succeeded refunds on the named payment equal the requested amountSucceeded refunds on the named payment: $0.00 · must equal $45.00 (amount requested in the ticket) · still unmet when the deadline passed
No other payment of the customer was refunded for this requestRefunds on the customer's other payments since the ticket: $45.00 · must equal $0.00 · still unmet when the deadline passed
Satisfied checks · 2
The payment's currency matches the requested currencyPayment currency: usd · must equal usd (currency requested in the ticket)
At most one refund was issued against the paymentRefunds on the named payment: 0 · must be at most 1
Not applicable · 1
Without a requested amount, the payment is refunded in fullNot applicable: amount requested in the ticket must equal none and it is $45.00
When the support agent approves a refund request and resolves the ticket, the payment for the order named in the ticket must carry a succeeded refund for exactly the requested amount, in the requested currency, within two minutes. Refunds on other payments of the same customer do not count.
ObservedSystems of record, read-only · retrieved Oct 30, 2026, 14:38 UTC
Customer request in helpdesk ticket tkt_mvv2nb3p34qkh0sn (refund), asking for $45.00
Authorization
Agent approved the request· required by the captured contract trigger
Trigger
A refund ticket becomes resolved after agent approval
Obligation
4 applicable conditions must hold within 2 min of resolution; due Oct 30, 2026, 14:37 UTC
Instance created by
connector event · ticket.resolved via webhook (processed)
Checks run
2
Correlated identifiers
Only explicit references are used
Ticket
tkt_mvv2nb3p34qkh0sn
Order quoted in the ticket
ord_mvv2nb29301zuqna
Order resolved
ord_mvv2nb29301zuqna· Orders
Payment
ch_mvv2nb2h31sjgy91· Payments
Refunds on that payment
none
Shipment
none for the order
Customer
cus_mvv2nb1t2z9p5yrs
Other orders, same customer
ord_mvv2nb2v32ktl8rd
Correlation rule
The order comes only from the ticket's order reference. When it is missing or unknown the verdict is indeterminate, never a guess by email or recency.
Missing or ambiguous evidence
0
Nothing was missing: every identifier resolved and every applicable condition could be read from Stripe, siblingRefunds.
Stored for this verdict: the business snapshot, predicate results and captured contract v1. No application logs, traces, runtime metrics or agent execution history were read or kept.
Contract as evaluated v15 conditions · deadline 2 min
This is the version the verdict was computed under. Editing the contract creates a new version and does not change this record.
{
"trigger": {
"object": "ticket",
"categories": [
"refund"
],
"status": "resolved",
"requiresAgentApproval": true
},
"identifiers": {
"order": {
"source": "ticket.orderRef",
"required": true
}
},
"conditions": [
{
"path": "refunds.succeededMinor",
"op": "eq",
"ref": "ticket.requestedAmountMinor",
"id": "refund_amount_correct",
"description": "Succeeded refunds on the named payment equal the requested amount",
"applicableWhen": [
{
"path": "charge.exists",
"op": "eq",
"value": true
},
{
"path": "ticket.requestedAmountMinor",
"op": "neq",
"value": null
}
]
},
{
"path": "refunds.succeededMinor",
"op": "eq",
"ref": "charge.amountMinor",
"id": "refund_full_when_unspecified",
"description": "Without a requested amount, the payment is refunded in full",
"applicableWhen": [
{
"path": "charge.exists",
"op": "eq",
"value": true
},
{
"path": "ticket.requestedAmountMinor",
"op": "eq",
"value": null
}
]
},
{
"path": "charge.currency",
"op": "eq",
"ref": "ticket.requestedCurrency",
"id": "refund_currency_matches",
"description": "The payment's currency matches the requested currency",
"applicableWhen": [
{
"path": "charge.exists",
"op": "eq",
"value": true
},
{
"path": "ticket.requestedCurrency",
"op": "neq",
"value": null
}
]
},
{
"path": "refunds.count",
"op": "lte",
"value": 1,
"id": "refund_single",
"description": "At most one refund was issued against the payment",
"applicableWhen": [
{
"path": "charge.exists",
"op": "eq",
"value": true
}
]
},
{
"path": "siblingRefunds.sinceTicketMinor",
"op": "eq",
"value": 0,
"id": "no_refund_on_other_payments",
"description": "No other payment of the customer was refunded for this request",
"applicableWhen": []
}
],
"deadlineSeconds": 120,
"instance": {
"eventTypes": [
"ticket.resolved"
],
"initialRetrySeconds": 30,
"maxRetrySeconds": 600,
"maxAgeSeconds": 86400
}
}
Investigation
Diagnosis supported
Supported under the tested sandbox assumptions: The agent refunded a different payment of the same customer because it resolves identity through an ambiguous identifier (such as the email address) instead of the order id quoted in the ticket. In 3 of 3 failing agent run(s), its completion message disagreed with the observed outcome. Historical attribution remains unverified.
Reproduce under incident-like conditions via the customer agentViolated
Contract violated; the agent reported completion anyway; the payment refunded belongs to order ord_mvv2nbwe3kqo194b, not the quoted ord_mvv2nbvs3ilv7yhf.
Deadline passed with refund_amount_correct, no_refund_on_other_payments unmet. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Other orders use synthetic balances; only the named payment's constraints are preserved. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_reproduce",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 4500,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 2,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "customer_agent",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "example-support-agent",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 4500,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Other orders use synthetic balances; only the named payment's constraints are preserved.",
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 0,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "We've refunded $45.00 to your original payment method for order ord_mvv2nbwe3kqo194b. It should appear within 5-10 business days.",
"targetOrderId": "ord_mvv2nbvs3ilv7yhf",
"orderActedOn": "ord_mvv2nbwe3kqo194b",
"agentClaimedSuccess": true,
"requestedMinor": 4500,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 4500
}
}
Benign control: single order, small refund amount, via the customer agentVerified
Contract verified.
Every applicable condition holds in the systems of record. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_control",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 2000,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 1,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "customer_agent",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "example-support-agent",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 2000,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 2000,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "We've refunded $20.00 to your original payment method for order ord_mvv2nc9a3q3hfilo. It should appear within 5-10 business days.",
"targetOrderId": "ord_mvv2nc9a3q3hfilo",
"orderActedOn": "ord_mvv2nc9a3q3hfilo",
"agentClaimedSuccess": true,
"requestedMinor": 2000,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 0
}
}
Same incident, but the customer has only one orderVerified
Contract verified.
Every applicable condition holds in the systems of record. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_single_order",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 4500,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 1,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "customer_agent",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "example-support-agent",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 4500,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 4500,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "We've refunded $45.00 to your original payment method for order ord_mvv2nclf3w6md6es. It should appear within 5-10 business days.",
"targetOrderId": "ord_mvv2nclf3w6md6es",
"orderActedOn": "ord_mvv2nclf3w6md6es",
"agentClaimedSuccess": true,
"requestedMinor": 4500,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 0
}
}
Several orders, ticket quotes the order id explicitlyViolated
Contract violated; the agent reported completion anyway; the payment refunded belongs to order ord_mvv2ncyb44oc5ohy, not the quoted ord_mvv2ncxp42g5ovfs.
Deadline passed with refund_amount_correct, no_refund_on_other_payments unmet. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Other orders use synthetic balances; only the named payment's constraints are preserved. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_multi_quoted",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 4500,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 2,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "customer_agent",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "example-support-agent",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 4500,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Other orders use synthetic balances; only the named payment's constraints are preserved.",
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 0,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "We've refunded $45.00 to your original payment method for order ord_mvv2ncyb44oc5ohy. It should appear within 5-10 business days.",
"targetOrderId": "ord_mvv2ncxp42g5ovfs",
"orderActedOn": "ord_mvv2ncyb44oc5ohy",
"agentClaimedSuccess": true,
"requestedMinor": 4500,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 4500
}
}
Several orders, business APIs called directly on the quoted orderVerified
Contract verified.
Every applicable condition holds in the systems of record. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Other orders use synthetic balances; only the named payment's constraints are preserved. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_direct_multi",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 4500,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 2,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "direct_api",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "sandbox-provider-apis",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 4500,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Other orders use synthetic balances; only the named payment's constraints are preserved.",
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 4500,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "Direct workflow completed.",
"targetOrderId": "ord_mvv2ndb34abhk3ni",
"orderActedOn": "ord_mvv2ndb34abhk3ni",
"agentClaimedSuccess": true,
"requestedMinor": 4500,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 0
}
}
Reverse the intervention: incident conditions restoredViolated
Contract violated; the agent reported completion anyway; the payment refunded belongs to order ord_mvv2ndnr4k3mhvnx, not the quoted ord_mvv2ndn34iui6bvd.
Deadline passed with refund_amount_correct, no_refund_on_other_payments unmet. · finished Oct 30, 2026, 14:32 UTC (wall clock)
Replay constraints preserved; target version not recorded. Other orders use synthetic balances; only the named payment's constraints are preserved. Target version was not supplied; equivalence to the historical target version is unverified.
Inputs, manifest and technical identifiers
{
"id": "x_reversal",
"factors": {
"workflow": "refund",
"requestedAmountMinor": 4500,
"chargeAmountMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"minutesBeforeDispatch": null,
"ordersForCustomer": 2,
"quotedOrderPosition": "oldest",
"ticketQuotesOrderId": true,
"actor": "customer_agent",
"fulfillmentAccess": "granted",
"providerAvailability": "up"
},
"manifest": {
"target": {
"kind": "in_process",
"endpoint": "example-support-agent",
"version": null
},
"chargeAmountMinor": 4500,
"refundableBalanceMinor": 4500,
"currency": "usd",
"priorRefunds": [],
"requestedAmountMinor": 4500,
"providerAssumptions": [
"Synthetic payments provider rejects a refund exceeding charge amount less succeeded and pending prior refunds (amount_exceeds_charge).",
"Historical provider responses, outages, credentials and attempt-time state are unobserved; synthetic provider behavior is an assumption.",
"Prior refunds are derived only from records timestamped before the request; incomplete or coarse timestamps may omit history.",
"Synthetic fulfillment cancellation cutoff is 30 minutes unless explicitly changed; current availability and access are controlled factors."
],
"fidelity": "constraints_preserved",
"limitations": [
"Other orders use synthetic balances; only the named payment's constraints are preserved.",
"Target version was not supplied; equivalence to the historical target version is unverified."
]
},
"observed": {
"orderStatus": "paid",
"refundedMinor": 0,
"shipmentStatus": null,
"ticketStatus": "resolved",
"ticketMessage": "We've refunded $45.00 to your original payment method for order ord_mvv2ndnr4k3mhvnx. It should appear within 5-10 business days.",
"targetOrderId": "ord_mvv2ndn34iui6bvd",
"orderActedOn": "ord_mvv2ndnr4k3mhvnx",
"agentClaimedSuccess": true,
"requestedMinor": 4500,
"chargeAmountMinor": 4500,
"refundOnOtherChargeMinor": 4500
}
}
Timeline
UTC · clock domain labelled on every event
Ticket createdbusiness / scenarioDemo time · Oct 30, 14:35 UTC
Ticket resolvedbusiness / scenarioDemo time · Oct 30, 14:35 UTCthe clock for the deadline starts here
Event received (webhook)wall-clock ingestionOct 30, 2026, 14:32 UTC· 2 h agoticket.resolved · evt_mvv2nb863649o46p
Event processedwall-clock ingestionOct 30, 2026, 14:32 UTC· 2 h agoprocessed
Records retrievedbusiness / scenarioDemo time · Oct 30, 14:38 UTCSnapshot labelled by the source/simulation clock, not wall-clock ingestion
Evaluatedbusiness / scenarioDemo time · Oct 30, 14:38 UTCcheck 2 of this instance
Deadlinebusiness / scenarioDemo time · Oct 30, 14:37 UTC2 min after resolution
Final verdict reachedwall-clock ingestionOct 30, 2026, 14:32 UTC· 2 h ago
Record identifiers and retention
Execution out_mvv2nbbz385j2rdt · ticket tkt_mvv2nb3p34qkh0sn · 2 recorded checks.
Stored for this verdict: the business snapshot, predicate results and captured contract v1.
Simulated time · 6 min ahead
Business records and deadlines use scenario time. Ingestion, reviews, and investigation execution use wall time. Timeline events label their clock; both are shown in UTC. Demos advance business time instead of waiting.