Refund & Dispute Decision Assistant · Documentation
User Journey
The end-to-end path through Refund & Dispute Decision Assistant, from trigger to outcome.
← Refund & Dispute Decision Assistant- 1
Case → recommendation → decision
A case arrives, often without a recommendation. The reviewer runs the assistant; recommendFor applies the policy matrix to the reason and the booking's cancellation terms, producing the call, amount, rationale, and confidence, and emits refund.requested. The owner decides; refund.decided is emitted, and an approval also emits a simulated payment.captured (refund) and sends a confirmation. The decision is audited.
- 2
Coupling with fraud + money
When Fraud Detection (#18) escalates a confirmed signal, it opens a linked case here via dispute.opened — pre-recommended approve (fraud-reversal), flagged as a dispute, carrying the originating risk-signal id — so the reversal is fast and traceable. The simulated refund payout reconciles against the same bookings the settlements app (#34) accounts, and compliance (#22) can check a decision against the active refund policy.