agent

Refund Policy Agent

Reviews refund requests against payment state, order context, risk signals, and support policy before a refund is issued.

AgentAnthropicclaude-sonnet-4

The Refund Policy Agent helps support teams make consistent refund decisions without manually stitching together payment, fraud, and support policy context.

It receives Payment Processed Payment Processed Event v1.0.0 Event is triggered after the payment has been successfully processed Owner dboyne Schema Map View docs , Payment Failed Payment Failed Event v0.0.1 Emitted when a payment attempt fails Schema Map View docs , and Fraud Detected Fraud Detected Event v0.0.1 Emitted when a fraud is detected in a transaction Map View docs so it can explain whether a refund should be approved, rejected, or escalated for manual review.

Tools

Name Type Description URL
Refund eligibility checkMCPChecks payment capture state, previous refunds, refund window, fraud holds, and settlement risk signals.mcp.example.com/.../refund-eligibility
Support policy lookupMCPRetrieves the current refund policy for product category, customer region, and support escalation reason.mcp.example.com/.../refund-policy

Responsibilities

  • Explain whether a refund is allowed under current support policy.
  • Detect payments that need manual review because of fraud or settlement risk.
  • Produce a concise decision rationale for support case notes.

Collaborators

The agent works with Payment Service Payment Service Service v0.0.1 Service that handles payments Publishes PaymentProcessed Subscribes PaymentInitiated Owner dboyne Map Repo View docs , Fraud Detection Service Fraud Detection Service Service v0.0.1 Analyzes payment transactions for fraudulent activity and risk assessment Publishes FraudCheckCompleted , FraudDetected +1 Subscribes PaymentInitiated Owner dboyne Map Repo View docs , and Payment Gateway Service Payment Gateway Service Service v0.0.1 Manages integration with external payment processors (Stripe, PayPal, etc.) Publishes PaymentFailed , ChargeCard Subscribes ProcessPayment , FraudCheckCompleted +2 Owner dboyne Map Repo View docs during the Payment Refund Flow Payment Refund Flow Flow v1.0.0 Flow for refunding a captured payment and notifying the customer Owner payments-team View flow View docs .

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