> ## Documentation Index
> Fetch the complete documentation index at: https://secndai.manicule.dev/llms.txt
> Use this file to discover all available pages before exploring further.
> For every page in one file, fetch https://secndai.manicule.dev/llms-full.txt (large).
> To search and read these docs as tools, connect the MCP server at https://secndai.manicule.dev/api/mcp.
> Every agent surface: https://secndai.manicule.dev/.well-known/llms-manifest.json

# Refund decision (/cookbooks/refund-decision)

<!-- agent-signals: reading_time_min: 1 · est_tokens: 319 · updated: 2026-11-12 -->
Related: [Support triage](/cookbooks/support-triage.md), [Content moderation](/cookbooks/content-moderation.md), [Lead routing](/cookbooks/lead-routing.md), [Tool selection](/cookbooks/tool-selection.md), [Document classification](/cookbooks/document-classification.md)

> Separate a refund recommendation from payment execution.

First compute deterministic eligibility: purchase ownership, refund window, amount, and previous refunds. The model can interpret the customer's intent; it cannot override those checks.

```json title="request"
{
  "model": "ren-zero-2026-11-12",
  "type": "choice",
  "situation": "Eligibility checks passed. Customer: The item arrived cracked and I want my money back. A replacement is also available.",
  "question": "Which resolution best matches the customer's explicit request?",
  "options": [
    {"id": "refund", "description": "Customer clearly requests a refund"},
    {"id": "replace", "description": "Customer clearly prefers a replacement"},
    {"id": "review", "description": "Intent is ambiguous, contradictory, or unsupported"}
  ],
  "threshold": 0.95
}
```

Treat `refund` as a recommendation. Your backend checks eligibility again, obtains any required approval, and uses the payment provider's idempotency mechanism. Never put the payment operation inside an inference retry loop.

Send `review` or `ask_human` to a reviewer. Test negation, multiple orders, already-refunded cases, and requests that quote someone else's words. The illustrative threshold is not evidence of financial safety.