Purpose
Terminal artifact: the complete case packet on first touch - the retail equivalent of the NCR.
When to use
End of every return case.
Inputs
governed.json (full payload).
Steps
- Validate against the contract; escalations and fraud-signal holds lead.
- Packet: case facts with citations, reason code, determination + clause, recommendation, missing-evidence list, fraud signals (factual), customer response draft in the right tone, and the manager exception-request draft when the customer asked for one (#5.1).
- Mark DRAFT - a human authorises any refund, exchange or decline.
Output
CASE-.md - terminal artifact.
Grounding requirements
Every claim cites order, receipt, history, clause or config.
Constraints
- Never authorise a refund, release funds, adjudicate fraud, dispose inventory or book a carrier (plugin boundary).
- Signals appear as signals; the packet never calls the customer a fraud.
Escalation / uncertainty
hold_for_review packets route to asset protection with the signal citations attached.