Purpose
Assemble the case facts: request, order record, SKU attributes, customer return history.
When to use
Start of every return case.
Inputs
The request as stated (verbatim reason text); order/receipt lookup export; SKU attributes; customer history extract. Emits the entry hop (schema in contracts/).
Steps
- Capture reason_text verbatim - classification and the human exception path both depend on the actual words.
- Record category, value, has_receipt, opened/worn flags, unit serial as presented; attach order (with sold serial) and customer_history when found.
- Validate against the contract; write case.json.
Output
case.json - the entry hop.
Grounding requirements
Every fact cites its record (order id, POS receipt, history extract). The story is recorded; it is not evidence.
Constraints
- No eligibility or fraud opinions here.
- Never skip the history pull because the customer is friendly - it is part of every case.
Escalation / uncertainty
No order found and no receipt: record it; the Govern step decides what that means.