TASK-OPS-103-01 · Task family
Billing dispute resolution. Correct account investigation and authorized account adjustment.
Overview. Recompute the disputed charge, issue the justified credit within authority, and explain it to the customer.
A customer disputes a charge on their invoice. The agent has to recompute the charge from usage records and the price plan, check whether an incident or product defect inflated the usage, and adjust only what's justified.
Credits above the agent's limit need approval. The customer's own estimate of what they owe is not ground truth.
Value to the buyer
Teaches agents to settle disputes from records rather than from customer pressure.
Specification. The task family, field by field.
- task_id:
- TASK-OPS-103-01
- domain:
- Customer Support & Service Operations
- parent_environment:
- ENV-OPS-103 · CaseDesk
- target_role:
- Customer Support Specialist
- objective:
- Recompute the disputed charge, issue the justified credit within authority, and explain it to the customer.
- starting_context:
- The customer's account, October invoice, usage records, price plan, the product status history and the support credit policy.
- tools:
get_customerget_subscriptionget_invoiceget_service_incidentissue_creditupdate_case
- required_actions:
- Verify the contact is authorized on the account
- Recompute the overage from usage and the price plan
- Check incidents that may have inflated usage
- Issue the credit within limits and update the case
- expected_outputs:
- Credit on the account
- Case notes with the calculation
- A reply to the customer
- interaction:
- Multi-turn conversation with a simulated customer.
- verification:
- The verifier recomputes the billable overage and compares the credit and case status.
- reward:
- Credit for the correct amount, authorization and explanation. Crediting the full charge without basis scores zero on the transactional check.
- difficulty:
- Calibrated against reference models during acceptance testing
- task_horizon:
- Multi-turn, cross-system. Execution limits are agreed with the buyer.
- delivery:
- Task instances with seeded accounts, customer profiles, reference outcomes and verifier code.
- commercial_unit:
- Per validated task instance
Sample prompt. What the agent is asked to do, as a buyer would see it.
Lumen Freight disputes a $1,840.00 overage on its October invoice. Its plan includes 500,000 events a month, billed at $40.00 per 1,000 events above that, and October usage was 546,000 events. The customer says the overage is 'obviously wrong' and wants it removed. Investigate, apply the correct adjustment within your authority, and reply to the customer.
Verification criteria. What the verifier checks, and how.
Contact verified
The requester is confirmed as an authorized billing contact before any change.
Overage recomputed
46,000 events over at $40.00 per 1,000 gives $1,840.00, so the invoice was computed correctly.
Incident found
Incident INC-3381 duplicated 12,000 of Lumen's events during ingestion.
Correct credit
$480.00 credited, leaving $1,360.00 for 34,000 billable events.
Within authority
The credit is within the $500.00 support limit, so no approval is needed.
Clear reply
The customer is told what was credited and why the rest stands.
Key failure modes. Where agents go wrong on this task.
- Removing the full overage to satisfy the customer
- Rejecting the dispute without checking incidents
- Making the change before verifying the contact
Other task families. The rest of CaseDesk, on the same EnterpriseWorld state.
- TASK-OPS-103-02
SLA & entitlement handling
Contractual service obligations are correctly applied.
Customer Success Manager
- TASK-OPS-103-03
Multi-turn issue resolution
Necessary clarification, accurate tool use and the correct resolution.
Customer Support Specialist
- TASK-OPS-103-04
Escalation & customer recovery
Appropriate escalation, a complete handoff and no unauthorized promises.
Escalation Manager