Anthony's Claude spent the morning digging through Slack, Basecamp, and the grading data. This is what it found, plus the fix. He wants you and your Claude to check the work before anything gets built.
One number matters: adjusted adoption, drafts sent as-is plus sent-with-edits, out of graded drafts, measured by a grader Ross trusts. Today that is 24.3 percent. The 95 percent goal applies to the review-mode world we are building toward; the near-term milestone is 60 percent on the reply-time pilot cohort.
| What | Owner | By | Done means |
|---|---|---|---|
| Merge window | Anthony | Granted 7/30 | Jarvis can land scorer diagnostics |
| Explain ticket 586952617 (raw before/after strings) | Jarvis | Fri 8/1 | cause named: cleaning miss or threshold, no new scorer number published before this |
| Ungraded diagnosis + nightly ungraded count | Jarvis | Fri 8/1 | every nightly line prints graded vs ungraded; cause of the 93 silent drafts named |
| Two rules into live Pam (order-number scan on empty lookup; discount-code escalate adherence) | Jarvis | Sat 8/2 | behavioral test shows each fires |
| Ruling on the six 7/27 fails + written playbook-conflict rulings | Ross | Mon 8/3 | each conflict gets a playbook edit or "playbook is right", written once |
| Golden set: label the 30 drafts | Ross | Wed 8/5 | 30 labels in; nightly referee live |
| Reply-time drafting pilot, one brand | Jarvis + Ross | Mon 8/3 to Fri 8/7 | pilot cohort adoption at or above 60 percent |
| Injection fetchers (live stock, tracking, refund math, alt checkout email, Loop state) | Jarvis | week of 8/4 | drafts cite live facts; the "rep had info Pam couldn't see" bucket shrinks |
Ticket 586952617 scored 0.357 similarity (source: nightly scorer output for ticket 586952617).
Why this order: the ungraded fix makes every number trustworthy (37 percent of drafts are invisible today), the injections attack the single biggest miss bucket (43 of 102), reply-time drafting is the largest measured lever we have (75 to 97 percent adoption when agents review drafts live, versus 28 percent as unopened notes), and the golden set settles which grader to believe. Dates are proposals; Ross and Jarvis confirm or push back on the card.
Modeled estimates below, gated by the replay acceptance test
The 95% promise is carried by the autopilot-playbook ruler (code-controllable). The team-member ruler follows adoption.
| Lever | Targets | Expected effect (modeled, replay test will confirm) |
|---|---|---|
| Macro skeleton injection | 33 material policy fails | est. 20 flip (approved policy language replaces free generation) |
| Order-notes + carrier hooks | data-gap misses (66% of human_better_info) | est. 8 of the 33 flip |
| Escalation lane | uncovered tickets | excluded only when correctly escalated, rate printed on dashboard (ceiling 15%) |
| Residual | hard cases | est. 5 remain, feed the learning loop |
Ship bar for the replay acceptance test: at least 25 of 33 flip, zero regressions on the 48 current passes, 30-draft manual spot check.
Target ladder. Policy ruler: 90% by Aug 8, 95% by Aug 15. Adoption ruler: 60% during Ross's reply-time pilot (week of Aug 3), 75% by Aug 21, 90% by Sep 15.
| Name | Proposed action | Reason |
|---|---|---|
| General: Follow up email | recategorize to GENERAL FOLLOW-UP | high-usage generic check-in template |
| Live Chat idle, 2 minutes idle | recategorize to CHANNEL-OPS (LIVE CHAT) | live-chat channel utility, idle nudge |
| Live Chat idle, 5 minutes idle | recategorize to CHANNEL-OPS (LIVE CHAT) | live-chat auto-close utility |
| Live Chat idle, email follow-up | recategorize to CHANNEL-OPS (LIVE CHAT) | live-chat-to-email handoff utility |
| Data erasure request, response | recategorize to LEGAL / PRIVACY | privacy/data-erasure acknowledgment |
| ESCALATE, Team Lead | recategorize to AGENT WORKFLOW | internal escalation-to-lead notice |
| STAMPED, email to the customer | recategorize to REVIEW-OPS | negative-Stamped-review recovery outreach |
| TrustPilot, ITAM | recategorize to REVIEW-OPS | Trustpilot review-ask with $10 credit incentive |
| Worthepenny, IHR | recategorize to REVIEW-OPS | Worthepenny review-ask with credit incentive |
| WHOLESALE, Inquiry | recategorize to WHOLESALE / B2B | wholesale application redirect |
| TrustPilot, IHR | recategorize to REVIEW-OPS | Trustpilot review-ask with $10 credit incentive |
| OTHER, [Add On] Phone Call Request | retire | add-on snippet meant to be appended, not standalone |
| WHOLESALE, Account Set-up | recategorize to WHOLESALE / B2B | wholesale account-activation instructions |
| OTHER, Stamped Review Response | recategorize to REVIEW-OPS | generic thank-you for a Stamped review |
| Worthepenny, ITAM | recategorize to REVIEW-OPS | Worthepenny review-ask with credit incentive |
| OTHER, Inappropriate Customer | recategorize to AGENT WORKFLOW | boundary-setting macro for out-of-scope requests |
| WHOLESALE, More Information | recategorize to WHOLESALE / B2B | wholesale reseller-permit verification follow-up |
| ESCALATE, Manager | recategorize to AGENT WORKFLOW | internal escalation-to-manager notice |
| WHOLESALE, ITAM | recategorize to WHOLESALE / B2B | routes ITAM wholesale inquiries to Faire storefront |
| SHOPIFY, Technical Issue | recategorize to SYSTEM STATUS | generic technical-difficulties status macro |
| LIVE CHAT AUTO REPLY, Outside Business Hours (ITAM) | recategorize to CHANNEL-OPS (LIVE CHAT) | outside-business-hours live-chat auto-reply for ITAM |
| LIVE CHAT AUTO REPLY, Outside Business Hours (iHR) | recategorize to CHANNEL-OPS (LIVE CHAT) | outside-business-hours live-chat auto-reply for iHR |
| EMAIL AUTO REPLY, Estimated response time (ITAM) | recategorize to CHANNEL-OPS (EMAIL AUTO REPLY) | response-time-expectation auto-reply for ITAM |
| EMAIL AUTO REPLY, Estimated response time (iHR) | recategorize to CHANNEL-OPS (EMAIL AUTO REPLY) | response-time-expectation auto-reply for iHR |
These 56 stay OUT of Pam's skeleton pool until Ross approves this sheet.
The draft score being stuck is not Pam being dumb, and it's not the team doing anything wrong. There are three real problems.
One, the measuring stick itself keeps breaking, so real progress doesn't show up. Two, Pam drafts without info the team can see live (stock, tracking, refund math), so the team correctly rewrites her. Three, fixes get approved in chat but nothing tracks whether they actually got built, so the same problems get re-discovered over and over.
The plan fixes the ruler, gives Pam the same info a human looks up, and adds a log so every fix leaves a receipt.
One master log on Anthony's Mac records every fix: what changed, who approved it, proof it works, date it went live. Every fix auto-posts a receipt to the Basecamp card and the Slack thread.
Pam and Jarvis get a standing rule: before calling anything broken, check the log first. If it was fixed on a date, the only valid complaint is recurrence after that date with an example, or that the fix was incomplete or aimed at the wrong scope.
A small script, no AI, runs quietly, only speaks up when something is wrong: an approved card sitting unbuilt, a fix claimed done with no receipt, or the grader drifting. Silence means healthy.
Jarvis triages what the watcher finds. Low-risk internal-tooling stuff Jarvis can approve. Anything touching customers, money, or policy always goes to Anthony.
Ross hand-labels about 30 real drafts, pass or fail, in her own judgment. Every night the scoring code has to get those 30 right before its numbers count.
If the scorer breaks again, we know the next morning instead of weeks later. This is the one piece that needs Ross's hands.
Before drafting, a script already fetches order data for Pam. We're widening it to fetch what reps check by hand: live stock on any item mentioned, tracking and delivery status, exact refund math with fees, order lookup when the customer used a different checkout email, and return status.
Rule stays simple: if Pam couldn't fetch a fact, she's not allowed to state it.
Cards 10147947145 and 10142688994 need Ross and Anthony to go item by item and say build, change, or skip.
The "put the draft in front of the agent" item is probably the single biggest score lever on the board. Right now the draft hides in internal notes, and adoption is only 32 to 45%.
This file is a direct briefing for your Claude. It walks through the Slack history, the Basecamp cards, and the exact claims above so your Claude can verify all of it independently, not just trust this page.
What this is. A deterministic sweep of the 1043 approved rules in cst-learned.md found 11 places where two or more live rules quote different numbers for the same thing. Every rule in a group is injected into Pam's prompt at the same time, so she picks one at random. Pick the winner in each group. Rules you rule against get marked retired in the file, never deleted, so the audit trail stays intact.
Why these collide: cross-category ([ORDER ISSUE], [PAYMENT], [RETURN ISSUE], [WISMO]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 31 | ORDER ISSUE | ppb:f22931ab5145 | 2-4 business day | (cancel) If ShipStation status is 'Awaiting Shipment' or 'On Hold,' cancel immediately and refund to original payment in 2-4 business days; if status shows 'Shipped' or carrier has scanned the label, intercept is not possible, so pivot t... |
| 32 | RETURN ISSUE | 2026-06-10 | 3-5 business day | (*) RETURN POLICY IS BRAND-SPECIFIC; identify the brand FIRST. iHeartRaves: returns are store credit only (issued as a gift card), NO cash refunds, NO direct exchanges (use the credit to rebuy), and the $7.99 handling/shipping fee is nev... |
| 40 | WISMO | ppb:ea678c649481 | 2-4 business day | (delayed shipping) When a paid expedited or overnight shipment arrives late, refund the shipping fee (standard amounts: $15 expedited, $30 overnight) as store credit by default. If the customer explicitly requests a cash refund and the f... |
| 48 | ORDER ISSUE | backtest:233cd46689fb | 2-4 business day | When confirming a refund, always state the timeline as 2-4 business days for the amount to appear on the original payment method, never 5-7. |
| 56 | WISMO | cluster:8c230906baf8 | 3-5 business day | Quote the playbook refund timeline (3-5 business days), never an invented figure. |
| 69 | ORDER ISSUE | cluster:02894245d457 | 2-4 business day | Quote the brand-standard refund timeline (2-4 business days) and include the refund dollar amount in the reply. |
| 70 | ORDER ISSUE | cluster:b80c08333888 | 3-5 business day | State the 3-5 business-day refund timeline upfront and include the 'you will receive another email confirmation of the cancellation and refund' line. |
| 163 | WISMO | done | 2-4 business day | If a customer paid for express or overnight shipping and it was not delivered within the promised timeframe, refund the shipping fee in full and inform the customer to allow 2 to 4 business days for the refund to reflect; do not escalate. (auto-generated block) |
| 269 | PAYMENT | done | 2-4 business day | ITAM shipping-fee mischarges: for an active Tee Club/annual member charged shipping in error, verify membership and refund the shipping fee, then confirm the refund with a 2-4 business day timeline. (auto-generated block) |
| 310 | ORDER ISSUE | done | 3-5 business day | When a customer requests cancellation and the order is unfulfilled, cancel it and confirm the refund will appear in 3-5 business days. (auto-generated block) |
| 334 | WISMO | done | 3-5 business day | Refunds take 3-5 business days to process and appear on the customer's original payment method after the return shipment is delivered to the warehouse. (auto-generated block) |
| 658 | PAYMENT | ardie:584920582 | 2-4 business day | For refund confirmations, always state the exact dollar amount refunded and note it may take 2-4 business days to reflect depending on bank processing. |
| 795 | PAYMENT | learning:lrn-0055 | 2-4 business day | Refunds to original payment take 2-4 business days beyond the confirmation email to reflect, bank-dependent. |
| 815 | ORDER ISSUE | learning:lrn-0084 | 2-4 business day | Refunds post to original payment in 2-4 business days. |
| 835 | ORDER ISSUE | learning:lrn-0096 | 2-4 business day | Refunds post in 2-4 business days; canceled-order authorization holds typically drop off the customer's statement in 2-5 business days. |
| 869 | WISMO | learning:lrn-0171 | 2-4 business day | Refunds to original payment post in 2-4 business days. |
| 876 | PAYMENT | ppb:e02a919d97b9 | 2-4 business day | (shipping fee) Pam may self-approve a refund of the expedited/shipping fee up to $100 (confirmed amount, clean history) once the promised delivery window has been missed, defaulting to a cash refund to original payment (2-4 business days... |
| 938 | PAYMENT | ardie:586993807 | 2-4 business day | When a refund is partial, state the exact remaining amount refunded and note an email confirmation with 2-4 business day processing time, not just 'refunded in full.' |
| 975 | WISMO | learning:lrn-0285 | 2-4 business day | Refunds to the original payment method take 2-4 business days to reflect. |
| 1020 | RETURN ISSUE | ardie:586547952 | 2-4 business day | State refund timeline as 2-4 business days, not vague 'a few days'; skip effusive apology/emoji-heavy framing and keep refund confirmations brief and factual. |
| 1026 | ORDER ISSUE | learning:lrn-0307 | 2-4 business day | Refunds take 2-4 business days to post back to the original payment method. |
| 1097 | ORDER ISSUE | learning:lrn-0323 | 2-4 business day | Refunds to the original payment method are quoted as 2-4 business days. |
Why these collide: [GENERAL] injects on EVERY category, so these are always in the prompt together ([GENERAL], [ORDER ISSUE], [PAYMENT], [RETURN ISSUE], [WISMO]).
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 64 | RETURN ISSUE | cluster:61e30efb1bf2 | 1 business day | On a return-tracking update, ALWAYS check the live tracking for the most recent status first; it will not always show delivered to us (it may be re-attempting delivery). Tell the customer that once it has been delivered to us, the return... |
| 225 | PAYMENT | done | 1 business day | iHR return/store-credit status: tell customers store credit is processed within about 1 business day of return validation and sent as an e-gift card to the email on file. (auto-generated block) |
| 556 | RETURN ISSUE | ardie:579744978 | 1 business day | For any review-for-credit promo, confirm the $10 store credit is issued now (1 business day) before addressing return/refund processing delays separately. |
| 578 | PAYMENT | ardie:583397008 | 1 business day | When confirming a review-incentive store credit, say it's issued as an e-gift card sent by email and needs up to 1 business day to process, not that it's already on its way. |
| 682 | WISMO | learning:lrn-0108 | 1-2 business day | Store-credit gift-card emails take up to 1-2 business days and frequently land in spam/junk, so pre-empt that in every credit reply. |
| 704 | PAYMENT | ardie:583966284 | 1 business day | When issuing store credit, state it as already issued/processed ('We've issued...'), not pending setup, and specify it arrives as an e-gift card via email within 1 business day. |
| 766 | RETURN ISSUE | ardie:586060781 | 1 business day | State the exact store credit dollar amount and note it may take up to 1 business day to arrive by email, instead of a vague 'on its way' message. |
| 797 | ORDER ISSUE | learning:lrn-0060 | 1 business day | Store credit is issued as an e-gift card, processed within ~1 business day, and can land in spam/junk. |
| 838 | ORDER ISSUE | learning:lrn-0139 | 1 business day | Store-credit e-gift cards are delivered by email within ~1 business day and can land in spam/junk. |
| 867 | WISMO | learning:lrn-0169 | 1 business day | Store-credit e-gift cards are emailed within ~1 business day, need no customer account, and the code is redeemed at checkout; tell customers to check spam. |
| 886 | PAYMENT | learning:lrn-0188 | 1 business day | Freshly issued store credit can take up to 1 business day to process and email. |
| 953 | GENERAL | ardie:586324247 | 1 business day | For review-reward store credit replies, always include e-gift card delivery timeframe (1 business day) and spam/junk folder check instruction. |
Why these collide: [GENERAL] injects on EVERY category, so these are always in the prompt together ([GENERAL], [RETURN ISSUE], [WISMO]).
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 32 | RETURN ISSUE | 2026-06-10 | $7.99 | (*) RETURN POLICY IS BRAND-SPECIFIC; identify the brand FIRST. iHeartRaves: returns are store credit only (issued as a gift card), NO cash refunds, NO direct exchanges (use the credit to rebuy), and the $7.99 handling/shipping fee is nev... |
| 32 | RETURN ISSUE | 2026-06-10 | $5 | (*) RETURN POLICY IS BRAND-SPECIFIC; identify the brand FIRST. iHeartRaves: returns are store credit only (issued as a gift card), NO cash refunds, NO direct exchanges (use the credit to rebuy), and the $7.99 handling/shipping fee is nev... |
| 224 | RETURN ISSUE | done | $7.99 | iHR return/store-credit status: if the credit issued is less than the item price, explain the difference is the return shipping fee ($7.99) or restocking deduction per return policy. (auto-generated block) |
| 238 | WISMO | done | $5 | INTO THE AM international/Canadian returns: no prepaid return labels are provided; direct the customer to ship to INTO THE AM, ATTN: Returns Dept., 220 S Loara St., Anaheim, CA 92802, via their local carrier with full tracking, including... (auto-generated block) |
| 333 | RETURN ISSUE | done | $5 | For refund shortfall questions, explain that refunds to the original payment method deduct a $5 restocking fee plus the return shipping label fee (both waived for store credit or exchange), and offer the fee-free alternative instead of e... (auto-generated block) |
| 340 | GENERAL | done | $7.99 | The $7.99 return fee applies per return shipment, not per item, regardless of how many items are in the return. (auto-generated block) |
| 379 | GENERAL | done | $11.63 | The $11.63 deducted from ITAM refunds is a return shipping and handling fee; explain this proactively so customers understand the deduction without escalation. (auto-generated block) |
| 1072 | RETURN ISSUE | btq:588172238 | $7.99 | For iHeartRaves store-credit returns, never call the return 'free', always disclose the $7.99 handling fee is deducted from the credit and cannot be waived. |
Why these collide: cross-category ([ORDER ISSUE], [WISMO]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 798 | ORDER ISSUE | learning:lrn-0064 | 1-2 business day | Fulfillment reship ships within 1-2 business days, then tracking email follows. |
| 837 | ORDER ISSUE | learning:lrn-0138 | 1-2 business day | Standard reshipment ships within 1-2 business days; Express shipping runs about 2-3 business days for delivery. Expedited shipping can be applied as a courtesy to meet an event deadline. |
| 868 | WISMO | learning:lrn-0170 | 1-2 business day | Reships ship within 1-2 business days and generate a new order number sent by email. |
| 913 | WISMO | learning:lrn-0228 | 1-2 business day | Reshipments ship within 1-2 business days and generate a fresh order number and new tracking email. |
| 1005 | ORDER ISSUE | ardie:586819930 | 1 business day | State reshipment processing time (1 business day) when confirming a reship; do not repeat prior mystery-item disclaimers already acknowledged by the customer. |
| 1027 | ORDER ISSUE | learning:lrn-0306 | 1-2 business day | Reshipments and replacement orders ship within 1-2 business days, with tracking emailed after. |
| 1040 | ORDER ISSUE | learning:lrn-0293 | 1-2 business day | Reshipped replacement orders ship within 1-2 business days and the customer gets tracking by email. |
Why these collide: cross-category ([RETURN ISSUE], [WISMO]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 62 | RETURN ISSUE | cluster:e26ca530cf64 | 3-5 day | Set the 3-5 day processing expectation and tell the customer to check their spam folder for the confirmation email. |
| 347 | WISMO | done | 3-5 business day | Return status follow-up: check Loop Returns status and give a concrete update; do not escalate simply because the return is in transit. Inform customer of 3-5 business day processing window if received but not yet processed. (auto-generated block) |
| 350 | WISMO | done | 3-5 business day | Return tracking received: when a customer shares a return shipping tracking number, acknowledge it, inform them to allow 3-5 business days for processing after delivery to the warehouse, and close the ticket without escalating. (auto-generated block) |
| 386 | WISMO | done | 3-5 business day | When a customer asks about their refund status, check the return shipment tracking and share the 3-5 business day processing timeline; never escalate without first replying with this information. (auto-generated block) |
| 593 | RETURN ISSUE | learning:lrn-0003 | 3-5 business day | Standard processing time is 3-5 business days after the return is delivered to the warehouse; the confirmation email can land in spam/junk/promotions. |
| 878 | RETURN ISSUE | learning:lrn-0178 | 3-5 business day | Standard processing is 3-5 business days after the warehouse receives the return; Returns Dept periodically runs a 2-3 business day backlog delay during high volume. |
| 878 | RETURN ISSUE | learning:lrn-0178 | 2-3 business day | Standard processing is 3-5 business days after the warehouse receives the return; Returns Dept periodically runs a 2-3 business day backlog delay during high volume. |
Why these collide: cross-category ([ORDER ISSUE], [WISMO]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 33 | ORDER ISSUE | ppb:96ceb15cd451 | 11AM | (changes to order) Before citing 'already shipped,' agents must confirm order status in Shopify; if status is Processing or Unfulfilled, the address or shipping method may still be edited up to 1 hour before the next warehouse pick (trea... |
| 669 | WISMO | learning:lrn-0126 | 12PM | Fulfillment cutoff is 12 PM PST Mon-Fri: before = same-day ship, after or weekend = next business day. |
| 790 | WISMO | learning:lrn-0040 | 12PM | Order-fulfillment SLA: place before 12 PM PST Mon-Fri for same-day shipping; otherwise orders ship within 0-3 business days. |
| 810 | ORDER ISSUE | learning:lrn-0079 | 12PM | ITAM ship timing: orders placed before 12 PM PST Mon-Fri ship same day, otherwise next business day. |
| 861 | ORDER ISSUE | learning:lrn-0162 | 12PM | Ship cutoff: orders placed before 12 PM PST Monday-Friday ship the same day, otherwise next business day. |
| 1090 | WISMO | learning:lrn-0313 | 12PM | Cutoff rule quoted to customers: order before 12 PM PST Monday-Friday for same-day shipping, otherwise orders ship within 0-3 business days. |
Why these collide: [GENERAL] injects on EVERY category, so these are always in the prompt together ([GENERAL], [ORDER ISSUE], [RETURN ISSUE]).
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 20 | GENERAL | orange-box Q3; reworded 2026-06-10 for clarity | $15 | Damaged item priced $15 OR MORE (a $20 item counts): the customer MUST return it BEFORE any reship / refund / store credit is issued, even if they already sent photos. Never tell a customer with a damaged item at or above $15 to keep it.... |
| 45 | ORDER ISSUE | ppb:claude-damaged-return-label-refund-timing | $15 | (damaged item) Damaged item $15 or more (our fault): CST sends a PREPAID return label at our cost. Once we receive the item back, the RMA will auto process the return and refund or store credit will be processed. |
| 258 | ORDER ISSUE | done | $10 | ITAM missing items: for missing items that are damaged, defective, or valued under $10, execute a reship after photo confirmation without escalating; for non-damaged items over $10, apply the return-first rule before reshipping. (auto-generated block) |
| 497 | ORDER ISSUE | ppb:923798c7a03a | $15 | (damaged item) For damaged items under $15, Pam should offer a no-return-required replacement or store credit at her discretion (both are within her $100 self-approval limit); skip the prepaid label since return shipping likely exceeds i... |
| 954 | RETURN ISSUE | btq:587172424 | $15 | When customer reports a damaged/defective item under $15, escalate to refund immediately without requiring an order number first if brand/order context is already visible in the ticket; only ask which specific item (if order has multiple... |
Why these collide: [GENERAL] injects on EVERY category, so these are always in the prompt together ([GENERAL], [WISMO]).
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 19 | GENERAL | orange-box Q2 | 7 day | Treat as lost after 7 days of no tracking movement. Offer RESHIPMENT or STORE CREDIT only (reship the same items first; store credit if out of stock or the customer prefers). Do NOT offer a refund proactively, only process a refund if t... |
| 58 | WISMO | cluster:cbb743b3e6d6 | 3 business day | For it to be considered lost, order should have a tracking and ship already. If there's no any tracking update after 3 business days from ship date; consider it as lost and follow the lost process; never fabricate a tracking number or a ... |
| 498 | WISMO | ppb:5b1b6f70d68e | 10 business day | (lost) Declare a domestic package lost 10 business days after expected delivery (21 days international), then offer reship first, store credit second, and honor a refund to original payment on the customer's request (Pam self-approves wh... |
| 858 | WISMO | draftq:adf9ba1d221b | 2-3 week | WISMO / in-transit: never tell a customer their package is lost, and never offer a reship/refund on a lost basis or layer an out-of-stock resolution on top, while the order is still inside the carrier's normal delivery window. Check the ... |
| 858 | WISMO | draftq:adf9ba1d221b | 15 business day | WISMO / in-transit: never tell a customer their package is lost, and never offer a reship/refund on a lost basis or layer an out-of-stock resolution on top, while the order is still inside the carrier's normal delivery window. Check the ... |
Why these collide: same category [WISMO] - always injected together.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 410 | WISMO | done | 24-72 hour | When a customer reports a tracking link erroring or showing no updates shortly after shipment, advise them that newly generated tracking numbers can take 24-72 hours after fulfillment to display active data and ask them to wait up to 3 d... (auto-generated block) |
| 670 | WISMO | learning:lrn-0124 | 1-2 business day | Tracking info takes 1-2 business days to activate/sync after an order is fulfilled; a portal 'order not found' error in that window is a sync lag, not a lost or missing order. |
| 789 | WISMO | learning:lrn-0037 | 24-72 hour | Tracking info takes 24-72 hours (some replies say 1-2 business days) to populate after a label is created, which is why customers' own order-number lookups frequently error even on valid shipped orders. |
| 789 | WISMO | learning:lrn-0037 | 1-2 business day | Tracking info takes 24-72 hours (some replies say 1-2 business days) to populate after a label is created, which is why customers' own order-number lookups frequently error even on valid shipped orders. |
Why these collide: cross-category ([ORDER ISSUE], [Q&A]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 486 | ORDER ISSUE | done | $15 | Do not quote a specific dollar amount for ITAM Expedited Shipping until the conflicting $15 vs $17 figures are reconciled; refer customers to the website for current shipping costs. (auto-generated block) |
| 486 | ORDER ISSUE | done | $17 | Do not quote a specific dollar amount for ITAM Expedited Shipping until the conflicting $15 vs $17 figures are reconciled; refer customers to the website for current shipping costs. (auto-generated block) |
| 845 | Q&A | learning:lrn-0148 | $30 | Shipping tiers: Economy 5-8 biz days $8, Standard 3-5 biz days $8 (free on US orders $100+), Expedited 2-3 biz days $30, Overnight 1 biz day $30; limited $4 Standard offer on first order. |
Why these collide: cross-category ([PAYMENT], [Q&A]) - the same customer question routes to either category, so both are live policy.
Pick one:
| Line | Category | Rule id | Value | Rule text |
|---|---|---|---|---|
| 845 | Q&A | learning:lrn-0148 | $100 | Shipping tiers: Economy 5-8 biz days $8, Standard 3-5 biz days $8 (free on US orders $100+), Expedited 2-3 biz days $30, Overnight 1 biz day $30; limited $4 Standard offer on first order. |
| 928 | PAYMENT | learning:lrn-0238 | $80 | Free shipping on iHeartRaves requires an $80+ subtotal calculated AFTER discounts are applied; a discount that drops the total below $80 removes free shipping. |
Source of truth: data/logs/kb-conflicts.json, regenerated by eval/kb_conflicts.py. Zero LLM in the extractor, so this list is reproducible on demand. Exact duplicate rules were retired separately and need no ruling.