Refund $240 without human review.
- Request
- $240 · 12d since purchase · Defect · standard tier
- Decided by
- RULE-022Defect exception beyond return windowv6
- Matched
- RULE-014of 7 evaluated
- Resolution
- 2 rules matched. Resolved by priority — RULE-022 at 70 outranks RULE-014 at 50.
- Output hash
- aaea6c17 156d9e95
customer_note — stored against the request, attributed to its author, read by no predicate. The customer holds authority_level: none, so nothing in this field can enter a verdict.
left earcup crackles at any volume. had it three weeks.
Full trace — rule, predicate, evidence, approver
order.reason == "defect" && order.days_since_purchase <= 365A defect is a warranty matter, not a return. The 30-day window does not apply inside the warranty year.
Authority: Dana Whitfield, VP Customer Experience · in force since 2025-08-19
- Tomas IyerSupport Agent10:31
customer's kestrel one died at day 47. warranty page says 1 year, refund policy says 30 days. which one wins
- Marcus Bell10:33
if it's an actual defect we refund it. doesn't matter how far out, up to the warranty year
- Tomas IyerSupport Agent10:33
even past 30?
- Marcus Bell10:35
yes. a defect isn't a return. don't make them argue with us about it
- Dana WhitfieldVP Customer Experience11:02
confirming — defect = refund anywhere inside the warranty year, no window check. that's been the rule since launch, it's just never been written anywhere
- Tomas IyerSupport Agentinternal note
day 203, left driver rattling. refunded per the defect rule marcus confirmed in august
- Marcus Bellinternal note
yep. this is the precedent, stop asking me every time