# Build a customer-support answer knowledge base

A fictional three-file support exercise: reconcile a dated refund policy with a legacy reply, then draft an answer that keeps missing facts visible.

## Task

Using only the three source files, write a support answer for a refund request. Identify the current window, separate direct checkout from marketplace purchases, list the facts still needed, and flag any stale or unsafe instruction. Cite every conclusion with [[filename]].

## Expected reasoning

The dated policy supports 30 calendar days for direct-checkout standard and annual-plan requests. The legacy 14-day reply is stale. Missing channel, date, or transaction ID stays unresolved, and Billing must decide duplicate-charge or exception cases.

## Complete source packet

### Refund policy — revision 1 — refund-policy-2026-04.md

```markdown
# Refund policy — revision 1
Effective: 2026-04-15
Scope: purchases made through the direct checkout.

- A standard refund request is eligible when it arrives within 30 calendar days after purchase.
- Annual plans follow the same 30-day window; after day 30, do not promise an automatic refund.
- For a duplicate charge, verify the transaction IDs and escalate to Billing. Do not promise a refund before review.
- If the purchase channel, purchase date, or transaction ID is missing, ask for it before deciding.
- Marketplace purchases are outside this policy and must be routed to marketplace support.
```

### Support answer playbook — support-playbook.md

```markdown
# Support answer playbook
Revision: 2026-04-20

Before making a policy answer, record the order ID, purchase channel, purchase date, and the customer's requested remedy.

For a direct-checkout request inside the stated policy window, explain the rule and offer to send the case for refund review. For a request outside the window, state that an automatic refund is not promised and route an exception request to Billing.

If the channel or date is unknown, ask the customer instead of inferring it. Keep marketplace cases with marketplace support. A support answer must separate what the sources say from what Billing still has to decide.
```

### Legacy refund canned reply — refund-canned-reply.md

```markdown
# Legacy refund canned reply
Status: owner review pending

Thanks for contacting us. Direct-checkout refunds can be requested within 14 days of purchase. If the purchase date is missing, use the date shown in the ticket and continue.

This reply does not distinguish direct checkout from marketplace purchases and does not describe duplicate-charge escalation.
```

## Reference answer: dated policy wins, missing facts stay open

The dated policy supports a 30-day direct-checkout window. The 14-day canned reply is stale, and a missing channel, date, or transaction ID must remain a question for the customer or Billing rather than an invented decision.

# Support refund answer — reference

## Warranted answer

For a purchase through the direct checkout, a standard refund request is eligible for review when it arrives within 30 calendar days after purchase. Annual plans follow the same window. [[refund-policy-2026-04.md]]

The response must first record the order ID, purchase channel, purchase date, and requested remedy. If the channel or date is missing, ask for it. If the request is outside the stated window, do not promise an automatic refund; route an exception request to Billing. [[support-playbook.md]]

Marketplace purchases are outside this policy and go to marketplace support. A duplicate charge requires transaction-ID verification and Billing review; the answer must not promise a refund before that review. [[refund-policy-2026-04.md]]

## What is stale or unknown

The legacy reply's 14-day window conflicts with the dated 30-day policy and must not be reused as current guidance. Its instruction to infer a missing date is also unsafe. [[refund-canned-reply.md]] [[refund-policy-2026-04.md]]

The sources do not decide whether Billing grants an exception or whether a specific transaction is a duplicate. A human owner still has to review those facts. [[support-playbook.md]]

## Changed source

### refund-policy-2026-04.md

```markdown
# Refund policy — revision 2
Effective: 2026-05-02
Scope: purchases made through the direct checkout.

- A standard refund request is eligible when it arrives within 45 calendar days after purchase.
- Annual plans follow the same 45-day window; after day 45, do not promise an automatic refund.
- For a duplicate charge, verify the transaction IDs and escalate to Billing. Do not promise a refund before review.
- If the purchase channel, purchase date, or transaction ID is missing, ask for it before deciding.
- Marketplace purchases are outside this policy and must be routed to marketplace support.
```

## Expected change

The reference's 30-day conclusion becomes stale and must change to a 45-day direct-checkout window, including annual plans. The 14-day legacy reply remains stale. Duplicate-charge escalation, marketplace routing, and the requirement to ask for missing facts are unchanged; Billing still makes any exception decision.

## Review boundary

Compare the dated 30-day policy with the 14-day reply, confirm the direct-checkout and marketplace split, and keep missing channel, date, or transaction ID facts open for Billing review.

## Comparison

Plain files plus a careful reviewer can handle this one packet. A source-linked wiki becomes relevant when dated policies, legacy replies, and repeated review ownership need to stay connected across many support answers.

## Read the localized page

https://wenlan.app/learn/build-customer-support-answer-knowledge-base