Part 1 ended with Priya's order shipped and the agent confidently refunding her anyway.
Here's the same request, in a system that's been built differently:
"Hi, I'd like to cancel order #4471 and get a refund."
The system reads the order status — shipped. It sees that the cancellation procedure requires the order not to be shipped. It doesn't try to cancel. It doesn't apologize and ask if there's anything else. It says:
"Order #4471 already shipped yesterday. Automatic cancellation only applies before shipment. I can start a return when it arrives, or connect you with a human agent right now. Which would you prefer?"
