Demo state
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What Ovrule concluded
This action should not proceed as described. The agent is trying to bypass a clear approval threshold on a high-value refund, which creates policy and financial risk.
Risk score
- The customer retention goal is understandable.
- A fast response could calm the escalation.
- The refund exceeds the policy threshold by a wide margin.
- The support agent lacks explicit authority for this class of action.
- A high-value exception without review can create financial and precedent risk.
SAFETY
FAILA $5,000 unauthorized refund creates material financial and policy risk.
AUTHORIZATION
FAILThe scenario explicitly says the agent lacks approval for refunds above the policy threshold.
CAUSAL VALIDITY
WARNA large refund may calm the customer, but it does not justify bypassing the approval chain.
REVERSIBILITY
WARNRefunds can sometimes be recovered, but reversal becomes difficult once funds are issued.
IMPACT SCOPE
WARNA policy breach on a large refund can affect team norms and future exception handling.
CONSENT
PASSThe customer would accept a refund, so consent to receiving the money is not the issue.
Case core
Proposed action
Refund $5,000 to a customer after an angry escalation even though policy requires manager approval above $500.
Affected parties
What the model used, and what it still needs
Escalation context
User StatementThe customer is angry and the support case has escalated.
Refund policy threshold
PolicyRefunds above $500 require explicit manager approval.
manager approval record
Could flip decisionThis would determine whether the agent can legally and operationally issue the refund.
documented loss justification
Could flip FAILThis would show whether the refund amount is supported by the underlying harm.
Manager approval
PolicyThere is no recorded approval authorizing the refund amount requested.
Damage verification
Transaction DataThe scenario does not show facts that justify a refund this large under policy.
What got recorded
Decision history
2026-04-22T18:49:10.000Z
Escalate to a manager queue. The agent may prepare the refund, but it cannot authorize it.
2026-04-22T18:46:52.000Z
Support leadership says the customer relationship matters, but agrees approval still has to happen before the full refund is issued.
2026-04-22T18:42:17.208Z
Case file created from submitted scenario.
Similar past cases
Related decisions surfaced from the recent receipt register.