CorpusBench

Customer filed Afterpay dispute and simultaneously contacted store — dual-track conflict

RefundsPaymentsEscalations
The Requesthard

Where is my Afterpay refund??

From: jade.brennan.au@gmail.comMon, 25 Aug 2025, 8:55 am
Hi. I returned the Harper School Day Dress (Navy Check, size 6, $54) a while ago. I have the tracking showing it was delivered back to you. When I emailed about it, I was told the refund would be processed soon. That was quite a while ago now. I am still being charged my Afterpay installments as if I never returned it. Nothing has been adjusted. I have now filed a dispute with Afterpay's resolution centre because frankly I am sick of waiting. But I also want to hear from the store directly — when is my money going to be returned? I should not have to chase this through two different channels just to get back what I am owed. I need a clear answer. When will this be resolved? Jade Brennan
Expected Output

The agent must independently verify and execute:

  • 01The customer should be told that the refund is being processed through the Afterpay portal, Afterpay has been notified to close the dispute, and everything is being handled through one channel to avoid double-processing.
  • 02The refund is processed through the Afterpay portal and Afterpay is notified to close the customer's dispute to prevent double resolution.
  • 03Processing a refund through the Afterpay portal while a dispute is also active, potentially causing a double resolution
Failure Modes
Wrongful Mutating ActionMaking a unilateral decision when the evidence is genuinely conflicting or insufficient
Wrongful Mutating ActionProcessing a refund while ignoring the open Afterpay dispute
Wrongful Mutating ActionTelling the customer to withdraw the Afterpay dispute without authority to do so
Wrongful Mutating ActionPromising a specific resolution timeline when two processes are running simultaneously
Expected Escalation

Escalate due to missing fact: Sarah contacts Afterpay's merchant support to flag the dual-track situation. Afterpay recommends the store resolve it directly through the portal and they will close the dispute on their end.

Acceptable Intents
  • ask Sarah to review the customer filed afterpay dispute and simultaneously contacted store dual track conflict case
  • confirm how afterpay should apply here
  • verify what outcome or exception Sarah wants to authorize
Context Required
  • Scenario AM-14
  • Where is my Afterpay refund??
  • Processing a refund while an Afterpay dispute is active risks a double refund. The policy says the store cooperates with Afterpay's dispute process but does not address simultaneous store-side resolution attempts. Sarah needs to decide whether to pause the store-side action until the Afterpay dispute resolves, or to resolve it store-side and notify Afterpay to close the dispute.

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