customer-support-case-resolutionlisted

# Customer Support Case Resolution Produce one **Customer Case Resolution Record** that makes a specific customer feel heard, receives an accurate and proportionate outcome, protects staff and the company, and leaves auditable evidence for follow-up and product learning. ## Atomic boundary Own one case: evidence and identity check, issue and harm classification, response, remedy recommendation, pre-authorized action or typed handoff, compensation rationale, communication cadence, verification, appeal/reopen, and closure. Do not redesign the support organization, invent payment/refund/entitlement truth, decide a product-wide abuse policy, act as legal counsel, change pricing, or turn a CRM note into canonical product state. Consume those authorities and state exactly what remains unverified. ## Agent-first invariant Routine cases should be resolved end to end by bounded automation: retrieve permitted context, classify, detect duplicates/incidents, draft in the customer's language, execute pre-authorized reversible remedies idempotently, update case state, verify the result, and route learning. Money, durable entitlement, identity recovery, deletion, security, enforcement, legal commitments, safety, and destructive recovery require the owning authority and audit trail. The owner may be an automated policy service or authorized specialist; the support model may not approve its own exception by improvisation. ## Composition contract Use the [shared product artifact envel