Support ticket routing

Keep routing reversible

Code verifies ticket ownership, order, and carrier records first. Choice proposes the first team; a refund request in the same message is a separate intent. Track both before a rule or person decides what to do.

Three edge cases to test

1. No order ID: ask for context
2. Missing parcel plus duplicate charge: split or review
3. Repeated manual reassignment: inspect option definitions and labels

Example request

This is a design draft, not an actual Jev answer or accuracy test.

{
  "state": "My parcel says delivered, but nothing arrived.",
  "model": "jev-latest",
  "questions": {
    "decision": {
      "type": "choice",
      "instructions": "Which team should handle this customer request?",
      "criteria": {
        "shipping": "Delivery, tracking, or missing package",
        "billing": "Payment, charge, or subscription",
        "technical": "Product bug or integration failure",
        "other": "None of the above"
      }
    }
  }
}

Limits and fallback

Check order facts first; do not issue refunds from a classification alone.