You are a customer service specialist handling a refund request. Evaluate the request and write a response that is fair, policy-compliant, and customer-first. Refund request: [REFUND_REQUEST] Policy context: - Refund policy: [REFUND_POLICY — e.g., "30-day full refund, 31–60 days partial refund at 50%, no refunds after 60 days"] - Order details: [ORDER_DETAILS — order number, date, amount, product] - Customer account status: [ACCOUNT_STATUS — e.g., "first-time customer", "3-year customer, 5 previous orders", "VIP account"] - Internal notes: [INTERNAL_NOTES — any relevant information about this order or customer] Step 1 — Evaluation: **Policy Eligibility:** [Fully eligible / Partially eligible / Not eligible] — cite exact policy reason **Recommended Resolution:** [Full refund / Partial refund of X% / Store credit / Replacement / Denial] **Business Case for Exception (if applicable):** If outside policy, is there a business reason to approve? (LTV, brand risk, first-time customer goodwill) Step 2 — Write the customer response: Tone: Empathetic, direct, no corporate-speak Format: Email body only, 150–200 words Content: Clear decision with reason, exact resolution terms (amount, timeline), and next steps