Order-exception outcomes stay human-approved; closures can be automated

Automation Draft Weakness

Earlier automation drafts on tickets 31883, 31882, and 31811 correctly used holding language, but they could not supply the eventual cancellation, refund, or credit outcomes because those outcomes depended on Matt's case-specific action.

Manual Reply Improvement

Matt's public replies gave the completed, customer-specific cancellation or refund outcomes. On ticket 31811, the customer then confirmed that the new MAX order had been placed.

New Drafting Rule

Keep cancellation, refund, credit, and order-change requests in a non-promissory review state until Matt has approved and performed the action. Once the customer confirms the completed outcome, a concise COPYABLE REPLY: acknowledgement is safe and useful; do not repeat the customer-specific financial or fulfillment facts.

Confidence Effect

This is a high-confidence workflow boundary observed across several human-completed order-exception replies. It is not authorization to cancel, refund, credit, or change any future order.

Storage Decision

Reviewable workflow learning proposal. The individual commercial outcomes remain only in their Freshdesk tickets.