TASKS = {
    "damaged-mug-replacement": {
        "task_id": "damaged-mug-replacement",
        "task_name": "Damaged Mug Replacement",
        "difficulty": "easy",
        "objective": (
            "Resolve a damaged-item support ticket by gathering the right evidence, "
            "drafting a concise customer reply, and submitting the correct resolution."
        ),
        "customer_message": (
            "Hi support, my Northwind ceramic mug from order O-1001 arrived shattered. "
            "I uploaded a photo. I still want the mug if you can replace it quickly."
        ),
        "artifacts": {
            "order": (
                "Order O-1001 | Item: Northwind ceramic mug | Delivered: 2026-04-01 | "
                "Photo evidence attached: yes | Carrier note: box dented on arrival."
            ),
            "account": (
                "Customer since 2023 | No prior claims abuse | Shipping address verified."
            ),
        },
        "policies": {
            "damaged_items": (
                "Damaged items reported within 7 days with photo evidence qualify for a "
                "free replacement. Low-cost broken items do not need to be returned."
            )
        },
        "required_evidence": ["ticket", "artifact:order", "policy:damaged_items"],
        "expected_resolution_code": "send_replacement",
        "available_resolution_codes": [
            "send_replacement",
            "issue_refund",
            "request_more_info",
            "deny_request",
        ],
        "reply_keywords": ["replacement", "48 hours", "no need to return"],
        "optimal_steps": 4,
    },
    "duplicate-charge-refund": {
        "task_id": "duplicate-charge-refund",
        "task_name": "Duplicate Charge Refund",
        "difficulty": "medium",
        "objective": (
            "Investigate a billing complaint, confirm whether a duplicate charge occurred, "
            "and choose the correct refund resolution."
        ),
        "customer_message": (
            "I was charged twice for the same blender order and only received one item. "
            "Please fix this. Order number is O-2044."
        ),
        "artifacts": {
            "order": (
                "Order O-2044 | Item: Pulse blender | Fulfilled once on 2026-03-28 | "
                "Only one shipment and one invoice should exist."
            ),
            "payment": (
                "Payments for O-2044 | Charge 1: CAPTURED $89.00 | Charge 2: CAPTURED $89.00 | "
                "Gateway note: retry after timeout caused duplicate capture."
            ),
            "account": "Customer in good standing | No prior charge disputes.",
        },
        "policies": {
            "duplicate_charge": (
                "If a duplicate capture is confirmed, refund the extra charge to the original "
                "payment method within 3-5 business days."
            )
        },
        "required_evidence": [
            "ticket",
            "artifact:order",
            "artifact:payment",
            "policy:duplicate_charge",
        ],
        "expected_resolution_code": "refund_duplicate_charge",
        "available_resolution_codes": [
            "refund_duplicate_charge",
            "issue_refund",
            "request_more_info",
            "deny_request",
        ],
        "reply_keywords": ["duplicate charge", "refund", "3-5 business days"],
        "optimal_steps": 5,
    },
    "account-takeover-fraud": {
        "task_id": "account-takeover-fraud",
        "task_name": "Account Takeover Fraud Escalation",
        "difficulty": "hard",
        "objective": (
            "Handle a potential account takeover involving digital gift cards. Gather fraud "
            "signals, apply the correct security-first resolution, and communicate next steps."
        ),
        "customer_message": (
            "I did not place the gift card order on my account last night. Please stop any "
            "more charges and secure my account immediately."
        ),
        "artifacts": {
            "account": (
                "Account A-77 | Password reset disabled | New login from unfamiliar IP at 02:14 UTC | "
                "2FA not enabled."
            ),
            "order": (
                "Order O-7781 | Digital gift cards totaling $250 | Delivered instantly by email | "
                "Marked high-risk by payments."
            ),
            "risk_log": (
                "Risk engine score: 0.98 | Device mismatch: true | Velocity spike: true | "
                "Recommendation: lock account and escalate to fraud operations."
            ),
        },
        "policies": {
            "account_takeover": (
                "Suspected account takeover with digital goods requires immediate account lock, "
                "fraud team escalation, and customer follow-up within 24 hours. Do not promise "
                "an automatic refund before investigation."
            )
        },
        "required_evidence": [
            "ticket",
            "artifact:account",
            "artifact:risk_log",
            "policy:account_takeover",
        ],
        "expected_resolution_code": "lock_account_and_escalate_fraud",
        "available_resolution_codes": [
            "lock_account_and_escalate_fraud",
            "issue_refund",
            "request_more_info",
            "deny_request",
        ],
        "reply_keywords": ["account locked", "fraud team", "24 hours"],
        "optimal_steps": 5,
    },
}


TASK_SEQUENCE = [
    "damaged-mug-replacement",
    "duplicate-charge-refund",
    "account-takeover-fraud",
]