
Q: A customer on a monthly plan was charged twice this month and wants their money back. What should I do?
  retrieval calls: ['search_docs(duplicate charge refund)', 'search_docs(charged twice billing error)', 'get_doc(kb-102)', 'get_doc(kb-101)', 'StructuredOutput(None)', 'StructuredOutput(None)']
  A: {'answer': 'Per KB policy:\n\n1. First confirm whether it\'s a real duplicate or just an authorization hold. Per kb-102, a second charge in the same month is often just a hold that auto-drops in 3–7 days. Check if both charges have actually settled.\n\n2. If both charges settled (true duplicate), issue a refund for the duplicate charge only, and file a ticket of type BILL-DUP (kb-102).\n\n3. Process the refund to the original payment method; refunds are issued within 5 business days (kb-101).\n\nNote: kb-101\'s rule that "monthly plans are not refundable after the billing date" applies to standard refund/cancellation requests, not to billing errors like duplicate charges — those are explicitly handled via the BILL-DUP process in kb-102, so the duplicate charge should still be refunded even though it\'s a monthly plan.\n\nSummary: Verify settlement → refund the duplicate charge to original payment method within 5 business days → file BILL-DUP ticket.', 'citations': ['kb-102', 'kb-101'], 'confidence': 'high'}
  cost=$0.0300

Q: How long do we keep a cancelled account's data?
  retrieval calls: ['search_docs(cancelled account data retention)', 'get_doc(kb-305)', 'StructuredOutput(None)']
  A: {'answer': 'When an account is cancelled, its data is retained for 90 days after cancellation, after which it is permanently deleted. Backups containing that data are then purged within an additional 30 days (so backups are fully cleared roughly 120 days after cancellation).', 'citations': ['kb-305'], 'confidence': 'high'}
  cost=$0.0105

Q: What is our policy on employee parking?
  retrieval calls: ['search_docs(employee parking policy)', 'search_docs(parking)', 'StructuredOutput(None)']
  A: {'answer': "I searched the knowledge base but found no documents related to employee parking policy. The knowledge base appears to only contain support-related content (e.g., refund policies), not HR/facilities policies like parking. I don't have information to answer this question.", 'citations': [], 'confidence': 'low'}
  cost=$0.0107
