"I will cancel unless you can give me a discount" → the allowed win-back coupon is applied; no cancellation, no refund.
“Honestly, I will cancel unless you can give me a discount.”
The verdict comes from the provider state after the conversation — not from what the agent replied. All of these must hold:
No faults are injected: the provider behaves. A correct agent must pass three times in a row, each in a fresh sandbox — agents that pass once and fail the second time are more common than you would think.