Customer ordered by mistake and it has not shipped. The order is cancelled and the €49 refunded once — one action, not a cancel plus a second refund.
“I ordered #1042 by mistake. It has not shipped yet — please cancel it and refund me.”
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.