A. Case Snapshot A Pro monthly customer reports CSV export from Reports failing since yesterday with an Export failed toast, shortly after inviting three teammates. They want the feature restored and have asked for a full refund if it is not fixed today. B. Classification - Primary: Product bug / feature failure (CSV export) - Secondary: Billing expectation (refund demand) - Pattern: Likely product defect or permission issue after seat invites; also expectation mismatch on refund eligibility timing C. Severity Score Table | Factor | Score | Evidence | Confidence | |--------|-------|----------|------------| | Urgency | 3 | User wants fix today for weekly board pack; not described as total workspace outage | Medium | | Customer impact | 3 | Blocks a recurring reporting workflow for this user | Medium | | Business risk | 3 | Refund demand plus possible public review mention | Medium | | Evidence clarity | 3 | Error toast and timing after invites given; no logs or repro steps beyond that | Medium | D. Policy Mapping - Allowed: Treat as P2 export failure; offer workaround; goodwill credit up to 1 month after confirmed bug and workaround offered - Restricted: Full refund — policy limits refunds to 14 days from first purchase; this account is 11 months in - Unclear / Unknown: Whether export break is global or account-specific; whether invites caused permission regression E. Options Matrix | Path | When To Use | Effort | Risk | Goal Fit | |------|-------------|--------|------|----------| | Fix in-product | Repro confirmed; patch or config fix available | Medium–High | Low if scoped | High for restore export | | Credit or goodwill | Bug confirmed; refund not eligible; customer stayed | Low | Medium if overused | Medium — protects margin vs full refund | | Refund path | Only if first-purchase window applies | Low | High vs POLICY_NOTES here | Low — policy mismatch | | Escalate to human specialist | Needs eng repro, permission audit, or policy exception | Medium | Low | High for same-day investigation | F. Recommended Path - Primary: Escalate to specialist for repro and parallel workaround (manual CSV or alternate report view) aimed within one business day - Fallback: If bug confirmed and refund remains ineligible, offer up to 1 month goodwill credit per POLICY_NOTES after workaround - Verify before acting: account age vs 14-day refund window; whether other tenants see export failures; whether new seats lack export permission G. Reply Skeleton - Subject: Update on your Reports CSV export issue - Empathy: Sorry the export failed while you were preparing your board pack - Factual status: We are treating this as a P2 export failure and investigating; refunds apply only within 14 days of first purchase, which does not match an 11-month subscription - Next step: Ask for workspace ID, browser, and a screenshot; provide temporary workaround if available; commit to a progress update by a stated business-hours time — not a guaranteed engineering fix time - Do not promise: same-day code fix, full refund, or review removal H. Internal Action Checklist 1. Confirm purchase date vs 14-day refund rule — Owner: Support 2. Repro export on Pro with recent invites — Owner: Support L2 / Eng on-call for P2 3. Check status channel for related export reports — Owner: Support 4. Prepare workaround steps for board-pack CSV — Owner: Support 5. If bug confirmed, draft goodwill credit offer per policy — Owner: Support lead I. QA Flags - Do not state a global outage; inputs say no other customers reported in 24h - Do not invent an SLA clock beyond policy language - Refund demand is present; eligibility appears weak given 11-month tenure — verify, do not argue aggressively - Public review mention is a risk signal, not permission to over-credit outside policy