Repeatability
High
Returns FAQ questions follow a narrow, predictable set of patterns — refund windows, eligibility, process steps, exceptions. The structure is nearly identical across interactions, which strongly favors automation.
Ambiguity Tolerance
High
Success is clear: the agent answers the question accurately based on the policy document. There's a defined source of truth, and correctness is verifiable against it.
Data & Tool Availability
High
The agent needs only the returns policy document and optionally order lookup access. Both are straightforward to provide, and the policy text is typically static and well-structured.
Error Cost
Medium
A wrong answer could mislead a customer into expecting a refund they won't get, causing frustration or a chargeback dispute. This is recoverable but not trivial — a human escalation path and confidence thresholds reduce the risk significantly.
Human Judgment Required
Low
Most returns FAQ questions have deterministic answers grounded in policy text. Genuine edge cases — unusual circumstances, goodwill exceptions, fraud signals — should be flagged for human review rather than handled by the agent.