{
  "version": 1,
  "title": "Support response review",
  "variants": [
    "Current draft",
    "Revised draft"
  ],
  "cases": [
    {
      "id": "case-1",
      "side": 0,
      "prompt": "The tracking page says delivered, but I can’t find my package. What should I do?",
      "criterion": "Give the customer a next step and avoid promising an outcome the support team can’t guarantee.",
      "answers": [
        "Your package is marked delivered. Check around the delivery address and ask your neighbors. If you don’t find it, message support with your order number.",
        "I can help you look into it. First, check any delivery photo, your building’s mailroom, and with people at the address. If it’s still missing, send your order number and the delivery date to support so they can check with the carrier."
      ]
    },
    {
      "id": "case-2",
      "side": 1,
      "prompt": "Can I change the email on my account if I can’t sign in?",
      "criterion": "Use the account recovery flow and avoid asking for a password or a one-time code.",
      "answers": [
        "Start with the account recovery form. If you still have access to the current address, use the sign-in reset link. If you’ve lost access to that inbox, choose the option for an inaccessible email. Support can explain the next verification step.",
        "Yes. Send your current and new email addresses and the most recent code you received, and someone can update your account."
      ]
    },
    {
      "id": "case-3",
      "side": 0,
      "prompt": "I ordered the wrong size. Can you exchange it?",
      "criterion": "Distinguish an eligibility check from confirming the exchange, and ask only for information needed to start.",
      "answers": [
        "We can check whether your order is eligible for an exchange. Have your order number and desired size ready, then contact the returns team.",
        "To check eligibility and availability, send the returns team your order number and the size you’d prefer. They can tell you what’s possible for this order."
      ]
    }
  ],
  "reviewers": [
    {
      "id": "reviewer-1",
      "name": "Reviewer 1",
      "votes": {}
    }
  ]
}