Simple AI Customer Support Chatbot

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        "kb_excerpt": "Policy: Orders >7 days delayed past expected ship date are eligible for one-click reship at no charge; refunds processed in 5-7 business days. Reshipping prioritizes overnight if customer flags time sensitivity.",
        "conversation": [
          {
            "role": "user",
            "content": "Hi — my order #44712 still hasn't shipped and it's been 9 days. UPS says label created but never scanned."
          },
          {
            "role": "assistant",
            "content": "Sorry for the delay. I see order #44712 was placed Apr 14 and is showing as label-created. Let me check warehouse status."
          },
          {
            "role": "user",
            "content": "Can you just refund and reship? I need it before the 28th."
          }
        ]
      }
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