[
  {
    "org_id": "org_atlantica",
    "id": "org_atlantica--esc-money-back",
    "phrases": [
      "refund",
      "money back",
      "refunded",
      "credit note",
      "credit them",
      "write it off",
      "give them their money"
    ],
    "reason": "Money going back after a shipment always goes to Maria — no procedure decides that one."
  },
  {
    "org_id": "org_atlantica",
    "id": "org_atlantica--esc-appointment",
    "phrases": [
      "can someone come",
      "can you come",
      "what time can",
      "are you free",
      "can you visit",
      "come out on",
      "fit us in",
      "book a visit for"
    ],
    "reason": "A promise of a specific day or time is Maria’s diary, not something a procedure can promise."
  },
  {
    "org_id": "org_atlantica",
    "id": "org_atlantica--esc-own-record",
    "phrases": [
      "my order",
      "our order",
      "my invoice",
      "our invoice",
      "when did i order",
      "when did we order",
      "what did we pay",
      "our last order",
      "my purchase"
    ],
    "reason": "Somebody’s own record — what they ordered, when, what they paid — is Atlantica’s system, not a written procedure."
  },
  {
    "org_id": "org_atlantica",
    "id": "org_atlantica--esc-price-authorisation",
    "phrases": [
      "beat that price",
      "match their price",
      "bigger discount",
      "extra discount",
      "more off",
      "better than the tier"
    ],
    "reason": "Anything past the tier price is Maria’s call, and she wants to hear it before the buyer does."
  }
]