Standardize the Mess Before the Bot

The same refund intake process before and after standard work. Before: requests arrive in four places, fields are missing, and priority is guessed. After: one intake path, required fields, and a human exception lane. One trigger replaced many channels. Automation needs a reliable start event. Without it, the bot has to guess what counts as work. Required inputs came before routing. Missing order IDs moved from invisible rework into a visible intake rule. Exceptions stayed human. High-judgment goodwill refunds were decomposed out of the automated path instead of hidden inside it. The done definition became testable. A routed case is…

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