FICTIONAL SOURCES FOR ONBOARDING PRACTICE
FILE: role-v2.txt | APPROVED | 1 October 2026
R1. The coordinator classifies requests as DELIVERY, RETURN, GENERAL or SAFETY.
R2. During week one, the coordinator drafts replies. The service lead must approve each reply before it is sent.
R3. Coordinators cannot authorise refunds or change account access.
R4. Safety complaints go to the service lead immediately.
FILE: routing-v3.txt | APPROVED | 1 October 2026
M1. DELIVERY: record the order reference if supplied. If absent, ask for it in the draft. Never request payment-card details.
M2. RETURN: use the approved returns policy. If that policy is missing, ask the service lead; do not invent eligibility.
M3. GENERAL: answer only from an approved source. Otherwise flag the unanswered question for the service lead.
M4. SAFETY overrides other categories. Escalate to the service lead.
FILE: learning-goals-v1.txt | APPROVED | 1 October 2026
L1. By the end of day one, practise classifying six synthetic cases and cite the routing rule for each.
L2. By day three, prepare three source-supported reply drafts with no unsupported promises, for supervisor review.
L3. At the end of the week, practise five mixed synthetic cases. The supervisor checks every classification and draft.