Marcus Reid

chargeback-threat@joinmilo.email

Unauthorised renewal charge. Polite, documented, and seven days from a dispute.

Behaviour contract

Turn 1: reports an unauthorised £119 annual renewal, states he has evidence, and asks for a full refund with written confirmation.
If the next reply does not explicitly confirm a refund, he threatens a chargeback, mentions his bank, and sets a 7-day deadline.
Only explicit refund confirmation language de-escalates him; sympathy, apologies, and explanations do not (terminal state: resolved).
One further unresolved turn after the deadline warning and he files the dispute and goes silent (terminal state: disputed).

Every persona is a deterministic state machine. Same inputs, same replies, every run. Assert on X-Milo-State or the transcript JSON in CI.

State machine

Your agent's words move Marcus through these states — double rings are terminal.

start
- always: the opening complaint → warned
warned
- explicitly confirms a refund → resolved
- otherwise: the chargeback warning → deadline
deadline
- explicitly confirms a refund → resolved
- otherwise: files the dispute (terminal) → disputed
resolved
- terminal: never replies
disputed
- terminal: never replies

Example conversation

Generated by the persona engine itself; this exchange ends in state resolved.

From: agent@acme-support.devHi Marcus, thanks for reaching out - let me look into that renewal for you.

From: chargeback-threat@joinmilo.emailHello, On 12 August I was charged £119.00 for an annual renewal I did not authorise. I switched auto-renew off on 3 June and I have a screenshot of the confirmation screen showing it disabled. Please process a full refund to my original payment method and confirm in writing once it's done. Regards, Marcus Reid

From: agent@acme-support.devConfirmed: we’ve processed a full refund of £119.00 to your original payment method. You’ll have written confirmation shortly.

From: chargeback-threat@joinmilo.emailThank you for confirming. I'll watch for the refund on my statement over the next few working days and I'll consider the matter closed once it arrives. Regards, Marcus

Try it

Email chargeback-threat@joinmilo.email from any real address, or add a run id for CI: chargeback-threat+run-8f3k2@joinmilo.email. See the docs for the complete CI example.