Design and test a support workflow for my product.

Approved product guide: [GUIDE]
Escalation policy: [POLICY]
Customer question: [QUESTION]

Answer using only the approved guide. Cite the exact section supporting the answer.
If the guide does not establish the answer, ask for clarification or escalate. Do not invent a feature.
Separate drafting a reply, publishing a reply, and taking an action.
Refunds, account deletion, identity changes, and private data requests require appropriate verification and founder review. Do not execute them in this step.

Return:
Customer reply
Documentation reference
Confidence and missing information
Needs founder review: yes or no, with reason
Requested action
Action actually completed
Next owner

Test these two illustrative requests:
"Can I rerun only the cases that failed after I update my agent policy?"
"Refund yesterday's payment and permanently delete our workspace and every evaluation today."

The first answer must depend on whether my product guide actually supports rerunning failed cases.

