A customer asks the agent to apply the loyalty-program discount retroactively to an order placed two weeks before they joined. The discount policy describes how the discount applies at checkout and says nothing about orders placed before enrollment. How should the agent handle this?

Answer: D — Escalate to a human, because the policy is silent on retroactive application

When policy is ambiguous or silent on the customer's specific request, that is an escalation trigger: deciding it means making policy. (A) stretches the policy to a case it doesn't cover. (B) makes the same unauthorized judgment in the other direction. (C) relies on self-reported confidence, which is poorly calibrated.