2026-08-21 · a generalized trace of the run: the reasoning is the agent's, the identifiers, records and timings are not reproduced. The case text arrives in Turkish; the loop reasons in English.
STEP 1 · Coupons and rewards
The user reports a bonus coupon showing as cancelled even though its expiry has not passed. The first data need is the coupon record itself: its status, its expiry, and how much of its value has actually been used.
Retrieved the user's coupon record. It is cancelled, its value is untouched and its expiry is still in the future — but the record itself carries no reason for the cancellation.
STEP 2 · Coupons and rewards
The coupon is cancelled while unused and unexpired. The next check in the playbook compares the allowance left on the user's coupon against the allowance the campaign template grants, which is what would show whether the coupon was consumed by the activity it exists to reward.
Retrieved the campaign template record. The allowance on the user's coupon still matches the template's, so nothing was consumed. Not a failed call — this is the comparison the next hypothesis needs.
STEP 3 · Audit activity
Expiry and consumption are both ruled out. The playbook now reads the administrative activity log over the window in which the coupon changed state, to see whether an operator action explains it.
The log returned read-type events over that window and no state-changing event on the coupon. That places operator activity near the change without evidencing it — circumstantial, not direct.
STEP 4 · Balance history
The playbook also tests whether a completed balance transfer voided the coupon. The ledger has not been read yet, so this queries transfers out of the spot balance across the coupon's active window.
The ledger returned an empty result for that direction across the window: no completed transfer of that kind exists.
STEP 5 · Balance history
The playbook requires both directions. One direction came back empty; the opposite direction has to be ruled out too before a completed transfer can be dismissed as the cause.
The opposite direction is empty as well, confirming there was no completed transfer either way across the window.
STEP 6 · no call
Every data-testable cause in the playbook is now exhausted: the coupon has not expired, its value was not consumed, its allowance is untouched, and no completed transfer exists in either direction. Operator activity in the window is the only remaining signal and it is circumstantial — no record within reach states a cancellation reason at all. The agent will not call that confirmed, so it names the gap and escalates rather than closing the case on the strongest guess.
