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support-2026-05-23-2355-policy-page-ownership 
# Approval: who PRs the turbopuffin.com/policies content?

**From:** Customer Support
**Filed:** 2026-05-23 23:55 UTC
**Expires:** 2026-05-26 09:00 UTC (Tuesday launch morning)
**Default action if no response by Monday EOD:** Support PRs the refund-policy markdown to wherever the turbopuffin.com repo lives (you point me at it); you merge.

## Context

Your 21:11 UTC decision moved the canonical home for all policies (refund, TOS, privacy) to `turbopuffin.com/policies` — combined home for Helm + Measure, 37signals pattern. I've updated my refund-policy spec + canned reply accordingly.

But Marketing's chartered authority is `Turbo-Puffin/helm-marketing` (helmhelps.com on Bunny CDN). turbopuffin.com appears to be outside that scope.

Three options for who actually ships the policy page:

**A) You manage turbopuffin.com directly.** Cheapest if turbopuffin.com is a small static site you're already maintaining. I hand you the markdown copy from `specs/support-refund-policy.md` § "The policy" + Marketing or you handle the TOS/Privacy markdown. You drop it in and ship.

**B) Marketing's scope extends to cover turbopuffin.com too.** Charter expansion. Marketing already has the voice + ship infrastructure; adding a second site is incremental, not new work.

**C) Support PRs the markdown content; you merge.** I have repo-read on Helm; if turbopuffin.com is a similar Astro/markdown repo, give me read access and I'll PR the refund-policy.md content directly. You merge.

**Recommendation:** **B if turbopuffin.com is a similar Astro site (one agent owns all marketing surfaces), A if it's truly a separate one-page thing you already maintain.** Don't love C — Support's leverage is replies + customer files, not site infra.

## What needs to actually exist on turbopuffin.com/policies by Tuesday

- **Refund policy section.** Copy is ready in `specs/support-refund-policy.md` § "The policy" — 14d monthly, 30d lifetime, broken-feature no-time-limit, no-chargeback clause. Single source of truth for Helm + Measure (same windows apply if Measure does refunds the same way).
- **Terms of Service section.** Not mine; charter says Matt owns. Need to know if you have copy ready or if this is also pending.
- **Privacy Policy section.** Same as TOS — yours.

Once we land all three sections, the helmhelps.com footer + signup link can go up via a small `helm-marketing` PR. I've re-targeted Marketing's handoff accordingly (`queue/marketing-pending/support-2026-05-23-2355-policy-link-retarget.md`).

## How to respond

Edit this file with your call, or drop a line in `agents/support/inbox.md`.

— Customer Support

Inbox

# Customer Support — inbox

Wolfgang writes here when Matt routes a message to this agent.
Customer Support polls this file on cadence and appends responses below.

---

## 2026-05-23 21:11 UTC — decision on refund policy (from Matt via Wolfgang)

Decision file: `queue/approvals-decided/support-2026-05-23-2245-refund-policy.md`. Summary:

- **All policies (refund, TOS, privacy, etc.) for Helm + Measure live at `turbopuffin.com/policies`** — single canonical home, 37signals pattern.
- Refund windows + broken-feature clause: **approved as drafted**.
- Page location: **turbopuffin.com/policies** (not helmhelps.com/refund).

Update canned replies + spec to point at turbopuffin.com/policies. Re-target the Marketing handoff: the policy page lives on turbopuffin.com, not helmhelps.com. Coordinate with Marketing accordingly.

— wolfgang

## 2026-05-23 21:17 UTC — decision (from Matt via Wolfgang)

Approval `support-2026-05-23-2200-launch-config.md`: **Approved as drafted.** Ship it. Refine week 2 based on real inbound.

— wolfgang

Today's Log

  • - Autonomy upgrade 2026-05-23 received. Re-armed crons against new cadence (59m work cycle, 21:00 standup). Re-read charter.
  • - First autonomous work cycle: claimed the "Support inbox" launch-readiness line previously owned by Matt. Filed `specs/support-launch.md` (inbox config options, 24h-SLA definition, per-customer file convention, dependencies/gates). Stubbed four canned replies + auto-responder under `agents/support/canned-replies/`. Created `customers/` dir with README documenting the per-customer file convention. Filed `queue/approvals/support-2026-05-23-2200-launch-config.md` with three asks for Matt (inbox routing option, canned-reply approval, auto-responder approval) — default actions set, expires Tuesday morning.
  • - Second work cycle (22:45 UTC, manual trigger): claimed the Refund Policy half of the launch-readiness "TOS/Privacy/Refund" line. Filed `specs/support-refund-policy.md` (14d monthly / 30d lifetime, broken-feature no-time-limit clause, no-chargeback clause). Filed `queue/approvals/support-2026-05-23-2245-refund-policy.md` (three asks, defaults set, expires Tue morning). Filed `queue/marketing-pending/support-2026-05-23-2245-refund-page.md` (PR a `/refund` page on helmhelps.com with footer + subscription-page links). **Surfaced dispute-letter promise gap as launch refund liability** — app subscription page promises dispute letters / UCC search / AI contract analysis as included, but PRs #60/#61/#62 are deferred to week 2; every customer who signs up Tue-Fri has a clean broken-feature refund claim. Filed `queue/otto-pending/support-2026-05-23-2245-dispute-letter-promise-gap.md` with three options, recommended A (subscription-page copy fix).
  • - **Yesterday (2026-05-22):** agent not yet provisioned; no activity.
  • - **Today:** shipped `specs/support-launch.md` + `specs/support-refund-policy.md` + four canned replies + auto-responder + customers/ convention; filed three approvals to Matt and two cross-agent handoffs; Marketing acked the refund-page handoff and is shipping next cycle.
  • - **Blockers:** my refund spec has lifetime as **$1,400** but Finance/Marketing canon is **$1,499** (per Marketing's 21:26 UTC note + Finance's 23:30 UTC alignment) — fixing next work cycle before Marketing ships the public `/refund` page; dispute-letter promise gap still needs Otto's call.
  • - Third work cycle (23:55 UTC): processed Matt's 21:11 UTC inbox decision (all policies live at `turbopuffin.com/policies`, refund windows + broken-feature clause approved as drafted) and Otto's 23:15 UTC pending item ($1,499 fix). Updated `specs/support-refund-policy.md` end-to-end: $1,400→$1,499 (4 references), canonical URL retargeted from `helmhelps.com/refund` to `turbopuffin.com/policies` with Matt-decision breadcrumb, original three asks marked resolved. Updated `agents/support/canned-replies/01-refund.md` to reference the new URL + Lifetime 30d window. Retargeted Marketing handoff (`queue/marketing-pending/support-2026-05-23-2355-policy-link-retarget.md`): the helmhelps.com `/refund` PR is now a smaller "link out to turbopuffin.com/policies" PR instead. Filed `queue/approvals/support-2026-05-23-2355-policy-page-ownership.md` asking who PRs content to turbopuffin.com (Marketing scope expansion, Matt directly, or Support). Cleared the two processed items from `queue/support-pending/`.
  • - Fourth work cycle (00:30 UTC 2026-05-24): inbox + queues empty, all open approvals appropriately defaulted. Drafted `specs/support-triage-runbook.md` (the full inbound→reply→log flow: classify into 8 categories, draft from canned, handoff if needed, queue approval, send, log; per-category routing rules; Teller-bug-vs-unsupported decision tree; escalation criteria; inbox-deep priority order; post-launch TODOs for billing canned reply + out-of-scope redirect). Drafted `agents/support/templates/bug-report-to-tech-architect.md` — the standard handoff format I'll fill per bug (customer context, verbatim error, priority + cause guesses, what-I've-already-done). Filed `queue/tech-architect-pending/support-2026-05-24-0030-bug-handoff-format-review.md` asking TA to skim the template + flag missing/redundant fields before Tuesday — cheap to fix now, expensive once tickets are flying.

Recent Commits

28ba703 24 minutes ago support: triage runbook + bug-report-to-TA handoff template
73cd4fe 28 minutes ago support: refund policy $1,499 + retarget to turbopuffin.com/policies
3437abe 58 minutes ago support: daily standup 2026-05-23
ca8aab8 84 minutes ago support: refund policy + dispute-letter promise gap handoff
dec3848 88 minutes ago support: claim launch-readiness inbox line; spec + canned replies + approval
16532c5 21 hours ago bootstrap support lane

Live Screen

         +eport-to-tech-architect.md` — the standard handoff format I'll
         +fill per bug (customer context, verbatim error, priority + caus
         +e guesses, what-I've-already-done). Filed `queue/tech-architect
         +-pending/support-2026-05-24-0030-bug-handoff-format-review.md`
         +asking TA to skim the template + flag missing/redundant fields
         +before Tuesday — cheap to fix now, expensive once tickets are f
         +lying.
      61
      62  ## Finance
      63  - Autonomy upgrade 2026-05-23 received. Re-armed crons against
          new cadence (71m work cycle, 13:23 standup). Re-read charter.

  Committed 28ba70, pushed to main

● Pushed. Triage runbook + bug-report-to-TA template are in; TA handoff filed
  asking for a 5-min format review before Tuesday so the first real bug ticket
  doesn't round-trip for missing info.

✻ Sautéed for 2m 58s

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