There's plenty of time for me inside the Amazon app where I'll click the button to get a refund or replacement on an order and go through the little radio options wizard to select the reasoning, and it will tell me it's not eligible for a refund in the end.

I'll switch to the AI chat where it lets you select your order and I'll do the same thing, and it has no issue telling me it can give me a refund and process it instantly.

So my case, the two seem to behave differently. And these are on items that say they're eligible for refunds to begin with when you first order them.

If the item is eligible for refund and the wizard fails where the LLM succeeds, then that's obviously a bug in the wizard, not a special capability of the LLM. It's also wasted money for Amazon, burning tokens at scale for something that could have been a simple API call.