Journey 7: Customer Support & Partial Refund

Scenario: A passenger calls customer service to cancel a booked optional excursion due to illness, but they are still attending the master tour. Actors: Passenger, Support Staff (Dispatcher).

1. [Backoffice] Context Retrieval: Support staff searches the passenger's name in the workspace app. The App Shell routes this view to the Commerce domain's booking-manager feature, retrieving the unified profile and checkout history.
2. [Backoffice] The Action: The staff selects the specific 'Zugspitze Excursion' sub-item and clicks 'Issue Partial Refund'.
3. [Backoffice → Commerce] The Execution: The booking-manager frontend feature fires an intent directly to the Commerce backend. The backend processes the partial refund via the payment provider (Mollie).
4. [Commerce & Notifications] Fulfillment: The passenger receives an automated WhatsApp confirmation, and their remote Apple Wallet ticket instantly removes the excursion pass. The workspace UI immediately updates the balance.