# Harbour & Pine — fictional source material

Everything in this document is invented for a public product demonstration. Harbour & Pine, its
staff — Maya Reed (support lead), Jon Bell (operations owner), Alex Chen (engineering lead),
Priya Nair (founder) — and every document below are fictional. Nothing here is a real company
policy, client record or workshop transcript.

The decision envelope cites these sources by id and locator. Every quotation in the envelope
appears here, so its provenance can be checked line by line.

## S-001 · Support runbook — delivery-status enquiries (Maya Reed, 12 August 2026)

**§2 Where the answer comes from.** The order system is the truth about the order. The carrier
is the truth about the parcel. Read fulfilment status from the order system and tracking events
from the carrier record; do not use either to answer the other's question.

**§4 When the records do not agree.** Do not guess. Find out which one is wrong. No answer goes
to the customer until someone has.

**§6 Refunds.** Refunds are Maya's to do and Jon's to answer for. Address changes the same.

## S-002 · Pilot planning notes (Jon Bell, 2 September 2026)

**Paragraph 2.** We want to consider letting it answer the simple ones itself. All replies
remain human-controlled while we evaluate.

**Paragraph 4.** It must never issue a refund or change an address. Preparing one for Maya is a
different question and we have not answered it.

**Paragraph 5.** Anything it can't do goes to a person within one working day.

**Paragraph 6.** Maya approves a representative set before anything runs. Fluent wording alone
is not sufficient.

**Paragraph 7.** No real customer data is to be collected before that decision — Jon to approve
access and retention first.

## S-003 · Spring pilot — what happened, and why we stopped (Alex Chen, 19 May 2026)

**Finding 1.** We stopped it on the 19th. Three in a week was three too many. The assistant
drafted replies that Maya sent after reading; in one week three drafts promised delivery dates
nobody had made.

**Finding 2.** It said "will arrive Thursday". Nobody had promised Thursday.

**Finding 3.** There was no list. That is the whole finding. Nothing said which claims a status
reply may make, so nothing could check a draft before Maya read it.

## S-004 · Session 1 record — decision surfacing (7 October 2026)

**Jon, session 1.** "We have never said what happens on a Saturday." On retention: "Twelve
months feels right. I want to check that before I say it."

## S-005 · Session 2 record — the map confirmed (14 October 2026)

**HP-001, confirmed.** Confirmed without amendment.

**HP-002, settled.** "Six hours. If it is older than that, somebody looks."

**HP-004.** "Shadow first. Four hundred, not fifty — it is the busy season."

**HP-005, settled.** The list has eleven entries and Jon has read it.

**HP-006, granted.** "Turn it on. Review it in a month."

**HP-011, settled.** "From when they wrote to us. Anything else is us marking our own homework."

**HP-013.** "Maya writes it, Jon signs it, both names on it."

**HP-014.** "Drawn, not hand-picked. Maya signs the distribution."

**HP-016.** "Four records or it did not happen."

**HP-018.** "Three people. Nobody else."

## S-006 · Order-system data dictionary (Alex Chen, 30 March 2026)

**orders.email, orders.postcode.** Both fields are mandatory at checkout.

## S-007 · Your-week sheets, session 1 (Maya Reed; Jon Bell, 7 October 2026)

Six sheets, counts and minutes as the people wrote them. Maya, row 3 — investigating when the
records disagree: about twelve a week, fifteen minutes each. "Relieved to stop? No."

Maya's sheet, 7 October — status enquiries: "about sixty a week, four minutes if the records
agree".

## S-008 · Carrier API service description (Northgate Parcels, 1 November 2025)

Tracking events are delivered by webhook within fifteen minutes of a scan; the order system is
not updated by the carrier.