You are building a customer support resolution agent using the Claude Agent SDK.

First-contact resolution does not require pretending that every backend operation succeeded. The agent can still resolve the informational portion of the interaction by explaining the charge and confirming eligibility using the successfully retrieved customer and order data. It must then distinguish that verified conclusion from the uncompleted refund transaction.

Anthropic’s tool-error guidance states that Claude should receive the failure information so it can retry, request clarification, or explain the limitation. A tool timeout must therefore be surfaced honestly rather than converted into an unsupported success claim. ( https://platform.claude.com/docs/en/agents-and-tools/tool-use/build-a-tool-using-agent?utm_source=chatgpt.com ) Anthropic also emphasizes transparent, simple agent designs and carefully constructed tool interfaces, which support explicit disclosure of tool failure and controlled escalation. ( https://www.anthropic.com/engineering/building-effective-agents )

Option A can create an unbounded or excessively long interaction; retries should be limited and conditioned on retryability. Option B falsely represents an incomplete financial operation as completed. Option D discards the useful work already performed and escalates before providing the customer with the available explanation.

Option C preserves trust, delivers the information already established, clearly states what remains incomplete, and gives the customer a practical next step through bounded retry or human escalation.

Official references/topics: Graceful tool failure, transparent customer communication, bounded retry, human escalation.