60. Resolve Package Unavailability Explicitly

Status

Accepted for the MVP working model; exact SLA, client communication, launch full/no-refund/credit calculation, and transfer eligibility remain open. Partial monetary refunds are deferred beyond launch by ADR 0077.

Context

A PackagePurchase is bound to one psychologist and one ServiceOffering. That binding is part of what the client bought; silently moving a package to another psychologist/offering can change fit, consent, price, mode, and expectations. At the same time, illness, leave, departure, or offering archival can make future sessions unavailable.

Decision

Keep the PackagePurchase bound to its original psychologist/ServiceOffering by default. Admin first attempts a replacement schedule within the same offering. If that is not feasible, Admin creates an audited PackageAvailabilityResolution and presents an explicit client-approved option such as:

• full refund or no refund at launch; partial monetary refunds require a future explicit policy;
• credit/extension under policy;
• transfer to another psychologist/offering only as an explicit exception with client approval and updated terms/consent.

The system must not auto-transfer, auto-assign a different psychologist, or silently rewrite the PackagePurchase binding. Existing completed/consumed history remains tied to the original purchase and entitlement sequence.

Consequences

Positive:

• package promise and professional choice remain explicit;
• client consent is preserved for cross-psychologist transfer;
• operational unavailability has a first-class path;
• financial and entitlement effects are auditable.

Costs and constraints:

• Admin support work is required;
• resolution may involve RefundAction, validity extension, or replacement Appointment;
• transfer needs a new OfferSnapshot/terms/consent comparison;
• client communication and SLA become important.

Open follow-up

Define resolution SLA, eligible events, client response timeout, launch full/no-refund/credit formula, extension semantics, and transfer data/consent workflow. Partial monetary refunds remain deferred.