[Waifu]

That's why for big orders they have the option where you can speak to a real representative.

Yes, seldom do chat bots process and approve high value Items.

They may Initiate the assessment, but not finalize It per se.

Agreed. Bots are perfect for small valued items, as you stated. Though bots are required to send you to chat with a representative for high-valued items (in Amazon's perspective), using a bot to refund high-valued products can be abused. Therefore, the AI transferring you to a representative is ideal because it helps you give some insight into what happened with your package, helping SE'rs succeed in their game.