How to verify claims that a reputation-points reward was replaced by a pet module chest

Use this workflow when a player says they claimed a reputation-points reward (for example, a wolf mount/pet) but received a pet module chest instead.

What to check

1. Review the player's item.add webhooks for the reported date range.

2. Find the relevant grant and confirm these fields:

   • trigger
   • event_data.reason
   • items[].sku
   • items[].source
   • price / price_decimal

3. Check whether there are any grants for the SKU the player says they selected.

How to interpret the logs

If the webhook shows:

• trigger = hub.free_item_claim
• reason = Free item claimed
• source = free_item
• price = null and price_decimal = null

then the item was claimed as a free store item, not purchased for money and not delivered as a normal paid order.

If there is no item.add event for the expected reputation reward SKU, then support should not treat the case as "Aghanim swapped one SKU for another." The logs indicate that the player claimed the free item whose SKU appears in the webhook.

Known pet module chest SKUs

The following SKUs are known one-time free claims per account for pet-module lootboxes:

• ag_pet_extention_lootbox_3
• ag_pet_extention_lootbox_4
• ag_pet_extention_lootbox_5
• ag_pet_extention_lootbox_6

If one of these appears in an item.add webhook with source = free_item, it should be interpreted as the player claiming that free store item.

When the player says the item was not available for RP

If support confirms that the pet-module chest SKU is not listed in the RP store view the player expected, do not assume the webhook is wrong. First separate two questions:

1. What was actually granted? Use the webhook logs. If the only grant is ag_pet_extention_lootbox_3 (or another known pet-module chest SKU) with trigger = hub.free_item_claim, then the granted item was a free-claim chest.

2. Why did the player believe they were spending RP on another reward? Check whether the player may have multiple checkout profiles with RP split between them.

In the resolved case behind this article, the operational fix was to transfer/consolidate RP between the player's two checkout profiles so the player could see the combined total in one place. This means the report may stem from profile-level RP separation rather than from one SKU being replaced by another in delivery.

Suggested support conclusion

When the logs show only a free-item claim for a pet-module chest and no grant for the expected reputation reward SKU, the safest conclusion is:

• the player claimed the pet-module chest SKU shown in the webhook;
• there is no evidence in Aghanim logs that the reputation reward SKU was granted and then replaced;
• the case should be investigated as a player-selection / store-flow issue only if product evidence outside the webhook logs suggests the wrong item was displayed.

If the player is also missing or not seeing the expected RP balance, check for RP split across multiple checkout profiles. If confirmed, transfer or consolidate the RP so the player sees the full amount on the active profile.

Example indicators from a webhook payload

"trigger": "hub.free_item_claim"
"reason": "Free item claimed"
"sku": "ag_pet_extention_lootbox_3"
"source": "free_item"

These fields indicate a free-claim flow in the store.