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diff --git a/libs/agent_framework/src/agent_framework/runtime/agent_runtime.py b/libs/agent_framework/src/agent_framework/runtime/agent_runtime.py
index 6ba7c1d6..7c7ee901 100644
--- a/libs/agent_framework/src/agent_framework/runtime/agent_runtime.py
+++ b/libs/agent_framework/src/agent_framework/runtime/agent_runtime.py
@@ -1778,11 +1778,25 @@ class AgentRuntimeMixin:
         tool_name = pending.get("tool_name") or "a operação solicitada"
         args = pending.get("arguments") or {}
         order_id = args.get("order_id")
+        subject = str(args.get("subject") or "").strip()
         target = f" para o pedido {order_id}" if order_id else ""
         labels = {
             "solicitar_devolucao": "a solicitação de devolução",
             "solicitar_troca": "a solicitação de troca",
         }
+
+        # Confirmações são texto voltado ao cliente. Quando uma ação de
+        # cancelamento possui ``subject``, use o nome comercial solicitado
+        # em vez de expor o identificador técnico da tool (por exemplo,
+        # ``cancelar_vas_avulso`` -> "cancelar vas avulso"). Isso também
+        # evita que guardrails de fraseologia bloqueiem uma confirmação
+        # transacional legítima por conter nomenclatura interna.
+        if tool_name.startswith("cancelar_") and subject:
+            return (
+                f"Você confirma o cancelamento do serviço {subject}? "
+                "Responda 'sim' para executar ou 'não' para cancelar."
+            )
+
         action = labels.get(tool_name, tool_name.replace("_", " "))
         return f"Você confirma {action}{target}? Responda 'sim' para executar ou 'não' para cancelar."
 
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index 00000000..5f8dc497
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diff --git a/tests/test_transaction_confirmation_customer_facing.py b/tests/test_transaction_confirmation_customer_facing.py
new file mode 100644
index 00000000..3c937c18
--- /dev/null
+++ b/tests/test_transaction_confirmation_customer_facing.py
@@ -0,0 +1,37 @@
+from agent_framework.runtime.agent_runtime import AgentRuntimeMixin
+
+
+def test_cancel_confirmation_uses_subject_and_never_exposes_internal_vas_label():
+    runtime = object.__new__(AgentRuntimeMixin)
+    state = {
+        "transaction_status": "AWAITING_CONFIRMATION",
+        "pending_tool_call": {
+            "tool_name": "cancelar_vas_avulso",
+            "arguments": {"subject": "TIM Fashion"},
+        },
+    }
+
+    text = runtime.transaction_confirmation_message(state)
+
+    assert text == (
+        "Você confirma o cancelamento do serviço TIM Fashion? "
+        "Responda 'sim' para executar ou 'não' para cancelar."
+    )
+    assert "vas avulso" not in text.lower()
+    assert "cancelar_vas_avulso" not in text
+
+
+def test_existing_retail_confirmation_behavior_is_preserved():
+    runtime = object.__new__(AgentRuntimeMixin)
+    state = {
+        "transaction_status": "AWAITING_CONFIRMATION",
+        "pending_tool_call": {
+            "tool_name": "solicitar_devolucao",
+            "arguments": {"order_id": "123"},
+        },
+    }
+
+    assert runtime.transaction_confirmation_message(state) == (
+        "Você confirma a solicitação de devolução para o pedido 123? "
+        "Responda 'sim' para executar ou 'não' para cancelar."
+    )