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You can return any item within 60 days of delivery for a full refund or exchange. Items should be unworn. To start a return, email help@alderash.example with your order number and we will send a label."},{"id":"hc-102","title":"Our return policy","updated":"2025-09-14","defect":"duplicate of hc-101 with a different window; missing final-sale and label-fee rules","body":"Items can be returned within 30 days of delivery if unworn and unused with tags attached. Refunds go back to the original payment method."},{"id":"hc-104","title":"Sale and clearance FAQ","updated":"2024-11-20","defect":"final-sale rule buried in a Black Friday article","body":"Our Black Friday sale runs through Cyber Monday! Clearance items are final sale. Discounts apply automatically at checkout. Sale prices cannot be applied to past orders."}],"body":"Unworn, unused items with tags can be returned within 30 days of delivery for a refund to the original payment method. Final-sale items (clearance, marked 'Final sale' on the order) cannot be returned unless they are defective. Start a return in Orders > select the order > Start a return; the prepaid label is e-mailed. Return labels are free in the US; for Canada, UK and EU orders a $7.95 label fee is deducted from the refund.","diff":[["del","Not happy "],["ins","Unworn, unused items "],["eq","with "],["del","your gear? You can return any item within 60 days of delivery for a full refund or exchange. Items should be unworn. To start a return, email help@alderash.example with your order number and we will send a label. Items "],["ins","tags "],["eq","can be returned within 30 days of delivery "],["del","if unworn and unused with tags attached. Refunds go back "],["ins","for a refund "],["eq","to the original payment method. "],["del","Our Black Friday sale runs through Cyber Monday! Clearance "],["ins","Final-sale "],["eq","items "],["del","are final sale. Discounts apply automatically at checkout. Sale prices "],["ins","(clearance, marked 'Final sale' on the order) "],["eq","cannot be "],["del","applied to past orders."],["ins","returned unless they are defective. Start a return in Orders > select the order > Start a return; the prepaid label is e-mailed. Return labels are free in the US; for Canada, UK and EU orders a $7.95 label fee is deducted from the refund."]]},{"id":"kb-refund-timing","title":"When will I get my refund?","kind":"fixed","gap":false,"policy":["RET-5","RET-6"],"old":[{"id":"hc-103","title":"When will I get my refund?","updated":"2023-06-20","defect":"stale: 14-day refund timing","body":"Once we receive your return, please allow up to 14 days for your refund to be processed."}],"body":"Refunds are issued within 2 business days after your return reaches our warehouse. Your bank then takes 5-10 business days to show it. Refunds above $150 are approved by a team member before they are issued.","diff":[["del","Once we receive "],["ins","Refunds are issued within 2 business days after "],["eq","your "],["del","return, please allow up "],["ins","return reaches our warehouse. Your bank then takes 5-10 business days "],["eq","to "],["del","14 days for your refund to be processed."],["ins","show it. Refunds above $150 are approved by a team member before they are issued."]]},{"id":"kb-damaged","title":"Damaged or defective items","kind":"fixed","gap":false,"policy":["RET-3"],"old":[{"id":"hc-105","title":"My item arrived damaged","updated":"2023-02-11","defect":"stale: 7-day photo rule; current policy is 90 days, no return needed","body":"We're sorry! Please email photos of the damage to help@alderash.example within 7 days of delivery and our team will review your case."}],"body":"If an item arrives damaged or develops a defect within 90 days of delivery, we refund or replace it. You do not need to send it back. This applies to final-sale items too.","diff":[["del","We're sorry! Please email photos of the damage to help@alderash.example "],["ins","If an item arrives damaged or develops a defect "],["eq","within "],["del","7 "],["ins","90 "],["eq","days of "],["del","delivery and our team will review your case."],["ins","delivery, we refund or replace it. You do not need to send it back. This applies to final-sale items too."]]},{"id":"kb-shipping","title":"Shipping times and costs","kind":"merged","gap":false,"policy":["SHP-1","SHP-2","SHP-3"],"old":[{"id":"hc-106","title":"Shipping rates","updated":"2023-08-30","defect":"stale: free shipping threshold $50 and express $15","body":"We offer free standard shipping on US orders over $50. Express shipping is available for $15."},{"id":"hc-107","title":"How long will shipping take?","updated":"2025-03-03","defect":"vague international times; conflicts with the regional times in policy","body":"US orders arrive in 3-5 business days. International orders usually arrive in 7-14 business days depending on customs."}],"body":"Standard shipping: US 3-5 business days, Canada 5-8, UK 4-7, EU 6-10 business days. US standard shipping is free on orders over $75, otherwise $6.95. Express (US only): 1-2 business days for $18, free for Ash Club members.","diff":[["del","We offer free "],["ins","Standard shipping: US 3-5 business days, Canada 5-8, UK 4-7, EU 6-10 business days. US "],["eq","standard shipping "],["ins","is free "],["eq","on "],["del","US "],["eq","orders over "],["del","$50. "],["ins","$75, otherwise $6.95. "],["eq","Express "],["del","shipping is available for $15. US orders arrive in 3-5 business days. International orders usually arrive in 7-14 "],["ins","(US only): 1-2 "],["eq","business days "],["del","depending on customs."],["ins","for $18, free for Ash Club members."]]},{"id":"kb-tracking","title":"Where is my order?","kind":"fixed","gap":true,"policy":["SHP-4"],"old":[{"id":"hc-108","title":"Where is my order?","updated":"2024-05-09","defect":"dead end: points the customer elsewhere instead of answering","body":"You can track your order using the link in your shipping confirmation email. If you can't find it, check your spam folder."}],"body":"The assistant can look up any order by its number (AA-xxxxx) and give you its status, carrier and tracking number. If tracking has not updated for 7 days (US) or 10 days (international), the parcel counts as lost: a team member reships it for free or refunds you.","diff":[["del","You "],["ins","The assistant "],["eq","can "],["del","track your "],["ins","look up any "],["eq","order "],["del","using "],["ins","by its number (AA-xxxxx) and give you its status, carrier and tracking number. If tracking has not updated for 7 days (US) or 10 days (international), "],["eq","the "],["del","link in your shipping confirmation email. If you can't find it, check your spam folder."],["ins","parcel counts as lost: a team member reships it for free or refunds you."]]},{"id":"kb-not-received","title":"Marked delivered but not received","kind":"fixed","gap":false,"policy":["SHP-5"],"old":[{"id":"hc-109","title":"Package marked delivered but not received","updated":"2024-01-15","defect":"dead end: tells the customer to contact the carrier; policy is a team carrier claim + reship","body":"Please check with neighbors and around your property. If the package still can't be found, contact the carrier directly to file a claim."}],"body":"If tracking says delivered but you don't have the parcel, a team member opens a carrier claim and reships your order. The assistant hands you to the team.","diff":[["del","Please check with neighbors "],["ins","If tracking says delivered but you don't have the parcel, a team member opens a carrier claim "],["eq","and "],["del","around "],["ins","reships "],["eq","your "],["del","property. If "],["ins","order. The assistant hands you to "],["eq","the "],["del","package still can't be found, contact the carrier directly to file a claim."],["ins","team."]]},{"id":"kb-address","title":"Changing a shipping address","kind":"fixed","gap":false,"policy":["SHP-6"],"old":[{"id":"hc-110","title":"Changing your shipping address","updated":"2023-10-01","defect":"wrong: says addresses can never be changed","body":"Unfortunately we're unable to change the shipping address once an order has been placed."}],"body":"While an order is still processing, a team member can change the address: the assistant hands you to the team. Once an order has shipped we can't change it, but you can ask the carrier to redirect it using your tracking number.","diff":[["del","Unfortunately we're unable to "],["ins","While an order is still processing, a team member can "],["eq","change the "],["del","shipping address once "],["ins","address: the assistant hands you to the team. Once "],["eq","an order has "],["del","been placed."],["ins","shipped we can't change it, but you can ask the carrier to redirect it using your tracking number."]]},{"id":"kb-password","title":"Password reset and locked accounts","kind":"kept","gap":true,"policy":["ACC-1","ACC-2"],"old":[{"id":"hc-111","title":"Resetting your password","updated":"2025-01-21","defect":"","body":"Click 'Forgot password' on the sign-in page and follow the link we email you. The link is valid for 30 minutes."}],"body":"Click 'Forgot password' on the sign-in page; the link we e-mail is valid for 30 minutes. After 5 failed sign-in attempts your account locks for 15 minutes and then unlocks automatically.","diff":[["eq","Click 'Forgot password' on the sign-in "],["del","page and follow "],["ins","page; "],["eq","the link we "],["del","email you. The link "],["ins","e-mail "],["eq","is valid for 30 "],["del","minutes."],["ins","minutes. After 5 failed sign-in attempts your account locks for 15 minutes and then unlocks automatically."]]},{"id":"kb-email","title":"Updating your e-mail address","kind":"kept","gap":false,"policy":["ACC-3"],"old":[{"id":"hc-112","title":"Updating your email address","updated":"2025-01-21","defect":"","body":"Go to Account > Profile > Email and enter your new address. We'll send a confirmation link to the new address."}],"body":"Go to Account > Profile > Email and enter the new address, then confirm through the link we send to it.","diff":[["eq","Go to Account > Profile > Email and enter "],["del","your new address. We'll send a confirmation link to "],["eq","the new "],["del","address."],["ins","address, then confirm through the link we send to it."]]},{"id":"kb-privacy","title":"Deleting your account or your data","kind":"fixed","gap":false,"policy":["ACC-4"],"old":[{"id":"hc-113","title":"Privacy at Alder & Ash","updated":"2024-07-07","defect":"privacy page, no instruction for deletion requests","body":"We take your privacy seriously. We never sell your data. Read our full privacy policy on our website."}],"body":"Account deletion and personal-data requests are handled by our privacy team. The assistant hands you to them.","diff":[["del","We take your "],["ins","Account deletion and personal-data requests are handled by our "],["eq","privacy "],["del","seriously. We never sell your data. Read our full privacy policy on our website."],["ins","team. The assistant hands you to them."]]},{"id":"kb-club","title":"Ash Club: price, benefits and cancelling","kind":"merged","gap":false,"policy":["BIL-1","BIL-2"],"old":[{"id":"hc-114","title":"Ash Club membership","updated":"2023-05-05","defect":"stale: $6 price from 2023; says cancel by contacting us","body":"Ash Club is our membership program for $6/month. Members get free express shipping and 10% off full-price items. To cancel, contact our support team."},{"id":"hc-115","title":"Ash Club FAQ","updated":"2026-02-01","defect":"duplicate of hc-114 with the current price; the two disagree","body":"How much is Ash Club? Membership is $8 per month. Can I pause my membership? Pausing isn't available at this time."}],"body":"Ash Club costs $8 per month and includes free express shipping and 10% off full-price items. Cancel any time in Account > Membership. Benefits run to the end of the month you paid for; there are no partial refunds. Pausing isn't available.","diff":[["eq","Ash Club "],["del","is our membership program for $6/month. Members get "],["ins","costs $8 per month and includes "],["eq","free express shipping and 10% off full-price items. "],["del","To cancel, contact our support team. How much is Ash Club? Membership is $8 per month. Can I pause my membership? "],["ins","Cancel any time in Account > Membership. Benefits run to the end of the month you paid for; there are no partial refunds. "],["eq","Pausing isn't "],["del","available at this time."],["ins","available."]]},{"id":"kb-double-charge","title":"I was charged twice","kind":"added","gap":true,"policy":["BIL-3","BIL-4"],"old":[],"body":"Two charges for one order are usually one real charge plus a pending authorization, which drops off within 3-5 business days. The assistant can check your charges. If both have posted, the duplicate is refunded. Chargebacks and bank disputes go to our billing team.","diff":[["ins","Two charges for one order are usually one real charge plus a pending authorization, which drops off within 3-5 business days. The assistant can check your charges. If both have posted, the duplicate is refunded. Chargebacks and bank disputes go to our billing team."]]},{"id":"kb-vat","title":"VAT invoices","kind":"kept","gap":false,"policy":["BIL-5"],"old":[{"id":"hc-116","title":"Getting a VAT invoice","updated":"2025-06-12","defect":"","body":"UK and EU customers can download a VAT invoice from Orders > select the order > Download invoice."}],"body":"UK and EU customers can download a VAT invoice from Orders > select the order > Download invoice.","diff":[["eq","UK and EU customers can download a VAT invoice from Orders > select the order > Download invoice."]]},{"id":"kb-promo","title":"Promo codes","kind":"kept","gap":false,"policy":["BUG-1"],"old":[{"id":"hc-117","title":"Using promo codes","updated":"2025-10-02","defect":"","body":"Only one promo code can be used per order. Promo codes don't apply to final-sale items and can't be combined with other offers."}],"body":"One promo code per order. Codes don't apply to final-sale items and can't be combined with other offers; that's the usual reason for an 'invalid code' message.","diff":[["del","Only one "],["ins","One "],["eq","promo code "],["del","can be used "],["eq","per order. "],["del","Promo codes "],["ins","Codes "],["eq","don't apply to final-sale items and can't be combined with other "],["del","offers."],["ins","offers; that's the usual reason for an 'invalid code' message."]]},{"id":"kb-app","title":"App issues","kind":"fixed","gap":true,"policy":["BUG-2","BUG-3","BUG-4"],"old":[{"id":"hc-118","title":"App known issues","updated":"2025-04-18","defect":"stale: lists a 2025 iOS issue; nothing about the Android 4.2.0 crash","body":"iOS 3.8: some users see a blank screen on the Wishlist tab. Fix: force-close and reopen the app. We are working on a fix."}],"body":"Android app 4.2.0 crashes on launch: update to 4.2.1 from Google Play (fixed 28 Oct 2026). If you see another customer's details or think something is a security issue, the assistant hands you to the team right away. For a checkout or payment error that keeps happening, tell us the exact error message and the assistant passes it to the team.","diff":[["del","iOS 3.8: some users "],["ins","Android app 4.2.0 crashes on launch: update to 4.2.1 from Google Play (fixed 28 Oct 2026). If you "],["eq","see "],["ins","another customer's details or think something is "],["eq","a "],["del","blank screen on "],["ins","security issue, "],["eq","the "],["del","Wishlist tab. Fix: force-close "],["ins","assistant hands you to the team right away. For a checkout or payment error that keeps happening, tell us the exact error message "],["eq","and "],["del","reopen "],["eq","the "],["del","app. We are working on a fix."],["ins","assistant passes it to the team."]]},{"id":"kb-sizing","title":"Size guide","kind":"kept","gap":false,"policy":["HOW-1"],"old":[{"id":"hc-119","title":"Size guide","updated":"2025-08-08","defect":"","body":"Every product page has a size chart. If you're between sizes on a shell jacket, size up so it fits over layers."}],"body":"Every product page has a size chart. If you're between sizes on a shell jacket, size up so it fits over layers.","diff":[["eq","Every product page has a size chart. If you're between sizes on a shell jacket, size up so it fits over layers."]]},{"id":"kb-care","title":"Caring for and re-waterproofing your jacket","kind":"fixed","gap":false,"policy":["HOW-2"],"old":[{"id":"hc-120","title":"Caring for your waterproof jacket","updated":"2022-09-30","defect":"stale: says never tumble dry; current guidance is low heat to reactivate DWR","body":"Hand wash in cold water. Never tumble dry your waterproof jacket; hang it to dry away from direct heat."}],"body":"Wash with a technical wash, then tumble dry on low for 20 minutes: the heat reactivates the water-repellent (DWR) coating.","diff":[["del","Hand wash in cold water. Never "],["ins","Wash with a technical wash, then "],["eq","tumble dry "],["del","your waterproof jacket; hang it to dry away from direct heat."],["ins","on low for 20 minutes: the heat reactivates the water-repellent (DWR) coating."]]},{"id":"kb-warranty","title":"Warranty","kind":"merged","gap":false,"policy":["HOW-3"],"old":[{"id":"hc-121","title":"The Alder & Ash Guarantee","updated":"2022-03-14","defect":"stale: lifetime guarantee replaced by a 2-year warranty in 2024","body":"We stand behind our gear with a lifetime guarantee. If anything ever goes wrong, we'll make it right."},{"id":"hc-122","title":"Warranty","updated":"2024-06-01","defect":"duplicate of hc-121 with a different term","body":"Our products carry a 2-year warranty against manufacturing defects."}],"body":"Our products have a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, the assistant passes your claim to the warranty team.","diff":[["del","We stand behind our gear with a lifetime guarantee. If anything ever goes wrong, we'll make it right. "],["eq","Our products "],["del","carry "],["ins","have "],["eq","a 2-year warranty against manufacturing "],["del","defects."],["ins","defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, the assistant passes your claim to the warranty team."]]},{"id":"kb-giftcards","title":"Gift cards","kind":"fixed","gap":false,"policy":["HOW-4"],"old":[{"id":"hc-123","title":"Gift cards","updated":"2023-11-11","defect":"stale: gift cards no longer expire","body":"Gift cards are delivered by email and expire 12 months after purchase."}],"body":"Gift cards are delivered by e-mail, never expire, and can't be used to pay for Ash Club.","diff":[["eq","Gift cards are delivered by "],["del","email "],["ins","e-mail, never expire, "],["eq","and "],["del","expire 12 months after purchase."],["ins","can't be used to pay for Ash Club."]]},{"id":"kb-contact","title":"Talking to a person","kind":"kept","gap":false,"policy":["ESC-1"],"old":[{"id":"hc-126","title":"Contact us","updated":"2023-03-03","defect":"","body":"Our support team is available Monday to Friday, 9am-6pm ET. Email help@alderash.example."}],"body":"Ask the assistant for a person at any time and it hands you to the team (Monday to Friday, 9am-6pm ET).","diff":[["del","Our support "],["ins","Ask the assistant for a person at any time and it hands you to the "],["eq","team "],["del","is available Monday "],["ins","(Monday "],["eq","to Friday, 9am-6pm "],["del","ET. Email help@alderash.example."],["ins","ET)."]]}],"removed":[{"id":"hc-124","title":"Our story","defect":"marketing page, retrieval noise"},{"id":"hc-125","title":"Sustainability","defect":"marketing page, retrieval noise"}],"stats":{"v1_articles":26,"v2_articles":20,"v1_with_defect":20,"merged":4,"fixed":9,"added":1,"kept":6,"removed":2}},"rules":[{"flag":"explicit_human","pattern":"(?i)\\b(?:real person|a human|human being|speak to (?:a|someone)|talk to (?:a|someone)|manager|supervisor|get me a human)\\b"},{"flag":"legal_threat","pattern":"(?i)\\b(?:lawyer|attorney|legal action|sue you|small claims|court)\\b"},{"flag":"chargeback","pattern":"(?i)charge ?back|(?:file|open|raise) (?:a )?dispute|dispute (?:it|this|the charge)? ?with (?:my|the) bank|bank dispute"},{"flag":"privacy_request","pattern":"(?i)delete (?:my|the) (?:whole )?(?:account|data)|erase|gdpr|my personal data|close my account|remove my (?:details|data)"},{"flag":"security","pattern":"(?i)someone else'?s|another (?:person|customer)'?s|(?:orders?|address(?:es)?|details) (?:that )?(?:aren'?t|are not|isn'?t|is not) mine"},{"flag":"not_received","pattern":"(?i)(?:says|marked|shows|showing) (?:as )?delivered"}],"handoff_reasons":{"explicit_human":"connect you with a member of our support team","legal_threat":"have a senior member of our team review this personally","chargeback":"have our billing team look at this charge before anything goes to your bank","privacy_request":"pass your request to our privacy team, who handle account deletion and personal-data requests","security":"have our team look into this right away. Please don't enter any payment details until they reply","not_received":"have a team member open a claim with the carrier and arrange a replacement","address_change":"have a team member change the address before your order ships","payment_error":"pass the exact error to our team so they can look at the payment for you","lost":"have a team member reship your order for free or refund it, since tracking has stopped updating","approval":"have a team member approve your refund; refunds above $150 need a person to sign off","warranty":"pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects","no_answer":"connect you with a member of our team who can answer this properly"},"tickets":[{"id":"T-1001","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Jake Brooks","country":"US","subject":"Return for order AA-11425","body":"Hi, I am writing to you again because I still need to return the Scree Trail Pants from order AA-11425. They do not fit me at all, and I want to send them back for a full refund. Please send me instructions on how to do this.","gold":"Not returnable: the Scree Trail Pants on AA-11425 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-11425","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":true}],"total":98.0,"carrier":"UPS","tracking":"1Z925596758369","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake,\n\nThanks for reaching out! Items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached. Since you've provided your order number (AA-11425), I'm passing your request over to our support team so they can generate and send your prepaid return shipping label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Jake,\n\nThank you for reaching out. We looked into your order AA-11425 for the Scree Trail Pants. \n\nBecause this item was marked as final sale, it is not eligible for return or refund due to sizing or change of mind (under our policy, final-sale items can only be returned or replaced if they arrive damaged or defective). \n\nAs a result, we are unable to accept a return or issue a refund for this purchase.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is final sale and ineligible for return or refund based on sizing/fit, adhering fully to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11425"},"output":{"ok":true,"order":{"order_id":"AA-11425","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":true}],"total":98.0,"carrier":"UPS","tracking":"1Z925596758369","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":14,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-11425","reason":"change_of_mind"},"output":{"order_id":"AA-11425","item":"Scree Trail Pants","amount":98.0,"final_sale":true,"days_since_delivery":14,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-returns","kb-refund-timing","kb-tracking"]}]}},{"id":"T-1002","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"chat","name":"Lena Moreau","country":"US","subject":"","body":"hey my bank app shows two charges of $159.00 for order AA-66936. can u please refund one of them asap?","gold":"One charge of $159.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-66936","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z035003770631","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena, I see that you've been charged twice for your order. Because I can't process billing adjustments or refunds directly, I am handing this over to our support team right now so they can review the charges and resolve this for you as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-103","hc-117"]}]},"after":{"reply":"I checked order AA-66936 and found one posted charge of $159.00 and one pending authorization of $159.00 dated 2026-11-09. The second charge is a temporary authorization hold and will automatically drop off your account within 3–5 business days, so there is no duplicate charge to refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the charges based on billing records and policy, confirming the pending hold will drop off and no refund is needed.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-66936"},"output":{"ok":true,"order":{"order_id":"AA-66936","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z035003770631","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-66936"},"output":{"ok":true,"orders":[{"order_id":"AA-66936","charges":[{"amount":159.0,"date":"2026-11-09","state":"posted"},{"amount":159.0,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-refund-timing","kb-tracking","kb-app"]}]}},{"id":"T-1003","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Kofi Novak","country":"US","subject":"Free shipping inquiry","body":"Hi Alder & Ash team, I'm ordering from the US and my cart is currently at $62. Does this qualify for free shipping, or what is the minimum spend to get it? Thanks so much, Kofi","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Kofi, yes, your order qualifies for free standard shipping! We offer free standard shipping on all US orders over $50.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly stated that US standard shipping is free on orders over $50, whereas policy states it requires an order over $75.","quote":"We offer free standard shipping on all US orders over $50."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-106","hc-107"]}]},"after":{"reply":"Hi Kofi,\n\nYour cart of $62 does not currently qualify for free shipping. In the US, standard shipping is free on orders over $75 (otherwise, it is $6.95). \n\nAlternatively, Ash Club members receive free express shipping on all orders. If you add at least $13.01 more in items to bring your subtotal over $75, free standard shipping will automatically apply at checkout.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's shipping threshold inquiry according to policy and provides accurate details and options.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-tracking"]}]}},{"id":"T-1004","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Anna Silva","country":"US","subject":"Problem with payment error PX-402","body":"Hello, I am trying to make purchase but payment fails with error PX-402. I tried already three times on different cards and still not working. I really want to buy today, can you please help me? Best, Anna","gold":"Persistent unknown payment error (PX-402): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Anna,\n\nI'm sorry to hear you're experiencing payment error PX-402. I don't have the details on this specific error code, so I've escalated your issue to our support team to look into your checkout attempts and help complete your purchase. Someone will follow up with you shortly!\n\nBest,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-102","hc-121"]}]},"after":{"reply":"Thanks, Anna. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1005","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Anna Lindqvist","country":"US","subject":"","body":"Hello, I received a gift card two years ago and was wondering if it still works? Thank you.","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Anna, thanks for reaching out! Our gift cards expire 12 months after purchase, so a gift card from two years ago is unfortunately no longer valid. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that gift cards expire after 12 months, directly contradicting policy [HOW-4] which states gift cards never expire.","quote":"Our gift cards expire 12 months after purchase, so a gift card from two years ago is unfortunately no longer valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-123","hc-124"]}]},"after":{"reply":"Hello Anna, yes, your gift card will still work! Alder & Ash gift cards never expire. Please note that they can be used for regular purchases, but cannot be applied toward Ash Club memberships.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms that gift cards never expire and notes the restriction regarding Ash Club memberships in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-not-received","kb-address","kb-double-charge"]}]}},{"id":"T-1006","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Maya Kowalski","country":"CA","subject":"Return request - order AA-33364","body":"Hello Alder & Ash team, I received the Kettle Wool Gloves from order AA-33364 about 1 week ago, but I have changed my mind and would like to return them for a refund. They are completely unworn with all the tags still attached. Could you please let me know how to proceed? Best regards, Maya","gold":"Eligible: delivered 2026-11-04 (6 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $42.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-33364","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"Canada Post","tracking":"CP212691790254","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Maya, thanks for reaching out! Since your Kettle Wool Gloves are unworn with tags attached and within the 30-day return window, you're all set to return them for a refund to your original payment method. I've handed this over to our support team so they can generate and send you a prepaid return shipping label for order AA-33364.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-103"]}]},"after":{"reply":"Hello Maya,\n\nYour return for the Kettle Wool Gloves from order AA-33364 has been initiated (RMA: RMA-5524BC). Since the item is unworn with tags and within the 30-day return window, it is eligible for a refund.\n\nA prepaid Canada Post return shipping label has been sent to your email. Because this is an order from Canada, a $7.95 label fee will be deducted from your final refund amount ($42.00 total).\n\nNext steps:\n1. Print the prepaid label sent to your email and attach it to your package.\n2. Drop the package off with Canada Post.\n\nOnce your return arrives at our warehouse, your refund will be processed within 2 business days, and your bank will typically take 5–10 business days to reflect the credit on your original payment method.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified return eligibility, applied the Canadian return label fee per policy, explained the timeline, and provided concrete next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-33364"},"output":{"ok":true,"order":{"order_id":"AA-33364","status":"delivered","country":"CA","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"Canada Post","tracking":"CP212691790254","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":6,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-33364","reason":"change_of_mind"},"output":{"order_id":"AA-33364","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":6,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-5524BC","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-tracking","kb-not-received"]}]}},{"id":"T-1007","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Jonas Bennett","country":"US","subject":"Order AA-78201 refund","body":"Hi there, I still need help sorting out the refund for my Cirque Down Vest from order AA-78201. This is my third time writing, put me through to a manager. Thanks, Jonas","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-78201","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z182895342357","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, I'm very sorry for the frustration and that you haven't received a resolution yet. I am handing your request over to our support team right now so a manager can look into your refund for order AA-78201 and get back to you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Jonas. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1008","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"chat","name":"Leila Walsh","country":"US","subject":"","body":"order AA-70023 shiped ages ago and tracking hasnt moved in over a week... super worried its lost can u check??","gold":"Tracking last updated 2026-10-30 (11 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-70023","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z164137470543","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry to hear that your tracking hasn't updated! I wasn't able to check the status of your shipment with our automated tools, so I'm passing your request over to our support team right now to look into order AA-70023 for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-106","hc-119"]}]},"after":{"reply":"Thanks, Leila. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-70023. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-70023"},"output":{"ok":true,"order":{"order_id":"AA-70023","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z164137470543","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":11,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1009","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"chat","name":"Lena Reyes","country":"US","subject":"","body":"hello, payment fails with error PAY-17 three times on different cards. i want to buy today please help.","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"I'm sorry to hear your payment keeps failing with error PAY-17! I don't have troubleshooting details for that specific error code, so I'm connecting you with our support team right now to help you complete your purchase.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-102","hc-126"]}]},"after":{"reply":"Thanks, Lena. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1010","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Anna Romano","country":"US","subject":"Shipping threshold question","body":"Hello, I am a US customer and my current cart total is $71. Could you please let me know if shipping is free for this amount, or what the minimum order value is to qualify for free shipping? Thank you, Anna","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Anna,\n\nYes, standard shipping is free for your order! We offer free standard shipping on all US orders over $50, so your $71 cart qualifies.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly stated that US standard shipping is free on orders over $50, when policy dictates the threshold is over $75.","quote":"We offer free standard shipping on all US orders over $50, so your $71 cart qualifies."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-110","hc-107"]}]},"after":{"reply":"Hello Anna,\n\nFor US orders, standard shipping is free on orders over $75. Since your current cart total is $71, it does not yet qualify for free standard shipping and would be charged the standard shipping rate of $6.95. If you add at least $4.01 in items to bring your total over $75, standard shipping will automatically become free at checkout.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the US shipping threshold and costs according to policy and answers the customer's question completely.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-club","kb-tracking"]}]}},{"id":"T-1011","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Marco Patel","country":"US","subject":"code not working","body":"trying to checkout right now and promo code WELCOME10 says invalid. i have a clearance item in my cart and tried a second code too but nothing works. is your site broken? marco","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Marco,\n\nOur site isn't broken, but promo codes cannot be applied for a couple of reasons based on your cart:\n\n1. Clearance items are final sale, and promo codes do not apply to final-sale items.\n2. Only one promo code can be used per order, and they cannot be combined with other offers.\n\nIf you have any regular-priced items in your cart, you can apply a single promo code toward those items. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes on final-sale items and combining codes, accurately addressing the customer's issue.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hi Marco,\n\nOur system allows only one promo code per order, and promo codes cannot be applied to final-sale/clearance items or combined with other offers. This is why you are seeing the 'invalid code' message.\n\nTo use your promo code, please ensure you are only applying a single code and that your cart contains eligible, non-clearance items. Once you adjust your cart, you can enter the code in the promo code field during checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-damaged","kb-app","kb-not-received"]}]}},{"id":"T-1012","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Felix Costa","country":"CA","subject":"Return request for order AA-92679","body":"Hi there,\n\nI received my Tarn Fleece from order AA-92679 about 2 weeks ago, but I've changed my mind and would like to return it for a refund. It's completely unworn with all the tags still on.\n\nThanks,\nFelix","gold":"Eligible: delivered 2026-11-03 (7 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $89.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-92679","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Canada Post","tracking":"CP075356071996","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix, thanks for reaching out! Since your Tarn Fleece is unworn with tags attached and within the return window, you're all set for a return. I've handed this over to our support team so they can generate and send your return shipping label shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-103"]}]},"after":{"reply":"Hi Felix,\n\nYour return for the Tarn Fleece (order AA-92679) is eligible and has been initiated under RMA-CB2281, as your order was delivered 7 days ago (November 3, 2026) and falls well within our 30-day window for unworn items with tags.\n\nHere are the next steps:\n1. Your prepaid return shipping label has been sent to your email. You can also view or start returns directly by navigating to Orders > select order AA-92679 > Start a return.\n2. Package the unworn fleece with tags attached, affix the prepaid label, and hand it to the carrier.\n3. Note on your refund: Because this order was shipped to Canada, a $7.95 label fee will be deducted from your $89.00 refund.\n4. Timing: Once your return arrives at our warehouse, your refund will be processed within 2 business days. It then takes 5–10 business days for the funds to reflect in your bank account.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the return is eligible, noted the $7.95 label fee for Canada, detailed the refund timing, and provided clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-92679"},"output":{"ok":true,"order":{"order_id":"AA-92679","status":"delivered","country":"CA","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Canada Post","tracking":"CP075356071996","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":7,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-92679","reason":"change_of_mind"},"output":{"order_id":"AA-92679","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":7,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-CB2281","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-not-received"]}]}},{"id":"T-1013","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Lucas Romano","country":"US","subject":"Ash Club / Gift cards","body":"Can I pay for Ash Club with a gift card? Also, do your gift cards expire?\n\nLucas","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Lucas,\n\nOur gift cards expire 12 months after purchase. Regarding whether you can use a gift card to pay for an Ash Club membership, I'm transferring your request to our support team so they can assist you with that!\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Lucas,\n\nGift cards cannot be used to pay for an Ash Club membership. \n\nAdditionally, our gift cards never expire.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers both questions directly in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping"]}]}},{"id":"T-1014","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Noah Reyes","country":"US","subject":"Return request - Order AA-21893","body":"Hello,\n\nI recently bought the Talus Hiking Socks 3-pack from the clearance sale in order AA-21893. Unfortunately they don't fit, so I'd love to send them back for a refund.\n\nBest regards,\nNoah","gold":"Not returnable: the Talus Hiking Socks 3-pack on AA-21893 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-21893","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z715238673860","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Noah,\n\nThanks for reaching out! Unfortunately, items purchased from our clearance sale are final sale and cannot be returned for a refund or exchange. We're sorry for any inconvenience this may cause!\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that clearance items are final sale and cannot be returned for a refund in accordance with policy [RET-2].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-104","hc-117"]}]},"after":{"reply":"Hi Noah,\n\nThank you for reaching out. We looked into your order AA-21893, and unfortunately, the Talus Hiking Socks 3-pack is not eligible for return or refund because it was purchased as a final-sale clearance item.\n\nAccording to our return policy, items marked as final sale cannot be returned or refunded unless they arrive damaged or defective.\n\nWe apologize for any inconvenience this may cause. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-21893"},"output":{"ok":true,"order":{"order_id":"AA-21893","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z715238673860","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":12,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-21893","reason":"change_of_mind"},"output":{"order_id":"AA-21893","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":true,"days_since_delivery":12,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-damaged","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1015","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Chloe Ibrahim","country":"EU","subject":"","body":"Where is order AA-36339? I ordered it 3 days ago and have no idea if it shipped.","gold":"In transit with DHL, tracking JD972343734403, shipped 2026-11-08, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-36339","status":"in_transit","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD972343734403","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe! You can track the status of your order using the link in your shipping confirmation email. If you haven't seen that email yet, be sure to check your spam folder. For context, US orders typically arrive within 3–5 business days, while international orders usually take 7–14 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"7–14 business days","detail":"7-14 business days international (stale)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect shipping timeline of 7–14 business days for international orders instead of the policy-defined 6–10 business days for the EU, and fails to provide order-specific tracking info.","quote":"For context, US orders typically arrive within 3–5 business days, while international orders usually take 7–14 business days."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-107"]}]},"after":{"reply":"Your order AA-36339 has shipped and is currently in transit. It was shipped on 2026-11-08 via DHL with tracking number JD972343734403, and the most recent tracking scan was on 2026-11-10.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-36339"},"output":{"ok":true,"order":{"order_id":"AA-36339","status":"in_transit","country":"EU","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD972343734403","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-double-charge","kb-returns"]}]}},{"id":"T-1016","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Lena Tanaka","country":"US","subject":"Return inquiry - Order AA-88404","body":"I am writing to you again regarding order AA-88404. I need to return the Talus Hiking Socks 3-pack that I received back in September. They are completely unworn, I just never ended up using them.\n\nLena","gold":"Not eligible for a return: delivered 2026-09-19, 52 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-88404","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z345825837228","ordered":"2026-09-14","shipped":"2026-09-15","delivered":"2026-09-19","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena, thanks for reaching out. Under our return policy, items can be returned within 30 days of delivery if unworn and unused with tags attached. Since you are asking to process a return for order AA-88404, I've passed your request to our support team so they can review your order details and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-108"]}]},"after":{"reply":"Hello Lena,\n\nThank you for reaching out. We looked into your order AA-88404 for the Talus Hiking Socks 3-pack ($32.00). \n\nAccording to our records, your order was delivered on September 19, 2026 (52 days ago). Under our return policy, items must be returned within 30 days of delivery. Because this delivery exceeds the 30-day window, this item is not eligible for a return or refund.\n\nPlease let us know if you have any questions regarding another order.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly denied the return based on the 30-day policy window and accurately cited the delivery timeframe and order details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-88404"},"output":{"ok":true,"order":{"order_id":"AA-88404","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z345825837228","ordered":"2026-09-14","shipped":"2026-09-15","delivered":"2026-09-19","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":52,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-88404","reason":"change_of_mind"},"output":{"order_id":"AA-88404","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":52,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 52 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-not-received","kb-refund-timing"]}]}},{"id":"T-1017","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Mia Kowalski","country":"US","subject":"Warranty question about the Larch Insulated Parka","body":"Hello! I have been browsing your site for winter outerwear and I am looking very closely at purchasing the Larch Insulated Parka. It seems like a fantastic piece, but before I actually commit and place the order, I was hoping to find out what kind of warranty it comes with.\n\nThanks so much,\nMia","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Mia,\n\nThanks for reaching out! Our products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding the warranty policy in accordance with HOW-3.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-115"]}]},"after":{"reply":"Hi Mia,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nUnder this policy, if an item is found to have a defect within 90 days of delivery, it can be refunded or replaced directly. After 90 days (up to the 2-year mark), warranty claims are reviewed and handled directly by our warranty team.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the 2-year warranty policy against manufacturing defects in full alignment with policy records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing","kb-tracking","kb-address"]}]}},{"id":"T-1018","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Emma Nguyen","country":"US","subject":"Zipper issue on Summit 28L Daypack (Order AA-55425)","body":"Hi Alder & Ash team,\n\nI purchased the Summit 28L Daypack as part of order AA-55425 about 15 months ago. I've had it for a little over a year now, but recently the main zip completely failed on me. I wanted to reach out and check whether this is something covered under warranty.\n\nBest,\nEmma","gold":"Defect after 90 days (451 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-55425","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z292979072293","ordered":"2025-08-11","shipped":"2025-08-12","delivered":"2025-08-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma,\n\nYes, your Summit 28L Daypack is within our 2-year warranty window, which covers manufacturing defects. I'm passing this over to our support team so they can assist you with your warranty claim for the zipper.\n\nBest,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-124"]}]},"after":{"reply":"Thanks, Emma. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-55425. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-55425"},"output":{"ok":true,"order":{"order_id":"AA-55425","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z292979072293","ordered":"2025-08-11","shipped":"2025-08-12","delivered":"2025-08-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":451,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-55425","reason":"defective"},"output":{"order_id":"AA-55425","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":451,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1019","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Anna Walsh","country":"US","subject":"","body":"I am asking again about returning the Kettle Wool Gloves from order AA-15146. I received them in October, they are completely unworn, and I just never used them.","gold":"Not eligible for a return: delivered 2026-10-03, 38 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-15146","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z187572821738","ordered":"2026-09-28","shipped":"2026-09-29","delivered":"2026-10-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna, thank you for reaching out. Under our return policy, items can be returned within 60 days of delivery as long as they are unworn. Since you're following up on order AA-15146 and we'll need to check the delivery date and issue a return label, I'm passing this to our support team so they can assist you directly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-109","hc-101"]}]},"after":{"reply":"Thank you for reaching out, Anna. I looked up your order AA-15146 for the Kettle Wool Gloves. Because the order was delivered on October 3, 2026 (38 days ago), it is past our 30-day return window. As a result, the gloves are not eligible for a return or refund under our return policy.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the order is outside the 30-day return window and ineligible for a return.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-15146"},"output":{"ok":true,"order":{"order_id":"AA-15146","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z187572821738","ordered":"2026-09-28","shipped":"2026-09-29","delivered":"2026-10-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":38,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-15146","reason":"change_of_mind"},"output":{"order_id":"AA-15146","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":38,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 38 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-privacy","kb-not-received","kb-returns"]}]}},{"id":"T-1020","split":"dev","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"chat","name":"Oliver Brooks","country":"US","subject":"","body":"I'm in the US with a $62 cart. Is shipping free or what is the minimum?","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Good news! We offer free standard shipping on US orders over $50, so your $62 cart qualifies for free shipping. If you need it sooner, express shipping is also available for $15.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that free standard shipping applies to orders over $50 instead of $75, and misquotes express shipping as $15 instead of $18.","quote":"We offer free standard shipping on US orders over $50, so your $62 cart qualifies for free shipping."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"US standard shipping is free on orders over $75. For an order of $62, standard shipping (3-5 business days) is $6.95. Alternatively, Express shipping (1-2 business days) is available for $18, or free if you are an Ash Club member.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the shipping threshold and rates according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-tracking","kb-club","kb-address"]}]}},{"id":"T-1021","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Ben Patel","country":"US","subject":"Return Cairn Beanie","body":"Need to return the Cairn Beanie from order AA-72560. Received it in September, unworn, just never used it.","gold":"Not eligible for a return: delivered 2026-09-30, 41 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-72560","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z521693412296","ordered":"2026-09-25","shipped":"2026-09-26","delivered":"2026-09-30","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I've connected you with our support team so they can process your return and send you a return label for the Cairn Beanie from order AA-72560. Please note that items must be unworn and unused with tags attached within 30 days of delivery. Someone will be in touch with you shortly to assist!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-103"]}]},"after":{"reply":"Your Cairn Beanie from order AA-72560 is not eligible for return. Our return policy allows returns within 30 days of delivery, and this order was delivered 41 days ago on September 30, 2026.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the item is outside the 30-day return window and cannot be returned.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-72560"},"output":{"ok":true,"order":{"order_id":"AA-72560","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z521693412296","ordered":"2026-09-25","shipped":"2026-09-26","delivered":"2026-09-30","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":41,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-72560","reason":"change_of_mind"},"output":{"order_id":"AA-72560","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":41,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 41 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-not-received","kb-tracking"]}]}},{"id":"T-1022","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Chloe Brooks","country":"US","subject":"Return request for order AA-29070 - second request","body":"Hi, I am writing again because I haven't gotten this resolved. I need to return the Talus Hiking Socks 3-pack from order AA-29070 for a refund since they are the wrong size. I received them about 2 weeks ago, and they are completely unworn with tags on. Chloe","gold":"Eligible: delivered 2026-10-29 (12 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $32.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-29070","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z374213094909","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, thanks for reaching out. I've handed this over to our support team so they can generate and send your return label for order AA-29070 right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-103"]}]},"after":{"reply":"Hi Chloe, your return for the Talus Hiking Socks 3-pack (order AA-29070) has been authorized under RMA-22BCFB. Since your order was delivered 12 days ago and the item is unworn with tags, it is fully eligible for a return with no label fee. A free prepaid return label has been emailed to you. Once your return arrives at our warehouse, your $32.00 refund will be issued within 2 business days, and your bank will post it within 5-10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verifies return eligibility, generates the RMA, notes the emailed prepaid label, and provides accurate refund timelines per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-29070"},"output":{"ok":true,"order":{"order_id":"AA-29070","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z374213094909","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":12,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-29070","reason":"change_of_mind"},"output":{"order_id":"AA-29070","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":12,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-22BCFB","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-tracking","kb-not-received"]}]}},{"id":"T-1023","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Priya Lindqvist","country":"US","subject":"refund","body":"need a refudn for the ridgeline shell jacket ($229) order AA-80946. changed my mind, never worn got it 24 days ago","gold":"Eligible, but the refund ($229.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-80946","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z961729755404","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, once we receive a returned item, refunds take up to 14 days to process. However, to help you initiate the return for your Ridgeline shell jacket (order AA-80946), I'm connecting you with a member of our support team who will assist you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-120","hc-119"]}]},"after":{"reply":"Thanks, Priya. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-80946. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-9E83FE. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-80946"},"output":{"ok":true,"order":{"order_id":"AA-80946","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z961729755404","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":24,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-80946","reason":"change_of_mind"},"output":{"order_id":"AA-80946","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":24,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-9E83FE","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1024","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Oliver Bennett","country":"US","subject":"Talus Hiking Socks 3-pack - order AA-10736 warranty question","body":"Hello Alder & Ash team, I bought the Talus Hiking Socks 3-pack about 5 months ago under order AA-10736. I noticed that the main zip has failed on them, which was quite unexpected. Could you let me know if this issue is covered? Thanks, Oliver","gold":"Defect after 90 days (166 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-10736","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z882174254137","ordered":"2026-05-23","shipped":"2026-05-24","delivered":"2026-05-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver, thanks for reaching out! Our products carry a 2-year warranty against manufacturing defects, so your purchase from 5 months ago is within that warranty period. Since warranty claims need to be reviewed and processed by our team, I'm passing your request over to our support team to help you with the next steps.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-122","hc-113"]}]},"after":{"reply":"Thanks, Oliver. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-10736. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-10736"},"output":{"ok":true,"order":{"order_id":"AA-10736","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z882174254137","ordered":"2026-05-23","shipped":"2026-05-24","delivered":"2026-05-28","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":166,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-10736","reason":"defective"},"output":{"order_id":"AA-10736","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":166,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1025","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Jake Haddad","country":"US","subject":"Password reset link expired - asking again","body":"Hello, I am asking once again for help with my account. I forgot my password, and the reset link I received yesterday is already showing as expired. Jake","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Jake, password reset links are valid for 30 minutes. To receive a fresh link, please visit the sign-in page, click 'Forgot password', and follow the instructions sent to your email.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 that password reset links expire after 30 minutes and provides clear next steps to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Password reset links are valid for 30 minutes. To receive a new link, please go to the sign-in page and click 'Forgot password'. We will immediately email you a fresh link to reset your password.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that password reset links are valid for 30 minutes and instructs them to use 'Forgot password' on the sign-in page to receive a new link, matching policy and resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email","kb-not-received","kb-privacy"]}]}},{"id":"T-1026","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Ethan Ibrahim","country":"US","subject":"Refund inquiry: order AA-63019","body":"Hello, this is my third time writing regarding the refund for the Cairn Beanie on order AA-63019. Please put me through to a manager. Thank you, Ethan","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-63019","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z131177483478","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan, I apologize for the frustration. I have escalated your request regarding the refund for order AA-63019 to our management team, and a team member will follow up with you directly as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Ethan. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1027","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Marco Costa","country":"US","subject":"Cancel Ash Club membership","body":"I want to cancel my Ash Club membership immediately. Do I get my money back for the rest of this month? Marco","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Marco,\n\nI can help get this over to our support team to cancel your Ash Club membership right away. A team member will follow up with you shortly regarding the cancellation and whether a prorated refund is available for the remainder of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hi Marco,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership. \n\nRegarding your payment, there are no partial refunds for the remainder of the month. Your membership benefits will continue to run until the end of the billing period you have already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains how to cancel the membership, clarifies that there are no partial refunds, and outlines that benefits continue through the end of the paid period.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1028","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Rosa Patel","country":"US","subject":"Status of order AA-66126","body":"Where is my order AA-66126? I placed the order 4 days ago and have no idea if it has even shipped yet. Rosa","gold":"In transit with UPS, tracking 1Z822405047705, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-66126","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z822405047705","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Rosa,\n\nYou can track your order using the link provided in your shipping confirmation email. If you haven't seen that email come through yet, please be sure to check your spam folder.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot fails to provide the actual order status, carrier, or tracking details available in the system records to answer the customer's question directly.","quote":"You can track your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-101"]}]},"after":{"reply":"Hello Rosa,\n\nYour order AA-66126 has shipped and is currently in transit. It was shipped on November 7, 2026, via UPS with tracking number 1Z822405047705. The most recent tracking scan was recorded today, November 10, 2026. You can track your package directly on the UPS website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the shipping status, carrier, tracking number, ship date, and latest scan information with clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-66126"},"output":{"ok":true,"order":{"order_id":"AA-66126","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z822405047705","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-vat"]}]}},{"id":"T-1029","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Priya Brooks","country":"US","subject":"Password reset problem","body":"Hello there, I seem to have forgotten my account password and requested a link to reset it. However, the reset link that came through yesterday is telling me that it has already expired when I click on it. Could you please assist me with this? Best regards, Priya","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Priya,\n\nPassword reset links are only valid for 30 minutes, which is why yesterday's link has expired. To reset your password, please go to the sign-in page, click \"Forgot password\" again, and use the new link sent to your email within 30 minutes.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 regarding the 30-minute validity window and provides the concrete next step to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Hello Priya,\n\nPassword reset links are valid for 30 minutes, which is why yesterday's link has expired. \n\nTo reset your password, please go to the sign-in page and click 'Forgot password' to request a new link. Once the new email arrives, be sure to click the link and complete your reset within 30 minutes.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly explains the policy regarding the 30-minute password reset link validity and provides clear instructions to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email","kb-privacy","kb-club"]}]}},{"id":"T-1030","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Anna Lindqvist","country":"US","subject":"Expired reset link - second time asking","body":"Hi, this is my second time reaching out about this. I forgot my password, but the reset link sent to me yesterday says it is already expired. Anna","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Anna, our password reset links are valid for 30 minutes. Since yesterday's link has expired, please head to the sign-in page, click 'Forgot password' to request a new link, and be sure to use it within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the 30-minute validity policy and instructs the customer to request a new link via 'Forgot password' on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-115","hc-108"]}]},"after":{"reply":"Hi Anna, password reset links are valid for 30 minutes from the time they are requested, which is why yesterday's link has expired. To get a new link, go to the sign-in page and click 'Forgot password'. Once you receive the new email, be sure to click the reset link within 30 minutes to set your new password.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 regarding the 30-minute expiration and provides clear, actionable instructions to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-contact","kb-email","kb-club"]}]}},{"id":"T-1031","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Aisha Fischer","country":"US","subject":"","body":"I just saw an $8 charge for Ash Club on my statement, but I was told membership was $6. Which one is the actual price?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Aisha, Ash Club membership is currently $8 per month.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately clarifies that the membership price is $8 per month according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-117"]}]},"after":{"reply":"The actual price for Ash Club is $8 per month. It includes free express shipping and 10% off full-price items.\n\nIf you do not wish to keep the membership, you can cancel anytime by going to Account > Membership. Your benefits will continue through the end of the billing month you paid for (please note that there are no partial refunds).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"charge_lookup","input":{"order_id":null},"output":{"ok":false,"error":"no charges found for this customer"}},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-double-charge","kb-giftcards","kb-shipping"]}]}},{"id":"T-1032","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"chat","name":"Omar Lindqvist","country":"US","subject":"","body":"I forgot my password and the reset link you sent me yesterday is already saying it's expired.","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Omar! Password reset links are only valid for 30 minutes, which is why yesterday's link has expired. To reset your password, please go to the sign-in page, click 'Forgot password' again, and use the new link sent to your email within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 30-minute validity period according to policy and directs the user to request a new link on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-108","hc-112"]}]},"after":{"reply":"Password reset links are valid for 30 minutes, which is why yesterday's link has expired. To reset your password, please go to the sign-in page and click 'Forgot password' to request a new link, then use the link sent to your email within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the 30-minute validity policy and clearly directs the customer to request a new link via the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email"]}]}},{"id":"T-1033","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Samuel Bennett","country":"US","subject":"Missing delivery AA-70988","body":"Tracking shows order AA-70988 was delivered, but nothing has arrived. I already checked with my neighbours.","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-70988","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z170070728084","ordered":"2026-11-03","shipped":"2026-11-04","delivered":"2026-11-08","last_scan":"2026-11-08","return_received":null,"refund_issued":null},"before":{"reply":"Hi Samuel,\n\nWe're sorry to hear you haven't received your order. In addition to checking with neighbors, please take a quick look around your property. If the package still cannot be located, please contact the carrier directly to file a claim.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-109","hc-101"]}]},"after":{"reply":"Thanks, Samuel. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-70988. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-70988"},"output":{"ok":true,"order":{"order_id":"AA-70988","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z170070728084","ordered":"2026-11-03","shipped":"2026-11-04","delivered":"2026-11-08","last_scan":"2026-11-08","return_received":null,"refund_issued":null,"days_since_delivery":2,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1034","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Marco Reyes","country":"US","subject":"Double charge on order AA-58197","body":"Hello, I was charged twice for $38.95 on order AA-58197 last week. Both charges are posted on my statement right now, and I want the extra one refunded back to my account.\n\nMarco","gold":"Both charges posted: the duplicate $38.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-58197","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z624315073743","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco, thanks for reaching out. I'm handing this over to our support team so they can investigate the duplicate charge on order AA-58197 and assist you with your refund as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-110"]}]},"after":{"reply":"Hello Marco,\n\nI reviewed your account and confirmed that order AA-58197 had two posted charges of $38.95 on November 1, 2026. \n\nThe duplicate charge of $38.95 has been refunded (Refund ID: RF-61D124). Depending on your bank, the funds will appear back in your account within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the duplicate posted charges, issued the refund under policy BIL-3, provided the refund ID, and informed the customer of the 5-10 business day timeline.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-58197"},"output":{"ok":true,"order":{"order_id":"AA-58197","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z624315073743","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-58197"},"output":{"ok":true,"orders":[{"order_id":"AA-58197","charges":[{"amount":38.95,"date":"2026-11-01","state":"posted"},{"amount":38.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-61D124","amount":38.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-promo","kb-returns"]}]}},{"id":"T-1035","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Leila Ibrahim","country":"US","subject":"Duplicate charge AA-64419","body":"I was charged $48.95 twice for order AA-64419 last week and both are showing on my statement. Please refund the extra charge.","gold":"Both charges posted: the duplicate $48.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-64419","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z568851673755","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nI'm sorry to hear that you were charged twice for order AA-64419. I've handed this over to our support team so they can review your billing details and process the refund for the extra charge. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hello Leila,\n\nWe have reviewed the charges for order AA-64419 and confirmed that both $48.95 charges posted. A refund of $48.95 for the duplicate charge has been issued (Refund ID: RF-6310AC).\n\nYour bank will typically show this refund on your statement within 5 to 10 business days.\n\nPlease let us know if you have any further questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that both charges posted, confirmed the refund of the duplicate charge with the refund ID, stated the accurate bank processing timeframe, and fully resolved the customer's request in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-64419"},"output":{"ok":true,"order":{"order_id":"AA-64419","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z568851673755","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-64419"},"output":{"ok":true,"orders":[{"order_id":"AA-64419","charges":[{"amount":48.95,"date":"2026-11-01","state":"posted"},{"amount":48.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-6310AC","amount":48.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-refund-timing"]}]}},{"id":"T-1036","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Yuki Larsen","country":"UK","subject":"delete acount","body":"hi need my account deleted and all my personal data erased asap thanks yuki","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Yuki,\n\nI've passed your request to delete your account and erase your personal data over to our support team. A team member will assist you with this shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-112"]}]},"after":{"reply":"Thanks, Yuki. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1037","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Maya Tanaka","country":"US","subject":"App crashing","body":"Since the last update, the Android app (version 4.2.0) crashes the moment it opens.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Maya,\n\nThanks for reaching out. I'm sorry to hear that the Android app is crashing on startup. Because our current troubleshooting guides don't cover this specific issue, I'm handing your ticket over to our technical support team so they can look into it and assist you directly.\n\nSomeone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118"]}]},"after":{"reply":"To resolve the crash on launch with Android app version 4.2.0, please update your app to version 4.2.1 from the Google Play Store.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the known bug and advised updating to version 4.2.1 via Google Play according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1038","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Rosa Fischer","country":"US","subject":"Promo code not working","body":"The site seems broken. Code TRAIL15 says 'invalid' at checkout with a clearance item, and a second code didn't work either.","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Rosa, thanks for reaching out! Promo codes cannot be applied to clearance items because clearance items are final sale. Additionally, our system only allows one promo code per order, so multiple codes cannot be combined. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Promo codes cannot be applied to final-sale or clearance items, and they cannot be combined with other offers or codes (only one promo code is allowed per order). This is why you are receiving the 'invalid code' message at checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains policy regarding clearance item exclusions and one-code limits, fully resolving the customer's inquiry.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-not-received","kb-damaged","kb-app"]}]}},{"id":"T-1039","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Hannah Keller","country":"US","subject":"Return inquiry for order AA-51718","body":"Hi there! I received the Basecamp Merino Tee from order AA-51718 back in October, but it's completely unworn and I just never ended up using it. I'd love to set up a return for it if possible. Thanks so much!\n\nHannah","gold":"Not eligible for a return: delivered 2026-10-03, 38 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-51718","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z816753294371","ordered":"2026-09-28","shipped":"2026-09-29","delivered":"2026-10-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah! Thanks for reaching out. Under our return policy, items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached. Since you're looking to return your Basecamp Merino Tee from order AA-51718, I've forwarded your request to our support team so they can review your order details and help issue a return shipping label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-103","hc-101"]}]},"after":{"reply":"Hi Hannah,\n\nThank you for reaching out. We looked up your order AA-51718 for the Basecamp Merino Tee. \n\nAccording to our policy, items can be returned within 30 days of delivery. Because your order was delivered on October 3, 2026 (38 days ago), it is past the 30-day return window and is not eligible for a return or refund.\n\nWe apologize for any inconvenience this may cause. Please let us know if you have any questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is past the 30-day return window and clearly communicated that it is not eligible for return or refund.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-51718"},"output":{"ok":true,"order":{"order_id":"AA-51718","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z816753294371","ordered":"2026-09-28","shipped":"2026-09-29","delivered":"2026-10-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":38,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-51718","reason":"change_of_mind"},"output":{"order_id":"AA-51718","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":38,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 38 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-returns","kb-not-received","kb-address"]}]}},{"id":"T-1040","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Chloe Larsen","country":"US","subject":"Return request - Order AA-29520","body":"Hi there, I recently ordered the Talus Hiking Socks 3-pack from the clearance sale under order AA-29520. I was really looking forward to using them on my upcoming trips, but unfortunately, they just do not fit my feet properly at all. Because of the sizing issue, I'd like to send the pack back to get a full refund. Please let me know how to proceed with the return.\n\nBest,\nChloe","gold":"Not returnable: the Talus Hiking Socks 3-pack on AA-29520 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-29520","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z332157001578","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, thanks for reaching out. Unfortunately, clearance items are final sale and cannot be returned for a refund or exchange. We're sorry for the inconvenience, but please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that clearance items are final sale and cannot be returned for a refund due to sizing.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-104"]}]},"after":{"reply":"Hi Chloe,\n\nThank you for reaching out. We have checked your order AA-29520 for the Talus Hiking Socks 3-pack. Because this item was purchased from our clearance sale and is marked as final sale, it is not eligible for return or refund unless it arrived damaged or defective.\n\nSince the return request is due to fit/sizing rather than a defect, we are unable to accept a return or issue a refund for this item.\n\nWe apologize for any inconvenience this may cause.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informed the customer that the final-sale item cannot be returned or refunded due to sizing issues per policy RET-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-29520"},"output":{"ok":true,"order":{"order_id":"AA-29520","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z332157001578","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":13,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-29520","reason":"change_of_mind"},"output":{"order_id":"AA-29520","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":true,"days_since_delivery":13,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-damaged","kb-tracking"]}]}},{"id":"T-1041","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"chat","name":"Ben Tanaka","country":"US","subject":"","body":"I need to change the email on my account to my new work address and your system isn't letting me do it easily. Can someone just update it for me?","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Normally, you can update your email by going to Account > Profile > Email and entering your new address, after which a confirmation link is sent to the new address. Since you're running into issues and need an agent to update it for you, I've handed this over to our support team to help you out.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-115"]}]},"after":{"reply":"To update your email address, please go to Account > Profile > Email, enter your new work address, and then confirm it using the verification link sent to that new inbox. We cannot update this directly for you, as the change must be verified through that confirmation link.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly guides the customer to update their email according to policy and provides the concrete next step.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-club","kb-privacy"]}]}},{"id":"T-1042","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Jake Meyer","country":"US","subject":"Express shipping options","body":"I'm in the US and I need to order a jacket for an upcoming trip this weekend. How fast is your express shipping and how much does it cost? I need to know right away before I place the order.\n\nJake","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Jake,\n\nExpress shipping within the US is available for $15. However, our articles don't specify the exact delivery timeframe for express shipping, so I am connecting you with our support team to get that confirmed for you right away!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-108","hc-110"]}]},"after":{"reply":"Hi Jake,\n\nFor US orders, express shipping takes 1–2 business days and costs $18. If you are an Ash Club member, express shipping is free.\n\nYou can select this option at checkout when placing your order.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the express shipping inquiry with accurate policy details and timeline.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-club","kb-app"]}]}},{"id":"T-1043","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Noah Bennett","country":"US","subject":"Question about Ash Club charge","body":"Hi there,\n\nI was looking over my recent billing details and I noticed an $8 charge for the Ash Club. I distinctly remembered the membership being $6, so now I'm a bit confused looking at my account. Could you clarify which price is right? I just want to make sure I understand what the actual cost is supposed to be.\n\nThanks,\nNoah","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Noah,\n\nThanks for reaching out! Ash Club membership is currently $8 per month (updated from our previous $6 per month rate). Your recent $8 charge reflects our current monthly pricing.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"invented","reason":"The bot invents that Ash Club was previously $6 per month and was updated from that rate, which is not supported by policy or records.","quote":"Ash Club membership is currently $8 per month (updated from our previous $6 per month rate)."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-121"]}]},"after":{"reply":"Hi Noah,\n\nThe correct price for Ash Club is $8 per month. It includes free express shipping and 10% off full-price items. \n\nIf you ever wish to cancel, you can do so at any time by going to Account > Membership. Your benefits will continue through the end of the billing month you paid for.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"charge_lookup","input":{"order_id":null},"output":{"ok":false,"error":"no charges found for this customer"}},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-double-charge","kb-giftcards","kb-shipping"]}]}},{"id":"T-1044","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Daniel Ibrahim","country":"CA","subject":"Order AA-11862 status","body":"Where is order AA-11862? I ordered 2 days ago and have no idea if it shipped.\n\nDaniel","gold":"In transit with Canada Post, tracking CP392746380007, shipped 2026-11-09, last scan today; standard to Canada is 5-8 business days.","order":{"order_id":"AA-11862","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"Canada Post","tracking":"CP392746380007","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel,\n\nYou can track the status of your order using the tracking link provided in your shipping confirmation email. If you haven't seen it yet, be sure to check your spam folder as well!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"dead_end","reason":"The bot fails to provide the order's status or tracking information from the system records, instead deflecting the customer to find an email.","quote":"You can track the status of your order using the tracking link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Your order AA-11862 has shipped and is currently in transit with Canada Post. You can track your package using tracking number CP392746380007 directly on the Canada Post website.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the order has shipped, provides carrier details and tracking number, and gives clear instructions to track the parcel.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11862"},"output":{"ok":true,"order":{"order_id":"AA-11862","status":"in_transit","country":"CA","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"Canada Post","tracking":"CP392746380007","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1045","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Oliver Okafor","country":"US","subject":"","body":"Hello, before I am buying the Larch Insulated Parka, what warranty it have?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Oliver! Our products, including the Larch Insulated Parka, carry a 2-year warranty against manufacturing defects. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question according to policy by stating the 2-year warranty against manufacturing defects.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Our products come with a 2-year warranty against manufacturing defects. If an item is defective within 90 days of delivery, it can be directly refunded or replaced; after 90 days, claims are handled by our warranty team.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the 2-year warranty policy and defect handling as outlined in company policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing"]}]}},{"id":"T-1046","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Priya Hughes","country":"US","subject":"ridgeline shell sizing help","body":"hi quick question im between m and l for the ridgeline shell jacket. usually wear a fleece under it in winter so not sure whihc size i should grab?? thanks priya","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Priya,\n\nIf you're between sizes on a shell jacket, we recommend sizing up so it comfortably fits over layers like a fleece. In your case, size L would be the best choice!\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately advised sizing up to an L to accommodate layers in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-107"]}]},"after":{"reply":"Hi Priya,\n\nWe recommend sizing up to a Large! If you're between sizes on our shell jackets, sizing up ensures it will fit comfortably over layers like a fleece. You can also view the full measurements directly on the Ridgeline Shell product page by checking the size chart.\n\nLet us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly applied policy HOW-1 by advising the customer to size up to a Large to fit layers and directing them to the size chart on the product page.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-double-charge"]}]}},{"id":"T-1047","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Daniel Reyes","country":"US","subject":"Payment issue - Error PX-402","body":"Hello,\n\nI am trying to complete a purchase today, but my payment has failed three times with error PX-402 across different cards. Could you please advise on how to resolve this so I can place my order?\n\nBest regards,\nDaniel","gold":"Persistent unknown payment error (PX-402): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Daniel,\n\nI'm sorry to hear you're experiencing trouble with your payment. Because I don't have information on error code PX-402 in our help center, I'm passing your request to our support team so they can look into this and help you complete your order.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-102","hc-108"]}]},"after":{"reply":"Thanks, Daniel. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1048","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Marco Hughes","country":"US","subject":"Return inquiry for Basecamp Merino Tee","body":"Hello,\n\nI am writing to see about returning the Basecamp Merino Tee from my order AA-94341. I received it back in October, but it has just been sitting around and I never ended up using it at all. It is completely unworn, so I'd like to send it back if possible.\n\nBest,\nMarco","gold":"Not eligible for a return: delivered 2026-10-01, 40 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-94341","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z435913664709","ordered":"2026-09-26","shipped":"2026-09-27","delivered":"2026-10-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco, thanks for reaching out! Under our return policy, items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached. Since you received this in October, I'm passing your request to our support team to look up order AA-94341 and see how we can assist you with your options.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-109"]}]},"after":{"reply":"Hello Marco,\n\nThank you for reaching out. We looked into your order AA-94341 for the Basecamp Merino Tee ($48.00). \n\nAccording to our records, your order was delivered on October 1, 2026 (40 days ago). Because our return policy requires items to be returned within 30 days of delivery, this item is past the return window and is not eligible for a return or refund.\n\nWe apologize for any inconvenience. Please let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is past the 30-day return window and clearly communicated that it cannot be returned.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-94341"},"output":{"ok":true,"order":{"order_id":"AA-94341","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z435913664709","ordered":"2026-09-26","shipped":"2026-09-27","delivered":"2026-10-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":40,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-94341","reason":"change_of_mind"},"output":{"order_id":"AA-94341","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":40,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 40 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-tracking","kb-returns","kb-not-received"]}]}},{"id":"T-1049","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Tomas Romano","country":"US","subject":"Refund request - Order AA-50565","body":"I am writing again regarding order AA-50565. I received the Ridgeline Shell Jacket ($229) 5 days ago, never wore it, and simply changed my mind. I need my refund processed.\n\nTomas","gold":"Eligible, but the refund ($229.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-50565","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z646747623137","ordered":"2026-10-31","shipped":"2026-11-01","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, thanks for reaching out. You can return unworn items within 60 days of delivery for a full refund, and once we receive your return, it takes up to 14 days to process. I've handed this over to our support team so they can generate and send your prepaid return label for order AA-50565 right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Tomas. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-50565. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-C5D2BA. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-50565"},"output":{"ok":true,"order":{"order_id":"AA-50565","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z646747623137","ordered":"2026-10-31","shipped":"2026-11-01","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-50565","reason":"change_of_mind"},"output":{"order_id":"AA-50565","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":5,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-C5D2BA","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1050","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Marco Lindqvist","country":"US","subject":"Double charge on order AA-51569","body":"I was charged twice ($54.95 each) for order AA-51569 last week and both are showing on my statement now. Please refund the extra charge.\n\nMarco","gold":"Both charges posted: the duplicate $54.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-51569","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z436128316390","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco,\n\nThanks for reaching out. I'm passing your request over to our support team right away so they can look into the duplicate charge for order AA-51569 and issue your refund. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-103"]}]},"after":{"reply":"Hello Marco,\n\nWe checked your charges for order AA-51569 and confirmed that both $54.95 charges had posted. \n\nThe duplicate charge of $54.95 has been refunded (Refund ID: RF-57B8A2). Your bank should reflect this refund within 5–10 business days.\n\nPlease let us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The duplicate charge was successfully refunded in accordance with policy and the refund timing was accurately explained.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-51569"},"output":{"ok":true,"order":{"order_id":"AA-51569","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z436128316390","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-51569"},"output":{"ok":true,"orders":[{"order_id":"AA-51569","charges":[{"amount":54.95,"date":"2026-11-01","state":"posted"},{"amount":54.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-57B8A2","amount":54.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1051","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Liam Kowalski","country":"US","subject":"Promo code issue","body":"Your site seems broken. WELCOME10 says 'invalid' at checkout, and the second code I tried failed too even though I only have one clearance item in my cart.\n\nLiam","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Liam, thanks for reaching out. Promo codes cannot be applied to clearance items, as all clearance items are considered final sale. Additionally, our system only allows one promo code per order. Let us know if you have any questions about full-price items!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explained that promo codes do not apply to clearance (final sale) items and that only one code is allowed per order.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hi Liam,\n\nOur promo codes cannot be applied to final-sale or clearance items, and only one code can be used per order. Since your cart contains a clearance item, this is why you are receiving the 'invalid code' message.\n\nTo use a promo code like WELCOME10, please add an eligible, regular-priced item to your cart and enter the code during checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-damaged","kb-app","kb-not-received"]}]}},{"id":"T-1052","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Mateo Silva","country":"US","subject":"Issue with checkout payment error E-5011","body":"Hi there! I am trying to place an order today, but my payment keeps failing with error code E-5011. I've tried three different cards now and get the same error each time. Could you please help me get this sorted out so I can finish buying today? Thanks so much!\n\nMateo","gold":"Persistent unknown payment error (E-5011): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Mateo,\n\nI'm sorry to hear you're running into error E-5011 at checkout! I'm passing your request to our support team right away so they can look into this payment issue and help you complete your order.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-115","hc-102"]}]},"after":{"reply":"Thanks, Mateo. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"billing","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1053","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Jonas Romano","country":"US","subject":"","body":"Hello, I buy Ridgeline Shell Jacket from order AA-43486 about 13 months ago. Now the main zip is failed. Is this covered?","gold":"Defect after 90 days (401 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-43486","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z758262357141","ordered":"2025-09-30","shipped":"2025-10-01","delivered":"2025-10-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Jonas, thanks for reaching out. I'm going to connect you with our support team so they can look into your order and advise on our warranty and repair coverage for your jacket.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-123","hc-120"]}]},"after":{"reply":"Thanks, Jonas. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-43486. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-43486"},"output":{"ok":true,"order":{"order_id":"AA-43486","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z758262357141","ordered":"2025-09-30","shipped":"2025-10-01","delivered":"2025-10-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":401,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-43486","reason":"defective"},"output":{"order_id":"AA-43486","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":401,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1054","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Hannah Brooks","country":"US","subject":"cant reset password","body":"hi forgot my password and tried using the reset link from yesteday but it says expired already. pls send new one quick thanks\n\nhannah","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Hannah,\n\nPassword reset links are only valid for 30 minutes, which is why your link from yesterday expired. \n\nTo get a new link right away, please go to our sign-in page and click 'Forgot password'. We'll immediately email you a fresh link to reset it!\n\nBest,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly explains the policy on password reset links and provides clear, concrete next steps.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-117"]}]},"after":{"reply":"Password reset links are valid for 30 minutes, which is why yesterday's link has expired. To receive a fresh link, please go to the sign-in page and click 'Forgot password'. A new reset link will be sent to your email right away.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains policy ACC-1 regarding link validity and provides the correct instruction to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email","kb-not-received","kb-double-charge"]}]}},{"id":"T-1055","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Anna Tanaka","country":"US","subject":"Return request for order AA-35179","body":"Hello,\n\nI received my order AA-35179 about 4 weeks ago and would like to return the Kettle Wool Gloves for a refund. The colour looks different in person than I expected. They have never been worn and the tags are still attached.\n\nThank you,\nAnna","gold":"Eligible: delivered 2026-10-15 (26 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $42.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-35179","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z704045628500","ordered":"2026-10-10","shipped":"2026-10-11","delivered":"2026-10-15","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna, thanks for reaching out. Since your Kettle Wool Gloves are unworn with tags attached and within the 30-day return window, they are eligible for a return and refund to your original payment method. I am passing your request over to our support team so they can send you a return shipping label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-103"]}]},"after":{"reply":"Hello Anna,\n\nYour return for the Kettle Wool Gloves from order AA-35179 has been approved and started (RMA: RMA-51A98B), as your request is within the 30-day delivery window and the item is unworn with tags attached.\n\nA free prepaid return shipping label has been sent to your email. You can also view or manage your return by going to Orders > select order AA-35179 > Start a return.\n\nOnce our warehouse receives your return, your refund of $42.00 will be issued to your original payment method within 2 business days. It then typically takes 5–10 business days to appear on your bank statement.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verifies return eligibility under policy, notes the started return and RMA, provides instructions on the prepaid label and refund timeline, and matches the correct resolution completely.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-35179"},"output":{"ok":true,"order":{"order_id":"AA-35179","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z704045628500","ordered":"2026-10-10","shipped":"2026-10-11","delivered":"2026-10-15","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":26,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-35179","reason":"change_of_mind"},"output":{"order_id":"AA-35179","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":26,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-51A98B","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-tracking","kb-not-received"]}]}},{"id":"T-1056","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Chloe Keller","country":"US","subject":"Order AA-75461 issue","body":"Hello, I write because order AA-75461 has problem. If this is not sorted today, I will file dispute and chargeback with my bank.\n\nChloe","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-75461","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z676070609340","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe,\n\nI'm so sorry to hear there's an issue with your order AA-75461. I have escalated this directly to our support team so an agent can look into your order and assist you with this right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Chloe. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"other","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1057","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Jonas Brooks","country":"US","subject":"SECOND REQUEST: Update account email address","body":"I am writing again because I still need the email address on my account changed to my new work address. Please update this for me as I requested previously.\n\nJonas","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Jonas,\n\nYou can easily update your email address directly in your account settings! Just go to Account > Profile > Email, enter your new work address, and we'll send a confirmation link to that new address to complete the change.\n\nPlease let us know if you run into any issues!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly provides the exact self-service instructions according to policy ACC-3, matching the correct resolution without any policy contradictions or hallucinations.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"To update your email address, please go to Account > Profile > Email, enter your new work address, and then confirm it by clicking the verification link sent to that new email inbox.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address in accordance with policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-app"]}]}},{"id":"T-1058","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Emma Hughes","country":"US","subject":"Problem with promo code","body":"Hello, I am trying to buy but promo code WELCOME10 say 'invalid' at checkout. I also try a second code and it does not work too. I have one clearance item in my cart, is the site broken?\n\nEmma","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Emma,\n\nThe site isn't broken! Clearance items are considered final sale, and promo codes cannot be applied to final-sale items. In addition, only one promo code can be used per order and codes cannot be combined with other offers.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains that clearance items are final sale and exempt from promo codes, confirms only one code can be used per order, and assures the customer the site is not broken.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hello Emma,\n\nOur system allows only one promo code per order, and promo codes cannot be combined with other offers or applied to final-sale/clearance items. This is why you are receiving the 'invalid code' message.\n\nTo use a promo code, please ensure you are entering only one code at checkout and that your cart contains regular-priced, non-final-sale items.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy BUG-1 regarding promo codes not applying to clearance items and only allowing one code per order, resolving the inquiry accurately.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-damaged","kb-double-charge","kb-app"]}]}},{"id":"T-1059","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Hannah Hughes","country":"US","subject":"","body":"Hi there! I recently ordered the Switchback Rain Jacket from the clearance sale under order AA-31177 because I really needed a good waterproof layer for hiking, but unfortunately I tried it on and it just doesn't fit me right at all. I would really like to send it back to you guys and get a refund please, could you let me know how to start the return process?","gold":"Not returnable: the Switchback Rain Jacket on AA-31177 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-31177","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":true}],"total":139.0,"carrier":"UPS","tracking":"1Z694444296590","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah, thanks for reaching out. Unfortunately, items purchased from our clearance sale are final sale and cannot be returned or refunded. We're very sorry for the inconvenience!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that clearance items are final sale and ineligible for return or refund.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-104"]}]},"after":{"reply":"Hi Hannah, thank you for reaching out. I checked your order AA-31177, and because the Switchback Rain Jacket was purchased from our clearance sale, it is marked as a final-sale item. Under our return policy, final-sale items cannot be returned or refunded unless they arrive damaged or defective. Because this is a sizing issue and the item is not defective, it is not eligible for a return or refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the jacket is a final-sale clearance item and explained accurately per policy that it cannot be returned or refunded for sizing issues.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-31177"},"output":{"ok":true,"order":{"order_id":"AA-31177","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":true}],"total":139.0,"carrier":"UPS","tracking":"1Z694444296590","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":9,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-31177","reason":"change_of_mind"},"output":{"order_id":"AA-31177","item":"Switchback Rain Jacket","amount":139.0,"final_sale":true,"days_since_delivery":9,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-damaged","kb-refund-timing","kb-tracking"]}]}},{"id":"T-1060","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Lena Bennett","country":"US","subject":"","body":"TRAIL15 shows 'invalid' at checkout and my second code didn't work either. I have a clearance item in my cart, is your site broken?","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Lena! Our site isn't broken—promo codes don't apply to final-sale items (and clearance items are final sale). Additionally, only one promo code can be used per order, and they cannot be combined with other offers.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the promo code policy regarding final-sale items and single-code usage, directly answering the customer's query.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-104","hc-105","hc-117"]}]},"after":{"reply":"Our site isn't broken, but promo codes cannot be applied to final-sale or clearance items, and only one promo code can be used per order. They also cannot be combined with other offers. To use a promo code like TRAIL15, please remove the clearance item or any other promo codes from your cart and try applying it again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-damaged","kb-app","kb-returns"]}]}},{"id":"T-1061","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"chat","name":"Tomas Haddad","country":"US","subject":"","body":"Hello, I just placed order AA-74219 but accidentally entered my old address. Could you please update the delivery address to Willow Creek Road instead? Thank you.","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-74219","status":"processing","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, unfortunately, we are unable to change the shipping address once an order has been placed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-125"]}]},"after":{"reply":"Thanks, Tomas. I'm going to have a team member change the address before your order ships for order AA-74219. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-74219"},"output":{"ok":true,"order":{"order_id":"AA-74219","status":"processing","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1062","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Yuki Haddad","country":"US","subject":"","body":"Hi there, my card was charged $38.95 today, but I haven't received a confirmation email yet. I don't have an order number, but my email is yuki.haddad42@mail.example. Did my order go through?","gold":"Yes: order AA-99210 (Talus Hiking Socks 3-pack) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-99210","status":"processing","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Yuki, thank you for reaching out! In the meantime, please check your spam folder just in case the confirmation email landed there. Since you haven't received your order details, I'm handing this over to our support team so they can check your account and confirm whether your order went through.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-112","hc-101"]}]},"after":{"reply":"Hi Yuki, yes, your order went through! Your order number is AA-99210 for the Talus Hiking Socks 3-pack (total: $38.95), placed on November 10, 2026. The order is currently processing and has not shipped yet. Once it ships, you will receive tracking information. If you need to update or check your email address on file, you can go to Account > Profile > Email.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-99210","status":"processing","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-not-received","kb-double-charge","kb-tracking"]}]}},{"id":"T-1063","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Liam Reyes","country":"US","subject":"Wrong address on order AA-84330","body":"I just placed order AA-84330 and realized your system saved my old address. I need this updated immediately to Pine Crest Way before it ships out. Liam","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-84330","status":"processing","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, thanks for reaching out. Unfortunately, we are unable to change the shipping address once an order has been placed. I'm handing this over to our support team to see if there are any options available to assist you before it ships.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Liam. I'm going to have a team member change the address before your order ships for order AA-84330. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-84330"},"output":{"ok":true,"order":{"order_id":"AA-84330","status":"processing","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1064","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Sofia Novak","country":"UK","subject":"","body":"Where is order AA-36612? Ordered 3 days ago and have no idea if it even shipped.","gold":"In transit with Royal Mail, tracking RM403899861472, shipped 2026-11-08, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-36612","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM403899861472","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"You can track your order using the link in your shipping confirmation email (be sure to check your spam folder if you haven't seen it yet). For context, US orders typically take 3-5 business days to arrive. I've also connected you with our support team so an agent can check the specific status of order AA-36612 for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-107"]}]},"after":{"reply":"Your order AA-36612 has shipped and is currently in transit with Royal Mail. It was shipped on November 8, 2026, and the latest tracking scan was recorded on November 10, 2026. You can track your package directly with Royal Mail using tracking number RM403899861472.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-36612"},"output":{"ok":true,"order":{"order_id":"AA-36612","status":"in_transit","country":"UK","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM403899861472","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-double-charge","kb-returns"]}]}},{"id":"T-1065","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Nora Romano","country":"US","subject":"","body":"Look, I've had it dealing with this issue regarding order AA-52457. If this is not completely sorted out today, I am going straight to my bank to file a chargeback and dispute the entire charge. I really don't want to take that step, but I will if you leave me no choice.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-52457","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z979857967407","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry for the frustration this has caused, Nora. I am immediately handing this over to our support team so a team member can look into order AA-52457 and assist you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-107","hc-108"]}]},"after":{"reply":"Thanks, Nora. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"billing","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1066","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Emma Meyer","country":"US","subject":"Issue with Talus Hiking Socks 3-pack - order AA-68950","body":"Hello Alder & Ash team, I received my package 7 days ago containing the Talus Hiking Socks 3-pack from order AA-68950. Unfortunately, the buckle snapped, which was very disappointing when I went to use it. Could you please process a refund or send a replacement? Thanks, Emma","gold":"Defective within 90 days of delivery (2026-11-03): refund $32.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-68950","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z788308866999","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma, thanks for reaching out. We're sorry to hear about the issue with your order AA-68950! You are well within our 60-day return and exchange window. I'm passing your request to our support team so they can send you a return label and help process your refund or replacement right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-101","hc-110"]}]},"after":{"reply":"Hello Emma,\n\nI am sorry to hear about the issue with your Talus Hiking Socks 3-pack from order AA-68950. \n\nBecause the item arrived defective within 90 days of delivery, a refund has been issued to your original payment method. You do not need to return the item.\n\nHere are the details of your refund:\n- Refund Reference ID: RF-EF0E20\n- Amount: $32.00\n- Timing: Your bank will show the credit within 5-10 business days.\n\nPlease let us know if you need help with anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item was defective within 90 days, properly issued the refund of $32 without requiring a return in accordance with policy, and provided all necessary refund details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-68950"},"output":{"ok":true,"order":{"order_id":"AA-68950","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z788308866999","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":7,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-68950","reason":"defective"},"output":{"order_id":"AA-68950","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":7,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-EF0E20","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-not-received","kb-double-charge","kb-damaged"]}]}},{"id":"T-1067","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"chat","name":"Maya Tanaka","country":"US","subject":"","body":"I am furious about the refund status for order AA-35189 (Fjell Softshell). I want to speak to a real person, not a bot.","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-35189","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z455404182036","ordered":"2026-10-14","shipped":"2026-10-15","delivered":"2026-10-19","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry for the frustration regarding your refund for order AA-35189. I am connecting you with a member of our support team right now so they can look into this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Maya. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1068","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Emma Bennett","country":"US","subject":"Cancel Ash Club membership","body":"I want to cancel my Ash Club membership immediately. Do I get my money back for the rest of this month, or are you just keeping it? Emma","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Emma,\n\nI can certainly help connect you with our support team to cancel your Ash Club membership. A team member will follow up with you directly to process your cancellation and answer your question regarding a refund for the remainder of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hi Emma,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership on our website. \n\nPlease note that there are no partial refunds for the remainder of the month. However, your Ash Club benefits—including free express shipping and 10% off full-price items—will continue to remain active until the end of the billing month you have already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers how to cancel, clarifies that there are no partial refunds, and explains that benefits remain active through the end of the paid month in accordance with policy BIL-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1069","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Jake Romano","country":"US","subject":"Shipping question","body":"Hi there, I'm a US customer and currently have $54 worth of items in my cart. Could you please let me know if shipping is free on this, or what the minimum spend is to qualify? Thanks, Jake","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Jake,\n\nYes, your order qualifies for free standard shipping! We offer free standard shipping on US orders over $50, so with $54 in your cart, you meet the minimum spend requirement. \n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that free standard shipping applies to US orders over $50 instead of $75.","quote":"We offer free standard shipping on US orders over $50, so with $54 in your cart, you meet the minimum spend requirement."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"Hi Jake,\n\nFor US orders, standard shipping is free on orders over $75. Since your cart is currently at $54, standard shipping will be $6.95 unless your order total reaches $75 or more.\n\nUS standard shipping takes 3–5 business days once shipped. Express shipping (1–2 business days) is also available for $18, or free if you are an Ash Club member.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding US shipping thresholds and costs without any policy violations or hallucinations.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-returns"]}]}},{"id":"T-1070","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Jonas Keller","country":"US","subject":"","body":"I moved flats and need to change the delivery address on order AA-31237. I don't even know if it shipped yet.","gold":"Already shipped (2026-11-08) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z481154545505.","order":{"order_id":"AA-31237","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z481154545505","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, unfortunately, we're unable to change the shipping address once an order has been placed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot fails to inform the customer that the order has already shipped and does not provide the tracking number and instructions to request a carrier redirect per policy.","quote":"Hi Jonas, unfortunately, we're unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-117"]}]},"after":{"reply":"Your order AA-31237 has already shipped (it is currently in transit with UPS, tracking number 1Z481154545505). Because it has already shipped, we are unable to change the delivery address directly. However, you can contact UPS directly using your tracking number to request a package redirect to your new address.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, explained that the address cannot be changed by the store per policy SHP-6, provided the carrier tracking number, and advised the customer to request a redirect from UPS.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-31237"},"output":{"ok":true,"order":{"order_id":"AA-31237","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z481154545505","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-damaged","kb-tracking","kb-email"]}]}},{"id":"T-1071","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Omar Brooks","country":"CA","subject":"","body":"Hi there! I placed order AA-81438 four days ago and was just wondering where it is, as I have no idea if it has shipped yet.","gold":"In transit with Canada Post, tracking CP241600444713, shipped 2026-11-07, last scan today; standard to Canada is 5-8 business days.","order":{"order_id":"AA-81438","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Canada Post","tracking":"CP241600444713","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar! You can track your order using the link in your shipping confirmation email. If you haven't seen it yet, be sure to check your spam folder just in case!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"dead_end","reason":"The bot fails to provide the order's tracking status or details from the record and instead directs the customer to look for their confirmation email.","quote":"You can track your order using the link in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-101"]}]},"after":{"reply":"Your order AA-81438 has shipped and is currently in transit with Canada Post. You can track your package using tracking number CP241600444713.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-81438"},"output":{"ok":true,"order":{"order_id":"AA-81438","status":"in_transit","country":"CA","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Canada Post","tracking":"CP241600444713","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-double-charge","kb-returns"]}]}},{"id":"T-1072","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Anna Larsen","country":"UK","subject":"","body":"Hi! Could you check on order AA-11166 for me? I ordered it 3 days ago and don't know if it has shipped yet.","gold":"In transit with Royal Mail, tracking RM985185752742, shipped 2026-11-08, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-11166","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM985185752742","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna! You can track your order status using the link sent in your shipping confirmation email (be sure to check your spam folder just in case). Since I can't look up your order details directly, I'm passing this over to our support team so they can check on order AA-11166 for you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-101"]}]},"after":{"reply":"Hi Anna, your order AA-11166 has shipped! It is currently in transit with Royal Mail under tracking number RM985185752742. It was shipped on November 8, 2026, and the most recent tracking scan was on November 10, 2026. You can track its progress directly on the Royal Mail website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, provided the tracking details and carrier, and gave the customer clear instructions on tracking.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11166"},"output":{"ok":true,"order":{"order_id":"AA-11166","status":"in_transit","country":"UK","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM985185752742","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-double-charge","kb-address","kb-not-received"]}]}},{"id":"T-1073","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Zoe Brooks","country":"US","subject":"Return request - Order AA-18030","body":"Hello,\n\nI would like to return the Switchback Rain Jacket from order AA-18030. I received it in October, but it is completely unworn as I just never used it.\n\nThank you,\nZoe","gold":"Not eligible for a return: delivered 2026-10-05, 36 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-18030","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z998696412478","ordered":"2026-09-30","shipped":"2026-10-01","delivered":"2026-10-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe, thanks for reaching out! I've handed your request over to our support team so they can review your order details and send you a return shipping label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-108"]}]},"after":{"reply":"Hi Zoe,\n\nThank you for reaching out. We looked up your order AA-18030 for the Switchback Rain Jacket ($139.00), which was delivered on October 5, 2026 (tracking: 1Z998696412478 via UPS).\n\nBecause it has been 36 days since delivery, this item is past our 30-day return window and is not eligible for a return or refund under our return policy.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the item is outside the 30-day return window and ineligible for a return, matching the policy and correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-18030"},"output":{"ok":true,"order":{"order_id":"AA-18030","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z998696412478","ordered":"2026-09-30","shipped":"2026-10-01","delivered":"2026-10-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":36,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-18030","reason":"change_of_mind"},"output":{"order_id":"AA-18030","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":36,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 36 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-giftcards","kb-not-received"]}]}},{"id":"T-1074","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Grace Brooks","country":"US","subject":"Double charge on order AA-58743","body":"Hello,\n\nI was charged twice ($139.00 each) for order AA-58743 last week, and both charges are showing up on my statement now. Could you please refund the extra charge?\n\nBest regards,\nGrace","gold":"Both charges posted: the duplicate $139.00 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-58743","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z007769448104","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Grace,\n\nThanks for reaching out. I'm sorry to hear that you were charged twice for your order. I have handed this over to our support team so they can look into the duplicate charge for order AA-58743 and issue your refund. A team member will be in touch with you shortly to help resolve this!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-108","hc-101"]}]},"after":{"reply":"Hello Grace,\n\nI checked order AA-58743 and confirmed that two charges of $139.00 posted on November 1, 2026. \n\nThe duplicate charge has been refunded in the amount of $139.00 (Refund ID: RF-DF1A48). Your bank should reflect this refund within 5 to 10 business days.\n\nPlease let us know if you need anything else!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The duplicate charge was successfully confirmed, refunded, and communicated with the correct timeframe according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-58743"},"output":{"ok":true,"order":{"order_id":"AA-58743","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z007769448104","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-58743"},"output":{"ok":true,"orders":[{"order_id":"AA-58743","charges":[{"amount":139.0,"date":"2026-11-01","state":"posted"},{"amount":139.0,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-DF1A48","amount":139.0,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1075","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Omar Hughes","country":"US","subject":"Missing refund for order AA-60873","body":"I sent back the Basecamp Merino Tee from order AA-60873 over a week ago, and there is still no refund on my card. Where is my money?\n\nOmar","gold":"Return received 2026-11-07; refund of $48.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-60873","status":"returned","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z554155055990","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08"},"before":{"reply":"Hi Omar,\n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed back to your card.\n\nIf it has been more than 14 days since your package arrived at our facility, please let us know and we'll be happy to look into it for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot cites an incorrect timeline of 14 days contradicting policy RET-5, and fails to check records showing the refund has already been issued on 2026-11-08.","quote":"Once we receive your returned item, please allow up to 14 days for your refund to be processed back to your card."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Omar,\n\nWe received your return for the Basecamp Merino Tee on November 7, 2026, and your refund was officially issued to your original payment method on November 8, 2026.\n\nDepending on your card issuer or banking institution, it typically takes a few business days for the funds to post to your account statement. If you do not see the credit reflected on your statement shortly, please check with your bank or card provider using the November 8, 2026 issue date.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the return was received and the refund was issued on November 8, 2026, explained the banking processing timeframe, and provided appropriate next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-60873"},"output":{"ok":true,"order":{"order_id":"AA-60873","status":"returned","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z554155055990","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08","days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-address"]}]}},{"id":"T-1076","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Ben Kowalski","country":"US","subject":"Return inquiry for order AA-93994","body":"Hello,\n\nI would like to return the Summit 28L Daypack from order AA-93994 for a refund, as the colour looks different than expected. I received it about 4 weeks ago, and it is never worn with the tags still on.\n\nThank you,\nBen","gold":"Eligible: delivered 2026-10-20 (21 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $119.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-93994","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z472245674366","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, thank you for reaching out! Since your item is unworn with tags attached and within the 30-day return window, you are eligible for a return. I have passed your request to our support team so they can generate and send you a prepaid return shipping label for order AA-93994. Once we receive your return, please allow up to 14 days for your refund to be processed back to your original payment method.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Ben,\n\nYour return for the Summit 28L Daypack (Order AA-93994) has been authorized under RMA-8C88F5. Since your item was delivered 21 days ago, is unworn with tags attached, and not marked final sale, it is fully eligible for a return within our 30-day window.\n\nA free prepaid return shipping label has been sent to your email. You can also view or start returns at any time by going to Orders > select order AA-93994 > Start a return.\n\nOnce our warehouse receives the daypack, your refund of $119.00 will be issued within 2 business days to your original payment method. Please allow an additional 5 to 10 business days for your bank to post the credit to your account.\n\nLet us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the return is eligible under policy, processed the return label, explained the refund timeline and amount, and gave concrete next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-93994"},"output":{"ok":true,"order":{"order_id":"AA-93994","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z472245674366","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":21,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-93994","reason":"change_of_mind"},"output":{"order_id":"AA-93994","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":21,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-8C88F5","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-not-received"]}]}},{"id":"T-1077","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Grace Haddad","country":"US","subject":"Duplicate charge on order AA-32300","body":"I was charged twice ($38.95 each) for order AA-32300 last week and both are currently on my statement. Please refund the extra charge.\n\nGrace","gold":"Both charges posted: the duplicate $38.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-32300","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z808576959337","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace,\n\nThanks for reaching out. I'm handing this over to our support team so they can review the duplicate charge on order AA-32300 and process your refund. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-103"]}]},"after":{"reply":"Hello Grace,\n\nWe checked your order AA-32300 and confirmed that two charges of $38.95 had posted. We have processed a refund for the duplicate charge of $38.95 (Refund ID: RF-21ED91). \n\nYour bank should show this refund within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that both charges posted, confirmed the duplicate refund with its reference ID, and accurately communicated the 5-10 business day timeline in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-32300"},"output":{"ok":true,"order":{"order_id":"AA-32300","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z808576959337","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-32300"},"output":{"ok":true,"orders":[{"order_id":"AA-32300","charges":[{"amount":38.95,"date":"2026-11-01","state":"posted"},{"amount":38.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-21ED91","amount":38.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1078","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Priya Meyer","country":"US","subject":"","body":"I'm asking again because I still need an answer: I am between M and L for the Ridgeline Shell Jacket and plan to wear a fleece under it in winter. Which size should I buy?","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"We recommend sizing up to a Large! If you're between sizes on a shell jacket, sizing up ensures it will comfortably fit over layers like your fleece.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers, aligning precisely with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-109"]}]},"after":{"reply":"We recommend sizing up to a Large (L). For our shell jackets, sizing up when you are between sizes ensures a comfortable fit over winter layers like a fleece. You can also consult the detailed size chart on the Ridgeline Shell Jacket's product page for specific measurements.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-damaged","kb-address"]}]}},{"id":"T-1079","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Elena Costa","country":"US","subject":"","body":"Before buying the Larch Insulated Parka: what warranty does it have?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Elena! The Larch Insulated Parka, like all of our products, comes with a 2-year warranty against manufacturing defects. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding warranty per policy [HOW-3].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Our products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. If any issues arise within 90 days of delivery, defective items are eligible for a direct refund or replacement; after 90 days, claims are reviewed and handled directly by our warranty team.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding the 2-year warranty against manufacturing defects in full accordance with the policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing"]}]}},{"id":"T-1080","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Oliver Kowalski","country":"US","subject":"Return request for Talus Hiking Socks - Order AA-51831","body":"Hi Alder & Ash team,\n\nI got my package about 3 weeks ago for order AA-51831. I had ordered the Talus Hiking Socks 3-pack, but now looking at them, the colour looks quite different in person compared to what I thought it would be. They are completely untouched and never worn, with all the original tags still attached. I would like to send them back for a refund please.\n\nThanks,\nOliver","gold":"Eligible: delivered 2026-10-22 (19 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $32.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-51831","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z285358868259","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver,\n\nThanks for reaching out! Since your Talus Hiking Socks are unworn with tags attached and within the 30-day return window, they are eligible for a return and refund to your original payment method. \n\nI've passed your request along to our support team so they can generate and send you a prepaid return shipping label for order AA-51831. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-113"]}]},"after":{"reply":"Hi Oliver,\n\nYour return for the Talus Hiking Socks 3-pack from order AA-51831 has been approved and started (Return Reference: RMA-82ADA6). Because your order was delivered 19 days ago, it falls well within our 30-day return window, and return labels are free within the US.\n\nHere are the next steps:\n1. Your prepaid return shipping label has been sent to your email. You can also access it anytime by going to Orders > select order AA-51831 > Start a return.\n2. Print the label, attach it to your package with the unworn socks and original tags included, and drop it off with the carrier.\n3. Once your return arrives at our warehouse, your $32.00 refund will be issued within 2 business days. It then typically takes 5–10 business days to appear on your original payment method, depending on your bank.\n\nPlease let us know if you have any questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verified eligibility, confirmed the return details and RMA, explained the refund timing and amount accurately per policy, and provided clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-51831"},"output":{"ok":true,"order":{"order_id":"AA-51831","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z285358868259","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":19,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-51831","reason":"change_of_mind"},"output":{"order_id":"AA-51831","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":19,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-82ADA6","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-privacy"]}]}},{"id":"T-1081","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Clara Bennett","country":"EU","subject":"","body":"Hi there! I'd like to request a copy of all the personal data you hold on me under GDPR, please. Thanks so much!","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Clara! I'd be happy to help with that. Since processing a GDPR personal data request requires assistance from our team, I'm passing your request over to our support specialists who will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-115"]}]},"after":{"reply":"Thanks, Clara. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1082","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Grace Reyes","country":"US","subject":"","body":"The main zip on my Larch Insulated Parka from order AA-54504 has failed. I bought it about 14 months ago. Is this covered by your warranty or not?","gold":"Defect after 90 days (448 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-54504","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z251939964832","ordered":"2025-08-14","shipped":"2025-08-15","delivered":"2025-08-19","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace! Yes, our products carry a 2-year warranty against manufacturing defects, so your parka is within the 14-month timeframe. I'm connecting you with our support team now so they can look into order AA-54504 and help you with your zipper repair or replacement.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-123","hc-108"]}]},"after":{"reply":"Thanks, Grace. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-54504. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-54504"},"output":{"ok":true,"order":{"order_id":"AA-54504","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z251939964832","ordered":"2025-08-14","shipped":"2025-08-15","delivered":"2025-08-19","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":448,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-54504","reason":"defective"},"output":{"order_id":"AA-54504","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":448,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1083","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Yuki Keller","country":"US","subject":"Return request for order AA-78552 - second email","body":"Hello,\n\nI am writing again because I have not heard back regarding my return. I need to return the Cairn Beanie from order AA-78552 for a refund because it is the wrong size. It arrived about 1 week ago, has never been worn, and still has all tags on.\n\nPlease process this refund promptly.\n\nYuki","gold":"Eligible: delivered 2026-11-06 (4 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-78552","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z929607832356","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Yuki,\n\nThanks for reaching out, and I apologize for the delay! Since your Cairn Beanie is unworn with tags attached and was delivered within the last 30 days, it is eligible for a return and refund.\n\nI have handed this over to our support team so an agent can follow up directly and send your prepaid return label for order AA-78552. Once we receive the returned item, please allow up to 14 days for your refund to be processed back to your original payment method.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-102"]}]},"after":{"reply":"Hello Yuki,\n\nYour return for the Cairn Beanie from order AA-78552 has been started under RMA reference RMA-D79158. Because your item was delivered 4 days ago, is unworn with tags attached, and is not a final-sale item, it is eligible for a full return. Since this is a US order, your return label is free ($0.00 fee).\n\nA prepaid return shipping label has been sent to your email. Alternatively, you can access your return details anytime by going to Orders > select order AA-78552 > Start a return.\n\nOnce our warehouse receives the returned item, your refund of $28.00 will be issued within 2 business days to your original payment method. After it is issued, your bank will typically take 5 to 10 business days to post the funds to your account.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verified eligibility, confirmed the return was initiated with a free US prepaid label, and accurately detailed the refund amount and timeline in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-78552"},"output":{"ok":true,"order":{"order_id":"AA-78552","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z929607832356","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-78552","reason":"change_of_mind"},"output":{"order_id":"AA-78552","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":4,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-D79158","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-damaged","kb-tracking"]}]}},{"id":"T-1084","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Omar Keller","country":"US","subject":"Return socks AA-56260","body":"Hello support,\n\nI want to return the Talus Hiking Socks 3-pack from my order AA-56260. I received it in September, but it is completely unworn, I just never used it. Can you please tell me how to send back?\n\nThank you,\nOmar","gold":"Not eligible for a return: delivered 2026-09-19, 52 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-56260","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z109501513543","ordered":"2026-09-14","shipped":"2026-09-15","delivered":"2026-09-19","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar, thanks for reaching out. Under our return policy, items can be returned within 30 days of delivery if they are unworn and unused with tags attached. Since you've provided your order number, I am handing your request over to our support team so they can verify your order details and send you a prepaid return label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-103"]}]},"after":{"reply":"Hi Omar,\n\nThank you for reaching out. We looked up your order AA-56260 for the Talus Hiking Socks 3-pack. \n\nAccording to our policy, items must be returned within 30 days of delivery. Because your order was delivered on September 19, 2026 (52 days ago), it is past the 30-day return window and is not eligible for a return or refund.\n\nWe apologize for any inconvenience. Please let us know if you have any questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-56260"},"output":{"ok":true,"order":{"order_id":"AA-56260","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z109501513543","ordered":"2026-09-14","shipped":"2026-09-15","delivered":"2026-09-19","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":52,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-56260","reason":"change_of_mind"},"output":{"order_id":"AA-56260","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":52,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 52 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-tracking","kb-not-received"]}]}},{"id":"T-1085","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Mateo Walsh","country":"US","subject":"Delete my account please","body":"Hello Alder & Ash team,\n\nI am writing for ask you to delete my account. I want that all my personal data is completely erased from your system please.\n\nThank you very much,\nMateo","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Mateo,\n\nThank you for reaching out. I've handed your request over to our support team so they can assist you with deleting your account and erasing your personal data. A team member will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-112","hc-115"]}]},"after":{"reply":"Thanks, Mateo. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1086","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Priya Hughes","country":"US","subject":"Account address issue at checkout","body":"At checkout my saved address showed someone else's name and street.\n\nPriya","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Priya, thank you for bringing this to our attention. Because this involves your account information showing incorrect details, I'm passing this over to our support team right away so they can investigate and assist you safely.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-104"]}]},"after":{"reply":"Thanks, Priya. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1087","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Ethan Meyer","country":"UK","subject":"Second request: VAT invoice for order AA-20214","body":"Hi,\n\nI am following up again on my previous request. I urgently need a VAT invoice for order AA-20214 so I can submit my company expenses.\n\nPlease send this over as soon as possible.\n\nEthan","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-20214","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM135734183306","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nIf you are a UK or EU customer, you can download your VAT invoice directly from your account. Just head to Orders, select order AA-20214, and click \"Download invoice\".\n\nPlease let us know if you have any trouble accessing it!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly directs the customer on how to download their VAT invoice in accordance with policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-119"]}]},"after":{"reply":"Hi Ethan,\n\nYou can download your VAT invoice directly from your account. Please go to Orders, select order AA-20214, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly resolves the issue by providing the exact policy instructions for downloading the VAT invoice.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-20214"},"output":{"ok":true,"order":{"order_id":"AA-20214","status":"delivered","country":"UK","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM135734183306","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-sizing"]}]}},{"id":"T-1088","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Theo Keller","country":"US","subject":"","body":"hey seam coming apart on talus hiking socks 3-pack order AA-44413 got it 23 days ago need a refund or replacment pls","gold":"Defective within 90 days of delivery (2026-10-18): refund $32.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-44413","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z611571887972","ordered":"2026-10-13","shipped":"2026-10-14","delivered":"2026-10-18","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear that the seam is coming apart on your Talus hiking socks! Because this involves a damaged or defective item, I'm passing your request over to our support team so they can help you with a refund or replacement for order AA-44413.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"I'm sorry to hear that the seam on your Talus Hiking Socks 3-pack is coming apart! Because this developed within our 90-day defect window, you are eligible for a full refund on the item without needing to send it back.\n\nA refund of $32.00 has been issued to your original payment method (Refund ID: RF-87371C). It typically takes 5–10 business days to appear on your bank statement.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly refunded the defective item under policy RET-3, confirmed no return is needed, and provided the expected timeline for the refund.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-44413"},"output":{"ok":true,"order":{"order_id":"AA-44413","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z611571887972","ordered":"2026-10-13","shipped":"2026-10-14","delivered":"2026-10-18","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":23,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-44413","reason":"defective"},"output":{"order_id":"AA-44413","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":23,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-87371C","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-tracking","kb-refund-timing","kb-returns"]}]}},{"id":"T-1089","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Nora Romano","country":"US","subject":"","body":"I'm asking again about order AA-36115. I bought the Summit 28L Daypack in the clearance sale and it doesn't fit, so I need to send it back for a full refund.","gold":"Not returnable: the Summit 28L Daypack on AA-36115 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-36115","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z669340044259","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Nora, thanks for reaching out. Items purchased from our clearance sale are final sale, which means they unfortunately cannot be returned or refunded. We apologize for any inconvenience this may cause!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that clearance items are final sale and cannot be returned for a refund.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-104","hc-101","hc-103"]}]},"after":{"reply":"Your Summit 28L Daypack from order AA-36115 is not eligible for a return or refund. Because this item was purchased as a final-sale clearance item and is not damaged or defective, our return policy does not allow returns or refunds for fit or change of mind.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the final-sale item cannot be returned or refunded unless defective, matching policy and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-36115"},"output":{"ok":true,"order":{"order_id":"AA-36115","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z669340044259","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":19,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-36115","reason":"change_of_mind"},"output":{"order_id":"AA-36115","item":"Summit 28L Daypack","amount":119.0,"final_sale":true,"days_since_delivery":19,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-returns","kb-tracking","kb-promo"]}]}},{"id":"T-1090","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Priya Novak","country":"US","subject":"Refund status for order AA-77036","body":"Hi there,\n\nI sent back the Kettle Wool Gloves from order AA-77036 over a week ago, but I haven't seen the refund appear on my card yet. Could you let me know where the money is?\n\nThanks,\nPriya","gold":"Return received 2026-11-07; refund of $42.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-77036","status":"returned","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z907327649218","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08"},"before":{"reply":"Hi Priya,\n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed. If it has been more than 14 days since your return arrived or if you need us to check on your specific return package, please let us know!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot cites an incorrect processing timeline of up to 14 days instead of the policy's 2 business days to issue and 5-10 business days for banks to post, while also failing to inform the customer that their return was already received and refunded.","quote":"Once we receive your returned item, please allow up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Priya,\n\nWe received your returned Kettle Wool Gloves from order AA-77036 on November 7, 2026, and your refund of $48.95 was issued to your original payment method on November 8, 2026.\n\nWhile our system processed the refund right away, banks typically take 5 to 10 business days to post the funds to your account. Depending on your bank's processing times, it should appear on your statement shortly. If you do not see it after 10 business days from November 8, please let us know or reach out directly to your card issuer.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The refund amount for the returned item is $42.00, not the full order total of $48.95 which includes the original shipping fee.","quote":"We received your returned Kettle Wool Gloves from order AA-77036 on November 7, 2026, and your refund of $48.95 was issued to your original payment method on November 8, 2026."},"outcome":"false_resolution","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-77036"},"output":{"ok":true,"order":{"order_id":"AA-77036","status":"returned","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z907327649218","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08","days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-refund-timing"]}]}},{"id":"T-1091","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Ben Romano","country":"UK","subject":"vat invoice aa-77989","body":"hi need a vat invoice for order AA-77989 quick for my compnay expenses please send over asap ben","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-77989","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM963878517734","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, you can easily download your VAT invoice directly from your account! Just head to Orders, select order AA-77989, and click \"Download invoice.\"","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to download their VAT invoice in accordance with policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-101","hc-108"]}]},"after":{"reply":"Hi Ben,\n\nYou can download the VAT invoice for order AA-77989 directly from your account. Simply go to Orders, select order AA-77989, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guided the customer on how to download their VAT invoice in accordance with policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-77989"},"output":{"ok":true,"order":{"order_id":"AA-77989","status":"delivered","country":"UK","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM963878517734","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-email"]}]}},{"id":"T-1092","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Omar Larsen","country":"US","subject":"Second request: changing account email address","body":"I am writing to you again because I still have not had this resolved. I need to change the email address linked to my account to my new work address. Please update it as soon as possible.\n\nOmar","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Omar, you can easily update your email address yourself directly in your account! Just go to Account > Profile > Email, enter your new work email address, and we'll send a confirmation link to that address to finalize the change.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address in accordance with policy [ACC-3].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"Hi Omar, you can update your email address directly in your account settings. Go to Account > Profile > Email, enter your new email address, and click save. We will then send a confirmation link to that new address—simply click the link to confirm and complete the update.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address in Account > Profile > Email and confirm via the verification link, matching policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-password"]}]}},{"id":"T-1093","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Felix Tanaka","country":"US","subject":"","body":"Hello. I noticed that the Android app crashes the moment it opens ever since the last update. I am currently running version 4.2.0. Thank you for looking into this.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Felix, thanks for reaching out. We don't currently have troubleshooting steps for this specific Android crash in our help center, so I'm passing this over to our support team to investigate and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-121"]}]},"after":{"reply":"Thank you for reaching out, Felix. This issue has been resolved in a newer release. Please head to Google Play and update the Alder & Ash app to version 4.2.1, which will resolve the crash on launch.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly identifies the known bug and resolution per policy and gives the customer the clear next step to update via Google Play.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1094","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Kofi Patel","country":"US","subject":"","body":"I'm in the US and need a jacket for a trip this weekend. How fast is express shipping and how much does it cost?","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Express shipping is $15 (or free for Ash Club members). However, our articles don't specify the exact delivery timeframe for express shipping to confirm if it will arrive before the weekend. I'm connecting you with our support team to get that sorted out for you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"Express shipping within the US takes 1-2 business days and costs $18. If you are an Ash Club member, express shipping is free.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the US express shipping timeframe and cost in full accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-care","kb-damaged"]}]}},{"id":"T-1095","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Daniel Reyes","country":"US","subject":"","body":"If order AA-26879 is not sorted today, I am filing a chargeback and dispute with my bank.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-26879","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z764834560187","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm really sorry to hear about the trouble with your order AA-26879. I am connecting you with our support team right now so someone can look into this for you immediately.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Daniel. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1096","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Samuel Nguyen","country":"US","subject":"Refund still missing for order AA-83920","body":"This is the second time I am reaching out about the refund for order AA-83920 for the Cairn Beanie, and I am furious that this still hasn't been dealt with. I want to speak to a real person, not a bot.\n\nSamuel","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-83920","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z422705250476","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Samuel, I understand your frustration and I'm very sorry for the delay with your refund for order AA-83920. I am handing this over to a member of our support team right now so they can personally review your order and get this sorted out for you as quickly as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Samuel. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1097","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Yuki Fischer","country":"EU","subject":"","body":"Hello. Under GDPR regulations, could you please provide me with a copy of all the personal data you currently hold on me? Thank you.","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Yuki, I'd be happy to help with this. Because fulfilling a GDPR data request requires action from our support team, I'm transferring your request to them now. A team member will follow up with you shortly with your personal data.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113"]}]},"after":{"reply":"Thanks, Yuki. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1098","split":"dev","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Tomas Hughes","country":"US","subject":"Shipping question for US order","body":"Hi there,\n\nI'm putting together an order here in the US and currently have $71 in my cart. Is shipping free on this, or what is the minimum spend to qualify for free shipping?\n\nThanks,\nTomas","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Tomas,\n\nYes, standard shipping will be free for your order! We offer free standard shipping on all US orders over $50.\n\nLet us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that standard shipping is free on orders over $50, whereas policy specifies free US shipping is only for orders over $75.","quote":"We offer free standard shipping on all US orders over $50."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-110","hc-108"]}]},"after":{"reply":"Hi Tomas,\n\nStandard US shipping is free on orders over $75. Since your cart is currently at $71, standard shipping would cost $6.95 unless you add another $4 or more to meet the $75 threshold. Standard delivery takes 3-5 business days once shipped.\n\nAlternatively, Ash Club members receive free express shipping (1-2 business days) with no minimum spend.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the free shipping threshold and cost according to policy, accurately answering the customer's question.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-tracking","kb-club"]}]}},{"id":"T-1099","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Ethan Moreau","country":"US","subject":"","body":"Hello, since the last update my Android app is crash the moment it opens. The version is 4.2.0.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Ethan, thanks for reaching out. I'm sorry to hear your Android app is crashing! We don't currently have troubleshooting details for this specific issue in our help center, so I am handing this over to our support team so they can investigate and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118"]}]},"after":{"reply":"To resolve this issue, please update your app to version 4.2.1 from the Google Play Store, which fixes the crash on launch.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1100","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Tomas Romano","country":"CA","subject":"Return inquiry for Scree Trail Pants (order AA-12994)","body":"Hello Alder & Ash team,\n\nI am writing because I need to return the Scree Trail Pants from my order AA-12994 to get a refund. I received the parcel about 4 weeks ago, but unfortunately the pants just do not fit me right. They have never been worn out at all and still have all the original tags attached to them, so they are completely fresh. Could you let me know how to send them back for the refund?\n\nBest regards,\nTomas","gold":"Eligible: delivered 2026-10-17 (24 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $98.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-12994","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"Canada Post","tracking":"CP076350662099","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas,\n\nThanks for reaching out! Since your Scree Trail Pants are unworn with tags attached and within the 30-day return window, they are eligible for a return and refund to your original payment method.\n\nI’ve passed your request along to our support team so they can generate and send you a prepaid return shipping label for order AA-12994. A team member will follow up with your label shortly. Once we receive your return, please allow up to 14 days for the refund to be processed.\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-102","hc-101"]}]},"after":{"reply":"Hello Tomas,\n\nYour return for the Scree Trail Pants (Order AA-12994) has been started under RMA-1205D3. Because the item is unworn with tags attached and within the 30-day window from its October 17, 2026 delivery date, it is eligible for a refund.\n\nHere is how to proceed:\n1. Your prepaid return shipping label has been e-mailed to you. (You can also find it under Orders > select order AA-12994 > Start a return).\n2. Affix the label to your package and send it back to us. Please note that for orders returned from Canada, a $7.95 label fee will be deducted from your $98.00 refund.\n3. Once your return reaches our warehouse, your refund will be issued within 2 business days to your original payment method. After it is issued, your bank typically takes 5–10 business days to post the funds to your account.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verifies return eligibility under policy, explains the Canadian return label fee deduction, outlines refund timing, and provides concrete instructions.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-12994"},"output":{"ok":true,"order":{"order_id":"AA-12994","status":"delivered","country":"CA","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"Canada Post","tracking":"CP076350662099","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":24,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-12994","reason":"change_of_mind"},"output":{"order_id":"AA-12994","item":"Scree Trail Pants","amount":98.0,"final_sale":false,"days_since_delivery":24,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-1205D3","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-damaged","kb-tracking"]}]}},{"id":"T-1101","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Samuel Ibrahim","country":"US","subject":"","body":"hello, I see charge $8 for Ash Club but I thought membership is $6. which one is right?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hello Samuel! The current price for Ash Club membership is $8 per month. The $6 per month rate was our previous pricing, so your $8 charge is correct. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"invented","reason":"The bot fabricates that $6 per month was previous pricing, which is not mentioned anywhere in policy or records.","quote":"The $6 per month rate was our previous pricing, so your $8 charge is correct."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-121"]}]},"after":{"reply":"Ash Club costs $8 per month, so the $8 charge is correct. The membership includes free express shipping and 10% off full-price items. If you ever wish to cancel, you can do so at any time by going to Account > Membership. Your benefits will continue until the end of the monthly billing period you paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms that Ash Club costs $8 per month according to policy and accurately explains the benefits and cancellation details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"charge_lookup","input":{"order_id":null},"output":{"ok":false,"error":"no charges found for this customer"}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-club","kb-giftcards","kb-app"]}]}},{"id":"T-1102","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Ben Costa","country":"US","subject":"","body":"Hey there, so I usually do all my shopping on my phone while I'm on the go, but ever since I did the latest update on my phone the Android app just crashes immediately the second it opens up. I literally can't even get to the home screen before it kicks me out. It's version 4.2.0.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"I'm sorry to hear that the Android app is crashing on you! We don't currently have a documented fix for this specific issue, so I'm handing this over to our support team so they can investigate and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-103","hc-121"]}]},"after":{"reply":"To resolve the crashing issue, please update your Alder & Ash Android app to version 4.2.1 from the Google Play Store. This update includes a fix for the crash on launch that occurs with version 4.2.0.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the known bug and advised updating to version 4.2.1 via Google Play per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-refund-timing","kb-double-charge","kb-not-received"]}]}},{"id":"T-1103","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Marco Meyer","country":"US","subject":"warranty larch parka","body":"hi quick question befor buying the larch insulated parka. what waranty does it have? thx marco","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Marco, our products, including the Larch insulated parka, carry a 2-year warranty against manufacturing defects. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately states the 2-year warranty policy against manufacturing defects and answers the customer's question directly.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hi Marco,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nIf you ever encounter a manufacturing defect, items are eligible for a direct refund or replacement within 90 days of delivery. After 90 days (up to the 2-year mark), our warranty team handles claims directly.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the inquiry regarding the warranty policy in accordance with HOW-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty"]}]}},{"id":"T-1104","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Felix Keller","country":"US","subject":"Order AA-94875 marked delivered but missing","body":"Tracking for order AA-94875 claims it was delivered, but absolutely nothing has arrived. I have already gone around and checked with my neighbours, and no one has it. Where is my package?\n\nFelix","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-94875","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z262248040634","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix,\n\nI'm sorry to hear your package hasn't arrived! In addition to checking with neighbors, please take a quick look around your property in case it was placed in an unusual spot. If it still can't be found, please contact the carrier directly to file a claim.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-117"]}]},"after":{"reply":"Thanks, Felix. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-94875. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":["not_received"]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-94875"},"output":{"ok":true,"order":{"order_id":"AA-94875","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z262248040634","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1105","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Noah Fischer","country":"US","subject":"","body":"im in the us and need a jacket for trip this weekend how fast is express shipping and how much","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Express shipping is $15 (or free for Ash Club members). However, our articles don't specify the exact delivery timeframe for express shipping specifically, only that standard US orders arrive in 3–5 business days. I'm connecting you with our support team so they can confirm whether your order will arrive in time for your weekend trip!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"For US orders, express shipping takes 1-2 business days and costs $18 (or it is free if you are an Ash Club member).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the US express shipping timeframe and cost in full alignment with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-care","kb-damaged"]}]}},{"id":"T-1106","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Chloe Lindqvist","country":"US","subject":"Package not moving AA-46018","body":"Hello, my order AA-46018 was shipped ages ago, but the tracking is not moving for over a week now. I am very worried that it is lost.\n\nChloe","gold":"Tracking last updated 2026-11-01 (9 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-46018","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z522121238205","ordered":"2026-10-24","shipped":"2026-10-25","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe,\n\nI understand your concern about your order AA-46018 not showing any movement. Since our tracking articles don't address stalled shipments, I'm passing this over to our support team so they can investigate what's happening with the carrier and assist you further.\n\nA team member will follow up with you as soon as possible!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-106"]}]},"after":{"reply":"Thanks, Chloe. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-46018. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-46018"},"output":{"ok":true,"order":{"order_id":"AA-46018","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z522121238205","ordered":"2026-10-24","shipped":"2026-10-25","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":9,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1107","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Leila Kowalski","country":"US","subject":"Rain jacket not waterproof anymore","body":"My rain jacket has completely stopped beading water. How am I supposed to wash it and make it waterproof again?\n\nLeila","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Leila,\n\nTo wash your waterproof jacket, hand wash it in cold water. Never tumble dry it; instead, hang it to dry away from direct heat.\n\nAs for restoring the jacket's water-repellent finish, our help center doesn't have specific instructions on re-waterproofing, so I'm passing your message to our support team to assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Leila,\n\nTo restore your jacket's water-repellent performance, wash it using a technical wash, then tumble dry it on low heat for 20 minutes. The heat from the dryer reactivates the durable water-repellent (DWR) coating so it can bead water again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the exact re-waterproofing instructions per policy [HOW-2].","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1108","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Nora Novak","country":"US","subject":"package not here AA-80848","body":"hi tracking says delivered for order AA-80848 but nothings here. already checked with neighbours and no one has it. please help quick\nnora","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-80848","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z027999447942","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":"2026-11-07","return_received":null,"refund_issued":null},"before":{"reply":"Hi Nora,\n\nI'm sorry to hear that you haven't received your package! Since you've already checked with your neighbors, please also be sure to check around your property. If it still can't be found, you will need to contact the carrier directly to file a claim.\n\nBest regards,\nSupport Team","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-117","hc-101"]}]},"after":{"reply":"Thanks, Nora. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-80848. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":["not_received"]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-80848"},"output":{"ok":true,"order":{"order_id":"AA-80848","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z027999447942","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":"2026-11-07","return_received":null,"refund_issued":null,"days_since_delivery":3,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1109","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Anna Okafor","country":"US","subject":"Security issue at checkout - someone else's address","body":"I am writing to you again because this is a serious issue that still hasn't been resolved. When I went to checkout, my saved address displayed a completely different person's name and street address. Please explain what is going on.\n\nAnna","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Anna, thank you for bringing this to our attention. Because this involves an account and security concern that requires investigation by our team, I am escalating this to our support team right away so they can look into what happened and help resolve this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-104"]}]},"after":{"reply":"Thanks, Anna. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1110","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Emma Patel","country":"US","subject":"","body":"hi us customer here need jacket for weekend trip how much is express shipping and how fast does it come","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Emma! Express shipping is $15 (or free if you're an Ash Club member). While our articles note that US orders generally arrive in 3-5 business days, we don't have a specific timeframe listed for express delivery. Would you like me to connect you with our support team to see if it will arrive in time for your trip?","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"$15","detail":"$15 express shipping (stale)"},{"name":"States $18 express","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states express shipping is $15 and that there is no specific timeframe listed, contradicting the policy stating it costs $18 and takes 1-2 business days.","quote":"Express shipping is $15 (or free if you're an Ash Club member)."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"For US customers, Express shipping takes 1-2 business days and costs $18 (or is free if you are an Ash Club member).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and completely answers the customer's questions about the cost and delivery timeframe of express shipping in the US according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-app","kb-club","kb-care"]}]}},{"id":"T-1111","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Ben Bennett","country":"US","subject":"Refund for AA-66243","body":"Sent back the Cairn Beanie from order AA-66243 over a week ago and there is still no refund on my card. Where is the money?\n\nBen","gold":"Return received 2026-11-07; refund of $28.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-66243","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z335739035494","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08"},"before":{"reply":"Hi Ben, thanks for reaching out. Once we receive your return at our facility, please allow up to 14 days for your refund to be processed. If it has been more than 14 days since your package arrived with us, please let us know so we can look into it for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy of 14 days for refund processing instead of the policy's 2 business days, and fails to check records showing the refund has already been issued.","quote":"Once we receive your return at our facility, please allow up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Ben,\n\nWe received your returned Cairn Beanie on November 7, 2026, and your refund was issued on November 8, 2026. \n\nOnce a refund is issued, banks typically take 5 to 10 business days to process and display the funds in your account. Please keep an eye on your bank statement over the next few business days for the credit to appear.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer when the return was received, when the refund was issued, and explains the 5-10 business days processing timeframe for banks.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-66243"},"output":{"ok":true,"order":{"order_id":"AA-66243","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z335739035494","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08","days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-refund-timing","kb-returns"]}]}},{"id":"T-1112","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Theo Romano","country":"US","subject":"","body":"Hello, I received the Switchback Rain Jacket from order AA-58003 9 days ago, but a seam is already coming apart. Could I please get a refund or a replacement for it?","gold":"Defective within 90 days of delivery (2026-11-01): refund $139.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-58003","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z315863218102","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry to hear that the seam is coming apart on your Switchback Rain Jacket! Since this involves a defective item and getting a refund or replacement processed for your order, I'm passing your request over to our support team so they can help resolve this for you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-109"]}]},"after":{"reply":"I'm sorry to hear about the defective seam on your Switchback Rain Jacket. Because the item is defective, a full refund of $139.00 has been issued to your original payment method (Refund ID: RF-6A3D86), and no return is needed. Your bank should reflect the refund within 5–10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the defective item within 90 days, processed the full refund without requiring a return as per policy RET-3, and accurately stated the timeline for funds to appear.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-58003"},"output":{"ok":true,"order":{"order_id":"AA-58003","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z315863218102","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":9,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-58003","reason":"defective"},"output":{"order_id":"AA-58003","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":9,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-6A3D86","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-refund-timing","kb-tracking","kb-not-received","kb-returns"]}]}},{"id":"T-1113","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Clara Brooks","country":"US","subject":"Delivery address update for order AA-70191","body":"Hi there,\n\nI recently moved flats and need to change the delivery address on order AA-70191. I'm not sure if it has shipped yet, so please let me know if updating the address is still possible.\n\nThank you,\nClara","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z818071860010.","order":{"order_id":"AA-70191","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z818071860010","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara,\n\nUnfortunately, we are unable to change the shipping address once an order has been placed.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that shipping addresses cannot be changed once an order is placed (policy allows changes while processing) and fails to inform the customer that the order has already shipped or that they can redirect it via the carrier.","quote":"Unfortunately, we are unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Hi Clara,\n\nYour order AA-70191 has already shipped (shipped on November 9, 2026) and is currently in transit, so we are unable to change the delivery address on our end.\n\nHowever, you can contact the carrier directly to request a package redirect using your shipment details:\n- Carrier: UPS\n- Tracking Number: 1Z818071860010\n\nPlease visit the UPS website or contact UPS customer support with your tracking number to arrange for the package to be redirected to your new address.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informed the customer that the order has shipped and cannot be changed by Alder & Ash, and provided the carrier and tracking details with instructions to request a redirect.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-70191"},"output":{"ok":true,"order":{"order_id":"AA-70191","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z818071860010","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-email","kb-tracking","kb-damaged"]}]}},{"id":"T-1114","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Rosa Kowalski","country":"US","subject":"Second request: Refund for damaged jacket (AA-27637)","body":"I am writing again because I have not gotten this sorted out. The Fjell Softshell ($159) from order AA-27637 arrived damaged with a torn hood seam when I received it 12 days ago. I want my refund processed.\n\nRosa","gold":"Eligible, but the refund ($159.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-27637","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z744954511263","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Rosa, I'm sorry to hear about the damaged Fjell Softshell and that this hasn't been sorted out yet. Because our policy asks for damaged items to be reported within 7 days of delivery, and processing your refund requires an account review, I am handing your request over to our support team so they can assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-105","hc-101"]}]},"after":{"reply":"Thanks, Rosa. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-27637. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-27BA0E. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-27637"},"output":{"ok":true,"order":{"order_id":"AA-27637","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z744954511263","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":12,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-27637","reason":"defective"},"output":{"order_id":"AA-27637","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":12,"reason":"defective","decision":"approval_requested","rule":"RET-3 defective within 90 days: refund, no return needed; RET-6 above $150 needs a team member","approval_id":"APR-27BA0E","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1115","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Mia Meyer","country":"US","subject":"Cancelling Ash Club membership - following up","body":"I am asking once again to cancel my Ash Club membership. Could someone please confirm the cancellation and let me know whether I get money back for the rest of this month?\n\nMia","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Mia, thanks for following up. I have escalated your request to our support team so they can process your Ash Club cancellation and follow up with you directly regarding any refund for the remainder of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. Regarding your refund question, there are no partial refunds for Ash Club; your membership benefits will remain active until the end of the month you have already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains how to cancel the membership, clarifies that there are no partial refunds, and details how long benefits remain active, fully adhering to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1116","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Tomas Okafor","country":"US","subject":"Need to update my account email","body":"I need to update the email address on my account to my new work address. Why does this have to be so difficult to get done?\n\nTomas","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Tomas,\n\nUpdating your email address is easy to do right from your account! Just go to Account > Profile > Email, and enter your new address. We will then send a confirmation link to that new email to complete the update.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the exact steps required by policy to update the account email address.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-103"]}]},"after":{"reply":"Hi Tomas,\n\nYou can easily update your email address directly in your account settings. Here are the steps:\n\n1. Go to Account > Profile > Email.\n2. Enter your new work email address.\n3. Check your new inbox and click the confirmation link we send to complete the change.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address in accordance with policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-damaged"]}]}},{"id":"T-1117","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Lucas Fischer","country":"US","subject":"Gift card question","body":"Hi Alder & Ash team,\n\nI got a gift card two years ago and was wondering if it still works? \n\nThanks,\nLucas","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Lucas,\n\nOur gift cards expire 12 months after purchase, so a gift card from two years ago would unfortunately no longer be valid. \n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that gift cards expire after 12 months, contradicting policy which specifies they never expire.","quote":"Our gift cards expire 12 months after purchase, so a gift card from two years ago would unfortunately no longer be valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124","hc-113"]}]},"after":{"reply":"Hi Lucas,\n\nYes, your gift card will still work! Alder & Ash gift cards never expire, so you are free to use it whenever you're ready at checkout (please note that gift cards cannot be used toward an Ash Club membership).\n\nLet us know if you need help with anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-address","kb-double-charge","kb-club"]}]}},{"id":"T-1118","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Lena Lindqvist","country":"US","subject":"Tarn Fleece zip issue - AA-58863","body":"Hi,\n\nI bought the Tarn Fleece about 13 months ago on order AA-58863, and the main zip just failed. Could you let me know if this kind of issue is covered?\n\nBest,\nLena","gold":"Defect after 90 days (415 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-58863","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z058014944096","ordered":"2025-09-16","shipped":"2025-09-17","delivered":"2025-09-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena,\n\nThanks for reaching out! I don't have information on our warranty coverage for the Tarn Fleece, so I'm handing your request over to our support team. A team member will follow up with you shortly regarding your order AA-58863.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-108","hc-110"]}]},"after":{"reply":"Thanks, Lena. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-58863. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-58863"},"output":{"ok":true,"order":{"order_id":"AA-58863","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z058014944096","ordered":"2025-09-16","shipped":"2025-09-17","delivered":"2025-09-21","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":415,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-58863","reason":"defective"},"output":{"order_id":"AA-58863","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":415,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1119","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Lucas Walsh","country":"US","subject":"charget but no email","body":"hi my card got chargd $139.00 today but i didnt get any confirmaton email so idk my order number. did the order go thru? sending this from lucas.walsh41@mail.example\n\nlucas","gold":"Yes: order AA-29592 (Switchback Rain Jacket) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-29592","status":"processing","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas, thanks for reaching out. I'm sorry to hear you haven't received your confirmation email yet! Because I can't look up your transaction directly, I'm passing this over to our support team so they can verify your charge, confirm whether your order went through, and provide your order details. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-112"]}]},"after":{"reply":"Hi Lucas, yes, your order went through successfully! Your order number is AA-29592 for the Switchback Rain Jacket ($139.00), placed on November 10, 2026. The order is currently processing. If you need to verify or update the email address on your account to ensure you receive future updates, you can go to Account > Profile > Email, enter your preferred address, and confirm it via the verification link sent to your inbox.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the order went through, provides the order number, details, status, and helpful instructions on checking/updating account email.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-29592","status":"processing","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-tracking","kb-address","kb-double-charge"]}]}},{"id":"T-1120","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Marco Nguyen","country":"US","subject":"Address change for order AA-53201","body":"Hello,\n\nI recently moved flats and would like to change the delivery address for order AA-53201. I am not sure if it has shipped yet, but please let me know if the change can be made.\n\nBest regards,\nMarco","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z181265189902.","order":{"order_id":"AA-53201","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z181265189902","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco,\n\nUnfortunately, we are unable to change the shipping address once an order has been placed.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that shipping addresses cannot be changed once an order has been placed, contradicting the policy that address changes are possible while processing, and fails to inform the customer that the order has already shipped or provide carrier redirect options.","quote":"Unfortunately, we are unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Hello Marco,\n\nYour order AA-53201 has already shipped (shipped on November 9, 2026 via UPS) and is currently in transit, so we are unable to change the shipping address on our end.\n\nHowever, you can contact the carrier directly to request a redirect using your tracking number: UPS tracking number 1Z181265189902.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, explained that the address cannot be changed by Alder & Ash, and provided the carrier redirect instructions with the tracking number in accordance with SHP-6.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-53201"},"output":{"ok":true,"order":{"order_id":"AA-53201","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z181265189902","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-email","kb-returns"]}]}},{"id":"T-1121","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Ben Patel","country":"US","subject":"Refund request - AA-84985","body":"I received order AA-84985 8 days ago and want a refund for the Fjell Softshell ($159). Changed my mind and it has never been worn.\n\nBen","gold":"Eligible, but the refund ($159.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-84985","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z055407824150","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben,\n\nThanks for reaching out! You're well within our 60-day return window, and we'd be happy to help you return the unworn Fjell Softshell for a full refund.\n\nI've passed your request to our support team so they can generate and send you a prepaid return shipping label. Once our warehouse receives your returned item, please allow up to 14 days for your refund to be processed.\n\nA team member will follow up with your label shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-109"]}]},"after":{"reply":"Thanks, Ben. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-84985. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-A19D0B. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-84985"},"output":{"ok":true,"order":{"order_id":"AA-84985","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z055407824150","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":8,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-84985","reason":"change_of_mind"},"output":{"order_id":"AA-84985","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":8,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-A19D0B","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1122","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Priya Haddad","country":"US","subject":"Return inquiry for order AA-72832","body":"Hi there,\n\nI received my order AA-72832 16 days ago, but unfortunately the Cirque Down Vest ($169) arrived damaged with a torn hood seam. I would like to request a refund for this item. Thanks so much for your help!\n\nBest,\nPriya","gold":"Eligible, but the refund ($169.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-72832","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z192059917668","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya,\n\nI'm so sorry to hear that your Cirque Down Vest arrived with a torn seam! Our policy typically asks for damaged items to be reported with photos within 7 days of delivery. Because it has been 16 days, I'm passing your request over to our support team so they can review your case and help find a resolution for you. A team member will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-101","hc-103"]}]},"after":{"reply":"Thanks, Priya. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-72832. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-4BA0D1. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-72832"},"output":{"ok":true,"order":{"order_id":"AA-72832","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z192059917668","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":16,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-72832","reason":"defective"},"output":{"order_id":"AA-72832","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":16,"reason":"defective","decision":"approval_requested","rule":"RET-3 defective within 90 days: refund, no return needed; RET-6 above $150 needs a team member","approval_id":"APR-4BA0D1","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1123","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Lena Fischer","country":"US","subject":"Order confirmation missing","body":"My card was charged $139.00 today but I haven't received a confirmation email. Was my order placed?\n\nLena","gold":"Yes: order AA-75580 (Switchback Rain Jacket) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-75580","status":"processing","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena,\n\nThanks for reaching out! Since your card was charged and you haven't received a confirmation email, I am passing this over to our support team so they can look into your account and verify your order right away.\n\nA team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-112","hc-110"]}]},"after":{"reply":"Hi Lena,\n\nYes, your order went through successfully! Order AA-75580 for the Switchback Rain Jacket ($139.00) was placed on November 10, 2026, and is currently processing. Tracking information and carrier details will be generated once it ships.\n\nIf you need to check or update the email address on your account to ensure you receive future shipping notifications, you can go to Account > Profile > Email, enter your preferred address, and confirm it via the verification link sent to your inbox.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately confirms that the order was placed and is processing, citing correct details and providing helpful next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-75580","status":"processing","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-not-received","kb-double-charge","kb-tracking","kb-email"]}]}},{"id":"T-1124","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Elena Bennett","country":"US","subject":"broken zip tarn fleece aa-85173","body":"hi the zip on my tarn fleece from order AA-85173 broke on the secnd use. got it 26 days ago, can i get a refund or replacment pls?\n\nelena","gold":"Defective within 90 days of delivery (2026-10-15): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-85173","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z354259284687","ordered":"2026-10-10","shipped":"2026-10-11","delivered":"2026-10-15","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena, I'm sorry to hear that the zipper broke on your Tarn Fleece! Since the item has been worn and appears to be damaged/defective, I'm passing your request over to our support team so they can help arrange a replacement or refund for your order AA-85173. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-125"]}]},"after":{"reply":"Hi Elena,\n\nI am sorry to hear that the zipper on your Tarn Fleece broke. Because the item developed a defect within 90 days of delivery, you are eligible for a full refund without needing to return the fleece.\n\nA refund of $89.00 has been issued to your original payment method (Refund Reference: RF-40EABB). Please allow 5 to 10 business days for your bank to process and reflect the funds on your account.\n\nLet us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-85173"},"output":{"ok":true,"order":{"order_id":"AA-85173","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z354259284687","ordered":"2026-10-10","shipped":"2026-10-11","delivered":"2026-10-15","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":26,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-85173","reason":"defective"},"output":{"order_id":"AA-85173","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":26,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-40EABB","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-refund-timing","kb-returns","kb-damaged"]}]}},{"id":"T-1125","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Tomas Costa","country":"US","subject":"return summit daypack aa-15982","body":"hi bought the summit 28l daypack in clearnce sale order AA-15982 but doesnt fit, want to send back for refund how do i do this\n\ntomas","gold":"Not returnable: the Summit 28L Daypack on AA-15982 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-15982","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z426055656439","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, thanks for reaching out. Items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached. Since you've provided your order number (AA-15982), I'm handing this over to our support team so they can generate and send your return shipping label. Someone will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Tomas,\n\nThank you for reaching out. Your Summit 28L Daypack from order AA-15982 was purchased as a clearance item marked Final Sale. Under our return policy, final-sale items cannot be returned or refunded unless they arrive damaged or develop a defect. Because of this, the daypack is not eligible for a return or refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informed the customer that the final-sale clearance item is not eligible for return or refund under store policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-15982"},"output":{"ok":true,"order":{"order_id":"AA-15982","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z426055656439","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":12,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-15982","reason":"change_of_mind"},"output":{"order_id":"AA-15982","item":"Summit 28L Daypack","amount":119.0,"final_sale":true,"days_since_delivery":12,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-returns","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1126","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Omar Haddad","country":"US","subject":"Still waiting on refund for AA-53091","body":"I am writing again because I sent back the Cairn Beanie from order AA-53091 over a week ago and there is still no refund on my card. Where is my money?\n\nOmar","gold":"Return received 2026-11-03; refund of $28.00 issued 2026-11-04 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-53091","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z475580878701","ordered":"2026-10-14","shipped":"2026-10-15","delivered":"2026-10-19","last_scan":null,"return_received":"2026-11-03","refund_issued":"2026-11-04"},"before":{"reply":"Hi Omar,\n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed back to your card. Since it has been about a week since you sent it back, it may still be in transit or currently being processed by our team.\n\nIf 14 days have passed since your return arrived and you still don't see the refund, please let us know and we'll be happy to look into it for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy timeframe of 14 days and fails to state that the return was already received and refunded on 2026-11-04.","quote":"Once we receive your returned item, please allow up to 14 days for your refund to be processed back to your card."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-109","hc-101"]}]},"after":{"reply":"Hi Omar,\n\nYour return for order AA-53091 was received at our warehouse on November 3, 2026, and your refund of $34.95 was issued on November 4, 2026.\n\nOnce a refund is issued, banks typically take 5 to 10 business days to process and post the credit to your account. Please check your bank statement within that 5–10 business day window from November 4. If the funds do not appear after 10 business days, please reach back out to us or contact your bank directly to trace the transaction.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot stated the refund amount was $34.95 instead of the item price of $28.00, as original shipping fees are not refunded on returns.","quote":"Your return for order AA-53091 was received at our warehouse on November 3, 2026, and your refund of $34.95 was issued on November 4, 2026."},"outcome":"false_resolution","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-53091"},"output":{"ok":true,"order":{"order_id":"AA-53091","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z475580878701","ordered":"2026-10-14","shipped":"2026-10-15","delivered":"2026-10-19","last_scan":null,"return_received":"2026-11-03","refund_issued":"2026-11-04","days_since_delivery":22,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-damaged","kb-refund-timing"]}]}},{"id":"T-1127","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Sofia Lindqvist","country":"US","subject":"Order status inquiry","body":"My card was charged $229.00 today but I received no confirmation email. Did my order go through?\n\nSofia","gold":"Yes: order AA-14552 (Ridgeline Shell Jacket) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-14552","status":"processing","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Sofia,\n\nThanks for reaching out! Since you were charged but haven't received a confirmation email, I am passing your request over to our support team so they can check your account and confirm whether your order went through. Someone will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-112","hc-109"]}]},"after":{"reply":"Hi Sofia,\n\nYes, your order went through successfully! We have received order AA-14552 placed on November 10, 2026, for the Ridgeline Shell Jacket ($229.00).\n\nYour order is currently processing. As soon as it ships, you will receive an email update with your carrier and tracking number. You can also view your order details anytime by logging into your account.\n\nIf you need to check or update the email address on file, you can go to Account > Profile > Email, enter your preferred address, and click the confirmation link sent to it.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the order went through, provides the order details and status, and gives appropriate next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-14552","status":"processing","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-double-charge","kb-not-received","kb-tracking"]}]}},{"id":"T-1128","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Samuel Haddad","country":"US","subject":"Order AA-85006","body":"Hello,\n\nI am contacting you regarding order AA-85006. Unless this matter is sorted out today, I will be filing a dispute and chargeback with my bank.\n\nThank you,\nSamuel","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-85006","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z718733748286","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Samuel,\n\nI'm so sorry to hear that you're having an issue with your order AA-85006. I have handed this over to our support team so a representative can look into this for you right away and help resolve it today.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Samuel. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"other","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1129","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Elena Lindqvist","country":"CA","subject":"shipping to toronto?","body":"hi thinking of geting a jacket, im in canada (toronto) how long does standard shippig take?\n\nelena","gold":"Standard shipping to Canada: 5-8 business days.","order":null,"before":{"reply":"Hi Elena,\n\nThanks for reaching out! For international orders shipping to Canada, delivery usually takes 7-14 business days, depending on customs.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"7-14 business days","detail":"7-14 business days international (stale)"},{"name":"States 5-8 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to Canada takes 5-8 business days per policy [SHP-1], not 7-14 business days.","quote":"For international orders shipping to Canada, delivery usually takes 7-14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-120"]}]},"after":{"reply":"Hi Elena,\n\nStandard shipping to Canada takes 5 to 8 business days.\n\nPlease let us know if you have any questions about sizing or placing your order!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the shipping duration question for Canada per policy SHP-1.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-care","kb-address","kb-sizing"]}]}},{"id":"T-1130","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Omar Ibrahim","country":"UK","subject":"","body":"Hello, I am thinking of ordering a jacket and live in the UK (Leeds). Could you please let me know how long standard shipping takes?","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Omar! International orders, including those to the UK, usually arrive within 7 to 14 business days, depending on customs. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 4-7 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to the UK takes 4-7 business days per policy [SHP-1], not 7 to 14 business days.","quote":"International orders, including those to the UK, usually arrive within 7 to 14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-120"]}]},"after":{"reply":"Standard shipping to the UK takes 4–7 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 4-7 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the shipping inquiry per policy without any errors or missing information.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-care","kb-refund-timing","kb-address"]}]}},{"id":"T-1131","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Daniel Keller","country":"US","subject":"Question about Cairn Beanie zipper (AA-90158)","body":"Hi there! I bought the Cairn Beanie from order AA-90158 about 5 months ago, and the main zip just failed on it. Could you let me know if this is covered? Thanks so much, Daniel","gold":"Defect after 90 days (158 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-90158","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z208790414879","ordered":"2026-05-31","shipped":"2026-06-01","delivered":"2026-06-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel, thanks for reaching out! I'm sorry to hear that the zipper on your Cairn Beanie failed. I don't have information on our warranty policy in my current resources, so I'm handing this over to our support team. A team member will follow up with you shortly to help get this sorted out!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-108"]}]},"after":{"reply":"Thanks, Daniel. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-90158. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-90158"},"output":{"ok":true,"order":{"order_id":"AA-90158","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z208790414879","ordered":"2026-05-31","shipped":"2026-06-01","delivered":"2026-06-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":158,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-90158","reason":"defective"},"output":{"order_id":"AA-90158","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":158,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1132","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Yuki Novak","country":"US","subject":"promo code not working site broke???","body":"hi trying to checkout and code WELCOME10 keeps saying invalid. i have a clearance item in my cart and also tried putting a second code in. is your site broken? yuki","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Yuki,\n\nOur site isn't broken, but there are two reasons your code isn't working:\n\n1. Only one promo code can be applied per order.\n2. Clearance items are final sale, and promo codes cannot be applied to final-sale items.\n\nIf you remove the clearance item or the extra code, your valid promo code should apply to eligible full-price items at checkout. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes, addresses both clearance items and attempting to use multiple codes, and gives actionable advice to resolve the issue.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hi Yuki, our site isn't broken! Promo codes cannot be combined with other offers, and only one code can be applied per order. Additionally, promo codes do not apply to clearance or final-sale items. That is why you are seeing the 'invalid code' message. To use WELCOME10, please make sure you are only applying that single code to an order containing eligible, non-clearance items at checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the promo code policy regarding single code usage and final-sale/clearance restrictions, confirming the site is not broken and providing next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-app","kb-damaged","kb-returns"]}]}},{"id":"T-1133","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"chat","name":"Sofia Romano","country":"US","subject":"","body":"bank app shows two charges of $54.95 for order AA-94788 please refund one of them asap","gold":"One charge of $54.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-94788","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z575650789737","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hello Sofia, I'm sorry to hear that you were charged twice for your order AA-94788. I'm passing this over to our support team right away so they can look into the duplicate charge and issue your refund.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-103","hc-117"]}]},"after":{"reply":"I checked order AA-94788 and our records show one posted charge of $54.95 and one pending authorization of $54.95 from 2026-11-09. Because the second charge is only a temporary pending authorization rather than a posted charge, there is nothing to refund—it will automatically drop off your account within 3–5 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that one charge is posted and the other is a pending authorization that will drop off in 3-5 business days, matching policy and records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-94788"},"output":{"ok":true,"order":{"order_id":"AA-94788","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z575650789737","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-94788"},"output":{"ok":true,"orders":[{"order_id":"AA-94788","charges":[{"amount":54.95,"date":"2026-11-09","state":"posted"},{"amount":54.95,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-refund-timing","kb-returns","kb-tracking"]}]}},{"id":"T-1134","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Elena Patel","country":"US","subject":"","body":"Hello. My rain jacket isn't beading water anymore. Could you please advise on how to wash it and make it waterproof again?","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"To wash your waterproof jacket, hand wash it in cold water and hang it to dry away from direct heat—never tumble dry it. As for restoring its water repellency, our guide doesn't cover re-waterproofing steps, so I'm connecting you with our support team to help you with that and explore our lifetime guarantee!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-121","hc-115"]}]},"after":{"reply":"To wash your jacket and restore its water repellency, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat from the dryer reactivates the durable water-repellent (DWR) coating.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the exact re-waterproofing instructions according to company policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-club"]}]}},{"id":"T-1135","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"chat","name":"Felix Patel","country":"US","subject":"","body":"my bank app shows two charges of $34.95 for order AA-23385, need one refunded please","gold":"One charge of $34.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-23385","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z395889749374","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix, I'm sorry to hear about the duplicate charge on order AA-23385. I'm handing this over to our support team right now so they can review the charges and process your refund as quickly as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-117","hc-124"]}]},"after":{"reply":"I checked order AA-23385, and only one charge of $34.95 has actually posted (on 2026-11-09). The second $34.95 charge is a temporary pending authorization, not a duplicate charge. It will automatically drop off your account within 3–5 business days, so there is nothing that needs to be refunded.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-23385"},"output":{"ok":true,"order":{"order_id":"AA-23385","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z395889749374","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-23385"},"output":{"ok":true,"orders":[{"order_id":"AA-23385","charges":[{"amount":34.95,"date":"2026-11-09","state":"posted"},{"amount":34.95,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-app","kb-promo"]}]}},{"id":"T-1136","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Hannah Romano","country":"US","subject":"Password reset link expired","body":"Hello, I forgot my account password. Yesterday I received the reset link, but today it says it is expired. Could you help me? Thank you, Hannah","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Hannah,\n\nOur password reset links are valid for 30 minutes. To get a new one, simply click \"Forgot password\" on the sign-in page, and we will email you a fresh link to reset your password.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 that password reset links expire after 30 minutes and gives Hannah the concrete next step to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Hello Hannah,\n\nPassword reset links are only valid for 30 minutes from the time they are sent, which is why your link from yesterday has expired.\n\nTo reset your password now, please go to the sign-in page and click 'Forgot password' to request a new link. Once you receive the email, make sure to click the link and complete your reset within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 30-minute validity policy and instructs the customer to request a new link via 'Forgot password' on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-not-received","kb-email","kb-privacy"]}]}},{"id":"T-1137","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Zoe Reyes","country":"US","subject":"Return inquiry for Basecamp Merino Tee (order AA-89345)","body":"Hello Alder & Ash team, I am writing to ask about returning the Basecamp Merino Tee from my order AA-89345. I actually received it back in September, but it has simply been sitting around completely unworn since I just never ended up using it. Would I still be able to return it? Best regards, Zoe","gold":"Not eligible for a return: delivered 2026-09-26, 45 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-89345","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z321487672473","ordered":"2026-09-21","shipped":"2026-09-22","delivered":"2026-09-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe,\n\nUnder our return policy, items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached.\n\nSince you received the item back in September, I have handed your request over to our support team so they can check your order details (AA-89345) and let you know your options.\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-109","hc-101"]}]},"after":{"reply":"Hello Zoe,\n\nThank you for reaching out. We looked into your order AA-89345 for the Basecamp Merino Tee, which was delivered on September 26, 2026 (45 days ago).\n\nAccording to our return policy, items must be returned within 30 days of delivery. Because your order was delivered 45 days ago, it is outside of the 30-day return window and is not eligible for a return or refund.\n\nWe apologize for any inconvenience this may cause. Please let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately looked up the order, explained the 30-day return policy, correctly denied the return due to delivery 45 days ago, and answered the ticket fully.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-89345"},"output":{"ok":true,"order":{"order_id":"AA-89345","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z321487672473","ordered":"2026-09-21","shipped":"2026-09-22","delivered":"2026-09-26","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":45,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-89345","reason":"change_of_mind"},"output":{"order_id":"AA-89345","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":45,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 45 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-returns","kb-not-received"]}]}},{"id":"T-1138","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Tomas Silva","country":"US","subject":"","body":"Hello, the tracking for my order AA-63058 shows as delivered, but nothing has arrived. I have already checked with my neighbours as well.","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-63058","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z347596980524","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, we're sorry to hear that! Since you've already checked with your neighbors, please also be sure to check around your property. If the package still cannot be found, please contact the carrier directly to file a claim.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-109","hc-108"]}]},"after":{"reply":"Thanks, Tomas. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-63058. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":["not_received"]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-63058"},"output":{"ok":true,"order":{"order_id":"AA-63058","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z347596980524","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1139","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Liam Walsh","country":"US","subject":"Second request: Double charge on order AA-19471","body":"I am writing again because my bank app still shows two separate charges of $229.00 for a single order, AA-19471. I need one of these duplicate charges refunded immediately. Liam","gold":"One charge of $229.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-19471","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z993271370490","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, I'm sorry to hear about the duplicate charge on your order AA-19471. I am escalating this to our support team right away so they can review the charges and process your refund as quickly as possible. Someone will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-118"]}]},"after":{"reply":"Hello Liam,\n\nI checked the charges for order AA-19471. There is only one posted charge of $229.00 (from 2026-11-09). The second charge of $229.00 is a temporary pending authorization, not a duplicate settled charge.\n\nBecause it is an authorization hold, there is nothing to refund, and it will automatically drop off your account within 3–5 business days. If both charges end up posting to your account after that timeframe, please let us know so we can issue a refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains that one charge is a posted charge and the other is a pending authorization that will drop off in 3-5 business days, fully resolving the ticket according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-19471"},"output":{"ok":true,"order":{"order_id":"AA-19471","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z993271370490","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-19471"},"output":{"ok":true,"orders":[{"order_id":"AA-19471","charges":[{"amount":229.0,"date":"2026-11-09","state":"posted"},{"amount":229.0,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-address","kb-promo"]}]}},{"id":"T-1140","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Hannah Nguyen","country":"US","subject":"Missing package - order AA-98424","body":"The tracking for order AA-98424 says it was delivered, but nothing arrived at my address. I already took the time to check with my neighbours and no one has it. Hannah","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-98424","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z905764463786","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah,\n\nI'm sorry to hear your package hasn't arrived! In addition to checking with neighbors, please also take a look around your property or common delivery areas. If you still can't find it, we recommend contacting the carrier directly to file a claim for the missing delivery.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-110"]}]},"after":{"reply":"Thanks, Hannah. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-98424. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-98424"},"output":{"ok":true,"order":{"order_id":"AA-98424","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z905764463786","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1141","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Ivy Romano","country":"US","subject":"quick q about gc","body":"hi can i use a gift card to pay for ash club membership? also do your giftcards expire thx ivy","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Ivy,\n\nYes, our gift cards expire 12 months after the purchase date. \n\nAs for whether you can use a gift card to pay for an Ash Club membership, I'm going to connect you with our support team so they can confirm that for you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-123"]}]},"after":{"reply":"Hi Ivy,\n\nGift cards cannot be used to pay for an Ash Club membership. Also, our gift cards never expire.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers both questions in full accordance with policy HOW-4.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping"]}]}},{"id":"T-1142","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Oliver Bennett","country":"US","subject":"Return request AA-53823","body":"I want to return the Talus Hiking Socks 3-pack from order AA-53823. They are unworn and never used, received in September.\n\nOliver","gold":"Not eligible for a return: delivered 2026-09-24, 47 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-53823","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z777329148518","ordered":"2026-09-19","shipped":"2026-09-20","delivered":"2026-09-24","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver, thanks for reaching out. I've handed your return request for order AA-53823 to our support team so they can generate and send your return label. A team member will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-103"]}]},"after":{"reply":"Hello Oliver,\n\nThank you for reaching out. Your order AA-53823 was delivered on September 24, 2026 (47 days ago). Under our return policy, items must be returned within 30 days of delivery. Because the 30-day return window has passed, the Talus Hiking Socks 3-pack is not eligible for return or a refund.\n\nPlease let us know if you have any questions or need assistance with anything else.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the item is outside the 30-day return policy and cannot be returned, accurately matching records and policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-53823"},"output":{"ok":true,"order":{"order_id":"AA-53823","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z777329148518","ordered":"2026-09-19","shipped":"2026-09-20","delivered":"2026-09-24","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":47,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-53823","reason":"change_of_mind"},"output":{"order_id":"AA-53823","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":47,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 47 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1143","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Theo Reyes","country":"US","subject":"Address update for order AA-86919","body":"Hi there! I just placed order AA-86919, but I accidentally selected my old address. Could you please update the shipping address to Pinecrest Way instead? Thanks so much for your help!\n\nBest,\nTheo","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-86919","status":"processing","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo,\n\nUnfortunately, we're unable to change the shipping address once an order has been placed. We apologize for any inconvenience this may cause.\n\nBest,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Theo. I'm going to have a team member change the address before your order ships for order AA-86919. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-86919"},"output":{"ok":true,"order":{"order_id":"AA-86919","status":"processing","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1144","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Marco Brooks","country":"US","subject":"Status of AA-58554 - still waiting","body":"I am writing again to find out where my order AA-58554 is. I placed this order 2 days ago and I still have no idea if it has even shipped yet.\n\nMarco","gold":"In transit with UPS, tracking 1Z330664452148, shipped 2026-11-09, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-58554","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z330664452148","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco,\n\nYou can track your order using the link in your shipping confirmation email (please be sure to check your spam folder as well). \n\nSince you are unsure if order AA-58554 has shipped yet, I have handed this over to our support team so they can look into your order status directly and assist you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-109"]}]},"after":{"reply":"Hello Marco,\n\nYour order AA-58554 has shipped and is currently in transit with UPS. \n\nHere are the shipping details:\n- Carrier: UPS\n- Tracking Number: 1Z330664452148\n- Shipped Date: November 9, 2026\n- Latest Scan: November 10, 2026\n\nYou can track the package's progress directly on the UPS website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped and is in transit, provided the accurate tracking details, and directed the customer to track via UPS.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-58554"},"output":{"ok":true,"order":{"order_id":"AA-58554","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z330664452148","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1145","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"chat","name":"Mateo Keller","country":"US","subject":"","body":"need to cancel my ash club membership rn do i get money back for the rest of this month","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"I'd be happy to connect you with our support team to help you cancel your Ash Club membership and answer your question about a refund for the remainder of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. There are no partial refunds for the remainder of the month, but your membership benefits will continue through the end of the billing month you've already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains how to cancel the membership, confirms there are no partial refunds, and explains that benefits continue through the end of the paid month.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-damaged","kb-giftcards","kb-refund-timing"]}]}},{"id":"T-1146","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Tomas Walsh","country":"UK","subject":"Inquiry regarding order AA-16443","body":"Hello,\n\nI placed order AA-16443 2 days ago and was wondering where it currently is, as I have no idea if it has shipped yet. Thank you for your assistance.\n\nTomas","gold":"In transit with Royal Mail, tracking RM644664175660, shipped 2026-11-09, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-16443","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Royal Mail","tracking":"RM644664175660","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas,\n\nYou can track your order using the link provided in your shipping confirmation email. If you haven't received it yet, be sure to check your spam folder!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"dead_end","reason":"The bot fails to provide the order's status or tracking information from the system records, instead deflecting the customer to their email.","quote":"You can track your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-101"]}]},"after":{"reply":"Hello Tomas,\n\nYour order AA-16443 has shipped and is currently in transit. It was shipped on 2026-11-09 via Royal Mail with tracking number RM644664175660. The most recent tracking scan was on 2026-11-10. You can track your package's progress directly on the Royal Mail website using your tracking number.\n\nPlease let us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-16443"},"output":{"ok":true,"order":{"order_id":"AA-16443","status":"in_transit","country":"UK","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Royal Mail","tracking":"RM644664175660","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1147","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Mateo Hughes","country":"US","subject":"Sizing question for Ridgeline Shell Jacket","body":"Your sizing chart isn't helping. I am stuck between a size M and L for the Ridgeline Shell Jacket, and I wear a fleece under my jacket in the winter. Which size am I actually supposed to get?\n\nMateo","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Mateo,\n\nWe recommend sizing up to a Large! If you're between sizes on our shell jackets, sizing up ensures you'll have plenty of room to comfortably wear layers like a fleece underneath.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately recommends sizing up to a Large in accordance with policy [HOW-1] and addresses the customer's specific query.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Mateo,\n\nFor our shell jackets, we recommend sizing up if you are between sizes so that it comfortably fits over layers like a fleece. In your case, a size Large would be the best choice.\n\nYou can select size Large directly on the Ridgeline Shell Jacket product page to proceed with your order. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1148","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Chloe Haddad","country":"US","subject":"REFUND NEEDED IMMEDIATELY - AA-53901","body":"This is ridiculous. This is the third time writing, put me through to a manager. I need my refund sorted out right now for order AA-53901 (Larch Insulated Parka).\n\nChloe","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-53901","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z090183473748","ordered":"2026-10-06","shipped":"2026-10-07","delivered":"2026-10-11","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, I'm so sorry for the frustration this has caused. I'm connecting you directly to our support team so a manager can review order AA-53901 and assist you with your refund right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-121"]}]},"after":{"reply":"Thanks, Chloe. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1149","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"chat","name":"Theo Meyer","country":"US","subject":"","body":"I forgot my password and the reset link you sent me yesterday is already saying it's expired.","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Password reset links are only valid for 30 minutes, which is why yesterday's link has expired. To reset your password, simply head to the sign-in page, click 'Forgot password' again, and follow the new link sent to your email within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains policy ACC-1 and provides the customer with clear next steps to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-108","hc-112"]}]},"after":{"reply":"Password reset links are valid for 30 minutes, which is why yesterday's link has expired. To reset your password, please go to the sign-in page, click 'Forgot password', and request a new link. Be sure to use the new link sent to your email within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly explains the 30-minute validity policy and instructs the customer to request a new link using 'Forgot password' on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email"]}]}},{"id":"T-1150","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Jonas Brooks","country":"US","subject":"","body":"Hello. I am trying to decide between a medium and large for the Ridgeline Shell Jacket. I usually wear a fleece underneath it during winter, so which size would you recommend?","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Jonas! We recommend sizing up to a large. If you're between sizes on a shell jacket, going with the larger size ensures it comfortably fits over your fleece and other layers. You can also double-check specific measurements on the product page's size chart.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to a large for shell jackets over layers and refers to the size chart on the product page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-107"]}]},"after":{"reply":"If you are between sizes on a shell jacket, we recommend sizing up to a Large so it fits comfortably over layers like your fleece. You can also consult the specific size chart available directly on the Ridgeline Shell Jacket product page to compare your exact measurements.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately provides the sizing recommendation according to policy and directs the customer to the size chart on the product page.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-double-charge","kb-care"]}]}},{"id":"T-1151","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Priya Moreau","country":"US","subject":"Still waiting for help with order AA-61169","body":"I am writing again because I have not heard back about my issue. I bought the Basecamp Merino Tee from the clearance sale under order AA-61169, but it doesn't fit me at all. I need to send it back for a full refund as soon as possible. Priya","gold":"Not returnable: the Basecamp Merino Tee on AA-61169 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-61169","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z183991199777","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, thanks for reaching out. Per our store policy, all clearance items are final sale and cannot be returned or exchanged for a refund. We apologize for any inconvenience this may cause!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that clearance items are final sale and cannot be returned for a refund due to poor fit, accurately resolving the ticket.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-104","hc-108"]}]},"after":{"reply":"Hi Priya, thank you for reaching out. According to our return policy, items marked as final sale cannot be returned or refunded unless they arrive damaged or defective. Because the Basecamp Merino Tee in order AA-61169 was purchased as a final-sale clearance item and is not defective, it is not eligible for a return or refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is final sale and ineligible for return or refund under policy RET-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-61169"},"output":{"ok":true,"order":{"order_id":"AA-61169","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z183991199777","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":6,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-61169","reason":"change_of_mind"},"output":{"order_id":"AA-61169","item":"Basecamp Merino Tee","amount":48.0,"final_sale":true,"days_since_delivery":6,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1152","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Ivy Romano","country":"US","subject":"Incorrect order history","body":"My order history page is showing orders that are not mine under someone else's name. Please look into this. Ivy","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Ivy,\n\nThank you for reaching out. I'm so sorry for the confusion and concern regarding your order history. Since this requires our team to look into your account details directly, I'm handing this over to our support team right away so they can investigate and resolve this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-116","hc-110"]}]},"after":{"reply":"Thanks, Ivy. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1153","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Jake Kowalski","country":"US","subject":"double charge aa-62870","body":"hi i was charged twice $38.95 each for order AA-62870 last week and both charges are showing on my statement now. please refund the extra one back asap thanks jake","gold":"Both charges posted: the duplicate $38.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-62870","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z622691203025","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake, thanks for reaching out. I'm handing this over to our support team right away so they can look into order AA-62870 and get that duplicate charge refunded for you as soon as possible. Someone will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-117","hc-101"]}]},"after":{"reply":"Hi Jake, thank you for reaching out. We have checked your account for order AA-62870, and since both $38.95 charges posted, a refund for the duplicate charge of $38.95 has been issued (Refund ID: RF-588185). Your bank should reflect this refund within 5–10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that both charges posted, refunded the duplicate charge under policy BIL-3/RET-6, and provided the correct 5-10 business day timeline for the bank.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-62870"},"output":{"ok":true,"order":{"order_id":"AA-62870","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z622691203025","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-62870"},"output":{"ok":true,"orders":[{"order_id":"AA-62870","charges":[{"amount":38.95,"date":"2026-11-01","state":"posted"},{"amount":38.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-588185","amount":38.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-damaged","kb-returns"]}]}},{"id":"T-1154","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Aisha Romano","country":"US","subject":"Promo code not working","body":"Hello, I try to checkout but the promo code FALLFRIENDS says it is invalid. I have a clearance item in my cart and I also tried to put a second code. I think your website is broken, please help. Aisha","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Aisha, thanks for reaching out! Promo codes can't be combined, so only one promo code can be used per order. Additionally, clearance items are final sale, and promo codes cannot be applied to final-sale items or combined with other offers. Please try applying a single promo code to non-clearance items at checkout!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes, clearance/final-sale items, and code combination, directly addressing the customer's issue.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hi Aisha,\n\nOur system allows only one promo code per order, and promo codes cannot be combined with other offers or applied to final-sale/clearance items. This is why you are receiving the 'invalid code' message.\n\nTo resolve this, please remove the second promo code and ensure the code is being applied to eligible, non-clearance items at checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy on promo codes regarding clearance items and stacking codes, and provides actionable next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-app","kb-not-received","kb-damaged"]}]}},{"id":"T-1155","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Felix Walsh","country":"US","subject":"Refund order AA-87709","body":"I am very angry about my refund for order AA-87709 with Switchback Rain Jacket. Get me a human now. Felix","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-87709","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z431290243050","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I understand your frustration, Felix. I'm handing this over to our support team right away so a team member can look into the refund for order AA-87709 and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Felix. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1156","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Ben Costa","country":"US","subject":"","body":"Hi there, so I ordered the Cairn Beanie from your clearance sale recently on order AA-11171, and it arrived in the mail but when I tried it on it just really doesn't fit my head right at all. I was really hoping it would work out, but since it doesn't fit I would like to send it back to you guys and get a refund please.","gold":"Not returnable: the Cairn Beanie on AA-11171 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-11171","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":true}],"total":34.95,"carrier":"UPS","tracking":"1Z773146805427","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, thanks for reaching out. Unfortunately, all items purchased from our clearance sale are final sale and cannot be returned or refunded. We're very sorry for any disappointment this causes!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that their clearance item is final sale and ineligible for a return or refund according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-104","hc-103","hc-101"]}]},"after":{"reply":"Hi Ben, thank you for reaching out. Unfortunately, your Cairn Beanie from order AA-11171 is marked as final sale and is not eligible for a return or refund due to fit or change of mind (rule RET-2). According to our policy, final-sale items cannot be returned unless they arrive damaged or defective.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the final-sale item cannot be returned or refunded unless defective, matching the policy and records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11171"},"output":{"ok":true,"order":{"order_id":"AA-11171","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":true}],"total":34.95,"carrier":"UPS","tracking":"1Z773146805427","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":14,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-11171","reason":"change_of_mind"},"output":{"order_id":"AA-11171","item":"Cairn Beanie","amount":28.0,"final_sale":true,"days_since_delivery":14,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-returns","kb-refund-timing","kb-email"]}]}},{"id":"T-1157","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Liam Nguyen","country":"US","subject":"Payment error PAY-17","body":"I have tried completing my purchase three times using different cards and it keeps failing with error PAY-17 every single time. I need to buy these items today, so please fix this checkout problem immediately. Liam","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Liam, I'm sorry to hear you're experiencing error PAY-17 at checkout. I don't have information on this specific error code, so I've forwarded your issue directly to our support team so they can investigate and assist you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-117","hc-102"]}]},"after":{"reply":"Thanks, Liam. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1158","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Mateo Tanaka","country":"US","subject":"Ash Club membership cancellation inquiry","body":"Hello, I am writing to let you know that I want to cancel my Ash Club membership. I've been reviewing my monthly subscriptions and decided it is best for me to stop it at this time. Could you also let me know if I will get any money back for the rest of this month after it is canceled? Thank you, Mateo","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Mateo, thanks for reaching out. I'm connecting you with our support team so they can process your Ash Club cancellation and answer your question regarding any refund for the remainder of the month. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hi Mateo,\n\nYou can cancel your Ash Club membership at any time by going to your Account > Membership page.\n\nRegarding a refund, we do not offer partial refunds for the remainder of the billing period. However, your membership benefits will remain active until the end of the month you have already paid for.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains how to cancel the membership, clarifies that benefits continue until the end of the paid month, and confirms that no partial refunds are offered.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1159","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Anna Lindqvist","country":"US","subject":"Ash Club payment and gift card question","body":"Hello, could you please let me know if I can pay for an Ash Club membership using a gift card? Also, I was wondering if your gift cards expire. Thank you for your time, Anna","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Anna,\n\nOur gift cards expire 12 months after the purchase date. \n\nRegarding whether you can use a gift card to pay for an Ash Club membership, I'm handing your inquiry over to our support team to get you a definitive answer. Someone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Anna,\n\nGift cards cannot be used to pay for an Ash Club membership. Additionally, our gift cards never expire.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately answers both questions according to policy without inventing information or contradicting records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping","kb-address"]}]}},{"id":"T-1160","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Hannah Patel","country":"US","subject":"Refund request - order AA-85427","body":"I received the Ridgeline Shell Jacket ($229) from order AA-85427 25 days ago, but changed my mind. It has never been worn and I want a refund. Hannah","gold":"Eligible, but the refund ($229.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-85427","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z809406350327","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah, since your unworn Ridgeline Shell Jacket is within our 60-day return window, you're eligible for a full refund! I've passed your request to our support team so they can generate and send you a return shipping label for order AA-85427. Once we receive your return, please allow up to 14 days for the refund to be processed.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Hannah. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-85427. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-6FCC5F. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-85427"},"output":{"ok":true,"order":{"order_id":"AA-85427","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z809406350327","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":25,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-85427","reason":"change_of_mind"},"output":{"order_id":"AA-85427","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":25,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-6FCC5F","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1161","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Ben Walsh","country":"US","subject":"","body":"Hi, I really need some help changing the delivery address on order AA-93301. I just moved flats recently and everything has been chaotic with packing boxes, so I think I might have put my old address by mistake. I don't actually know if it shipped yet or not, but hopefully someone can update it to my new place before it goes out.","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z665522612961.","order":{"order_id":"AA-93301","status":"in_transit","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z665522612961","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, congratulations on the move! Unfortunately, once an order has been placed, we're unable to change the shipping address. I'm sorry for the inconvenience this causes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot fails to inform the customer that the order has already shipped and that they can contact the carrier (UPS) with their tracking number to request a delivery redirect.","quote":"Unfortunately, once an order has been placed, we're unable to change the shipping address."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Your order AA-93301 has already shipped (it is currently in transit with UPS, tracking number 1Z665522612961). Because it has already shipped, we are unable to change the delivery address directly on our end. However, you can contact the carrier (UPS) directly and provide your tracking number (1Z665522612961) to request that the package be redirected to your new address.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-93301"},"output":{"ok":true,"order":{"order_id":"AA-93301","status":"in_transit","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z665522612961","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-email","kb-damaged","kb-app"]}]}},{"id":"T-1162","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Jonas Novak","country":"US","subject":"","body":"Hello, I try to use promo code TRAIL15 but checkout says it is invalid. I have one clearance item in cart and also I tried second code. Is the site broken?","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Jonas, the site isn't broken! Promo codes cannot be applied to clearance items because clearance items are considered final sale. Additionally, our checkout only allows one promo code per order and codes cannot be combined with other offers.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the promo code policy regarding clearance items and the one-code-per-order rule, confirming the site is not broken.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"The site isn't broken. Checkout shows an 'invalid code' message because only one promo code is allowed per order, and promo codes cannot be applied to final-sale or clearance items or combined with other offers. To use your code, remove any additional promo codes so only one is entered, and ensure your cart contains eligible, non-clearance items.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy BUG-1 regarding single-code use and clearance/final-sale exclusions, clarifies that the site is not broken, and provides clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-not-received","kb-double-charge","kb-damaged"]}]}},{"id":"T-1163","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Mateo Nguyen","country":"US","subject":"Promo code not working","body":"Hello, I am trying to buy but promo code FALLFRIENDS says 'invalid' at checkout screen. I have one clearance item in my cart and I also tried to use a second code. I think your site is broken, please check.\n\nMateo","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Mateo,\n\nThanks for reaching out! Promo codes can only be used one at a time per order, and they cannot be combined with other offers. Additionally, our clearance items are final sale, and promo codes do not apply to final-sale items.\n\nTo use your code, please ensure only one promo code is entered and that your cart contains eligible, non-clearance items. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo code limits and clearance items and provides a concrete next step to resolve the issue.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-118"]}]},"after":{"reply":"Hello Mateo,\n\nOur system allows only one promo code per order, and promo codes cannot be combined with other offers or applied to final-sale items. This is why you are receiving the 'invalid code' message.\n\nTo use your promo code, please ensure only one code is entered at checkout and that your cart contains eligible, non-final-sale items.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes, addresses both clearance items and using multiple codes, and provides actionable guidance.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-double-charge","kb-app","kb-not-received"]}]}},{"id":"T-1164","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Grace Brooks","country":"US","subject":"Updating my account email","body":"Hi there,\n\nI was hoping someone could help me update the email address on my account to my new work email.\n\nThanks so much,\nGrace","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Grace,\n\nYou can easily update your email address by logging into your account and heading to Account > Profile > Email. Once you enter your new work email, we'll send a confirmation link to that address to finalize the change.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-126","hc-105"]}]},"after":{"reply":"Hi Grace,\n\nYou can update your email address by going to Account > Profile > Email. Enter your new work email address there, and then click the confirmation link we send to that new address to complete the update.\n\nLet us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly instructs the customer on how to change their account email per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-privacy","kb-address","kb-password"]}]}},{"id":"T-1165","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Lena Nguyen","country":"US","subject":"Delivery issue with order AA-29086","body":"Hello,\n\nThe tracking information for my order AA-29086 shows that it has been delivered, but nothing has arrived yet. I have already checked with my neighbours to see if it was left with them, but no one has seen it. Could you please look into this?\n\nThank you,\nLena","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-29086","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z989156025397","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena,\n\nI'm so sorry to hear that your order hasn't arrived even though tracking shows it as delivered. I've handed this over to our support team so they can look into order AA-29086 and assist you further. A team member will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-108","hc-117"]}]},"after":{"reply":"Thanks, Lena. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-29086. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-29086"},"output":{"ok":true,"order":{"order_id":"AA-29086","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z989156025397","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1166","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Samuel Keller","country":"US","subject":"Account locked","body":"Tried my password a bunch of times and now the site says my account is locked. What now?\n\nSamuel","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Samuel,\n\nI'm sorry to hear you're locked out of your account. Since our help articles don't cover unlocking accounts, I'm passing your request to our support team so they can help you regain access as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111"]}]},"after":{"reply":"Hi Samuel,\n\nAfter 5 failed sign-in attempts, your account is temporarily locked for 15 minutes and will unlock automatically once that time has passed.\n\nOnce it unlocks, you can reset your password by clicking 'Forgot password' on the sign-in page. We will send a password reset link to your email, which is valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 15-minute automatic unlock policy and gives the appropriate next step to reset the password.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1167","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Maya Silva","country":"US","subject":"Still waiting on refund for order AA-97484","body":"I am writing again because I sent back the Cairn Beanie from order AA-97484 over a week ago, and there is still no refund on my card. Where is my money?\n\nMaya","gold":"Return received 2026-11-06; refund of $28.00 issued 2026-11-07 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-97484","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z160030257319","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":"2026-11-06","refund_issued":"2026-11-07"},"before":{"reply":"Hi Maya,\n\nThanks for reaching out! Once we receive your return, please allow up to 14 days for your refund to be processed. Since it has only been a little over a week, your return may still be processing. \n\nIf you have any further questions or if it has been past 14 days since we received it, please let us know!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy timeframe of 14 days and fails to recognize from the order records that the refund was already issued on November 7, 2026.","quote":"Once we receive your return, please allow up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Maya,\n\nWe received your return on November 6, 2026, and your refund for order AA-97484 was issued to your original payment method on November 7, 2026. Depending on your bank or credit card issuer, it typically takes 3 to 5 business days for the credit to appear on your statement. If you do not see it posted after a few business days, please check directly with your card provider.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly stated that banks take 3 to 5 business days to post the refund, contradicting the policy timeframe of 5 to 10 business days.","quote":"Depending on your bank or credit card issuer, it typically takes 3 to 5 business days for the credit to appear on your statement."},"outcome":"false_resolution","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-97484"},"output":{"ok":true,"order":{"order_id":"AA-97484","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z160030257319","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":"2026-11-06","refund_issued":"2026-11-07","days_since_delivery":19,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-damaged","kb-returns"]}]}},{"id":"T-1168","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Noah Lindqvist","country":"US","subject":"","body":"Hey there! Just wanted to let you know that the Android app crashes the moment it opens ever since the last update. I'm currently on version 4.2.0.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Noah, thanks for bringing this to our attention! I'm sorry to hear the Android app is crashing on startup. Our help center doesn't currently have troubleshooting steps for this specific issue, so I'm handing this over to our support team so they can investigate and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-124","hc-121"]}]},"after":{"reply":"To resolve the crash on launch, please update the Alder & Ash app to version 4.2.1 from the Google Play Store, where this issue has been fixed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the bug and directed the customer to update to version 4.2.1 from the Google Play Store in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1169","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Grace Okafor","country":"US","subject":"Warranty on Larch Insulated Parka","body":"Before I go ahead and buy the Larch Insulated Parka, I need to know what warranty it actually comes with.\n\nGrace","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Grace,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. \n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question according to policy without stating false or invented information.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-112","hc-102"]}]},"after":{"reply":"Hi Grace,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nIf an item arrives damaged or develops a defect within 90 days of delivery, we will directly refund or replace it without requiring you to send it back. After 90 days (and up to the 2-year mark), claims are submitted to our warranty team for assistance.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the warranty question in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-damaged","kb-refund-timing","kb-email"]}]}},{"id":"T-1170","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Kofi Lindqvist","country":"US","subject":"Express shipping inquiry","body":"Hello,\n\nI am located in the US and need a jacket in time for a trip this coming weekend. Could you please let me know how fast express shipping is and how much it costs?\n\nBest regards,\nKofi","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Kofi,\n\nExpress shipping is available for $15 (or free for Ash Club members). However, I don't have the exact delivery timeframe for express shipping in our help center, so I am handing your request over to our support team to confirm if it will arrive in time for your trip!\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"Hello Kofi,\n\nFor US orders, express shipping takes 1-2 business days and costs $18. If you are an Ash Club member, express shipping is free.\n\nPlease let us know if you have any other questions!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the express shipping inquiry with accurate timeline, pricing, and Ash Club terms per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-care"]}]}},{"id":"T-1171","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Noah Larsen","country":"US","subject":"Express shipping inquiry","body":"I need a jacket delivered to the US in time for a trip this weekend. Can someone please tell me how much express shipping costs and how fast it actually arrives? I really need this information right away.\n\nNoah","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Noah,\n\nExpress shipping is available for $15 (or free for Ash Club members). Our guidelines state that US orders arrive in 3–5 business days, but we don't have a specific delivery timeframe listed for express shipping alone. \n\nI'm handing your inquiry over to our support team so they can confirm whether your order will arrive in time for your weekend trip!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"Hi Noah,\n\nFor US orders, express shipping takes 1-2 business days and costs $18 (or it is free if you are an Ash Club member).\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the express shipping timeframe, cost, and Ash Club free shipping detail per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-damaged","kb-app"]}]}},{"id":"T-1172","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Yuki Larsen","country":"UK","subject":"","body":"hi need a copy of all my personal data u hold gdpr request thx","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Yuki, thanks for reaching out. I'm connecting you with our support team so they can process your GDPR data request directly. Someone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113"]}]},"after":{"reply":"Thanks, Yuki. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1173","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Jonas Ibrahim","country":"US","subject":"","body":"If order AA-12781 is not sorted out today, I am going straight to my bank to file a dispute and chargeback.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-12781","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z129936607412","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm really sorry for the frustration with order AA-12781. I am connecting you with our support team right now so someone can look into this immediately and help sort it out for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-109","hc-110"]}]},"after":{"reply":"Thanks, Jonas. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1174","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Noah Patel","country":"US","subject":"","body":"Hello there, I have order AA-40611 which arrived about 3 weeks ago or so, and it turns out the Tarn Fleece is just the wrong size for me. I haven't worn it at all except maybe holding it up, and all the original tags are still completely attached. Since it doesn't fit right, I'd really like to return it for a refund please.","gold":"Eligible: delivered 2026-10-21 (20 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $89.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-40611","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z085155796626","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Noah! Since your Tarn Fleece is unworn with tags attached and was delivered within the last 30 days, it is eligible for a return and refund to your original payment method. I'm connecting you with our support team now so they can help process your return!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-103","hc-119"]}]},"after":{"reply":"Hello Noah, your Tarn Fleece from order AA-40611 is eligible for a return since it was delivered 20 days ago (within our 30-day window) and is unworn with tags attached. Your return has been initiated under RMA-27D8F4. Because this is a US order, your prepaid return shipping label is free ($0.00 fee) and has been sent to your email address. You can also view details under Orders > select order AA-40611 > Start a return. Once your return reaches our warehouse, your $89.00 refund will be issued within 2 business days to your original payment method, and your bank should reflect it within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms return eligibility, provides the RMA and prepaid label details, outlines the refund amount and timing accurately per policy, and gives clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-40611"},"output":{"ok":true,"order":{"order_id":"AA-40611","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z085155796626","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":20,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-40611","reason":"change_of_mind"},"output":{"order_id":"AA-40611","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":20,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-27D8F4","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-sizing","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1175","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Jake Reyes","country":"US","subject":"","body":"I'm asking again since nobody answered me before: how much does Ash Club cost per month and what benefits do I actually get with it?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Thanks for reaching out, Jake! Ash Club membership is $8 per month. As a member, you'll receive free express shipping and 10% off full-price items. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the member's question regarding price and benefits without any inaccuracies or missing information.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-103"]}]},"after":{"reply":"Ash Club costs $8 per month. As a member, you receive the following benefits:\n\n- Free express shipping (US only)\n- 10% off full-price items\n\nYou can manage or cancel your subscription at any time by going to Account > Membership. If you ever decide to cancel, your benefits will continue through the end of the billing period you paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the member's question regarding the monthly price and benefits of Ash Club according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-refund-timing","kb-giftcards","kb-shipping"]}]}},{"id":"T-1176","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Jonas Reyes","country":"US","subject":"","body":"Hi there! I noticed that I was charged twice for $34.95 each on order AA-92336 last week. Both charges are officially showing on my statement now, so could you please help refund the extra one back to me? Thanks!","gold":"Both charges posted: the duplicate $34.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-92336","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z616761065698","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, I'm sorry to hear about the double charge on your order! I'm handing this over to our support team right now so they can review the charges for order AA-92336 and issue your refund.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-117"]}]},"after":{"reply":"I've reviewed your account for order AA-92336 and confirmed that both $34.95 charges posted. The duplicate charge of $34.95 has been refunded under reference ID RF-4A5EA3. Your bank should reflect the refund within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that both charges posted, refunded the duplicate amount, provided the refund ID, and gave the accurate timeline for bank processing according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-92336"},"output":{"ok":true,"order":{"order_id":"AA-92336","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z616761065698","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-92336"},"output":{"ok":true,"orders":[{"order_id":"AA-92336","charges":[{"amount":34.95,"date":"2026-11-01","state":"posted"},{"amount":34.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-4A5EA3","amount":34.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-damaged","kb-returns","kb-tracking"]}]}},{"id":"T-1177","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Chloe Tanaka","country":"US","subject":"Change address for order AA-37397","body":"Hello, I just placed my order AA-37397, but I make mistake and put my old address. Please, is it possible to change it to Maple Ridge Road? Thank you very much.\n\nChloe","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-37397","status":"processing","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, thank you for reaching out! Unfortunately, we are unable to change the shipping address once an order has been placed. We apologize for any inconvenience this may cause.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Chloe. I'm going to have a team member change the address before your order ships for order AA-37397. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-37397"},"output":{"ok":true,"order":{"order_id":"AA-37397","status":"processing","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1178","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Kofi Costa","country":"EU","subject":"","body":"Hi, I have been clearing out a lot of my online accounts recently and doing a bit of digital cleanup. I'd like to officially close my account with you and have all of my details completely removed from your marketing lists and internal systems, please.","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Kofi, I can help get this process started for you. Since closing your account and removing your details from our systems requires manual processing by our team, I'm handing this conversation over to a support representative who will assist you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-118"]}]},"after":{"reply":"Thanks, Kofi. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1179","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Lucas Walsh","country":"US","subject":"return socks","body":"hi want to retun the talus hiking socks 3-pack from order AA-90050. got it in october, unworn just never used it thx\n\nlucas","gold":"Not eligible for a return: delivered 2026-10-05, 36 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-90050","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z250272948358","ordered":"2026-09-30","shipped":"2026-10-01","delivered":"2026-10-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas, thanks for reaching out! I've passed your return request for the Talus hiking socks (order AA-90050) to our support team so they can generate and send your prepaid return shipping label. As a quick reminder, items can be returned within 30 days of delivery as long as they are unworn, unused, and have tags attached. A team member will follow up with your label shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-117"]}]},"after":{"reply":"Hi Lucas,\n\nThank you for reaching out. We looked up order AA-90050 for the Talus Hiking Socks 3-pack ($32.00). \n\nYour order was delivered on October 5, 2026 (36 days ago). Because our return policy allows returns within 30 days of delivery, this item is unfortunately not eligible for a return or refund.\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the return window has expired based on policy and provided a clear and polite explanation.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-90050"},"output":{"ok":true,"order":{"order_id":"AA-90050","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z250272948358","ordered":"2026-09-30","shipped":"2026-10-01","delivered":"2026-10-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":36,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-90050","reason":"change_of_mind"},"output":{"order_id":"AA-90050","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":36,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 36 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-returns","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1180","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Marco Walsh","country":"US","subject":"Sizing advice for Ridgeline Shell Jacket","body":"Hello,\n\nI am currently looking at the Ridgeline Shell Jacket, but I find myself between sizes M and L. I typically wear a fleece underneath my jacket during the winter months. Could you please recommend which size would be the best fit?\n\nThank you,\nMarco","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Marco,\n\nWe recommend sizing up to a Large (L). If you're between sizes on a shell jacket, sizing up ensures it will fit comfortably over layers like your fleece.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises the customer to size up to a Large for shell jackets to accommodate layering, in accordance with policy HOW-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Marco,\n\nWe recommend sizing up to a Large (L). If you are between sizes on a shell jacket, choosing the larger size ensures it will fit comfortably over layers such as a winter fleece. You can also view the full size chart on the Ridgeline Shell Jacket product page for exact measurements.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to a Large for shell jackets to accommodate layering and directs the customer to the product page size chart according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-double-charge"]}]}},{"id":"T-1181","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Jake Hughes","country":"US","subject":"rain jacket not waterproof","body":"hey my rain jacket isnt beading water anymore. how do i wash it / make it waterproof agian? thx jake","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Jake,\n\nTo care for and wash your waterproof jacket, hand wash it in cold water. Make sure never to tumble dry it—instead, hang it to dry away from direct heat.\n\nOur current guides don't have specific instructions for reproofing or restoring the water-beading finish, so I've forwarded your message to our support team to help you with that! Someone will be in touch shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Jake,\n\nTo restore your jacket's water repellency, wash it using a technical wash, then tumble dry it on low heat for 20 minutes. The heat from the dryer reactivates the durable water-repellent (DWR) coating so water will bead up again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and completely explains the re-waterproofing policy according to [HOW-2].","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1182","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Noah Silva","country":"US","subject":"Order AA-17389","body":"Sort out order AA-17389 today or I will file a chargeback dispute with my bank.\n\nNoah","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-17389","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z728470749801","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Noah,\n\nI understand your concern and apologize for the frustration. I have escalated your message regarding order AA-17389 directly to our support team so an agent can review your order and assist you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Noah. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1183","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Aisha Moreau","country":"US","subject":"Still waiting on update - AA-57292","body":"This is the second time I'm reaching out about order AA-57292. It shipped ages ago and the tracking hasn't moved in over a week now. I am worried it is lost.\n\nAisha","gold":"Tracking last updated 2026-10-30 (11 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-57292","status":"in_transit","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z839163139025","ordered":"2026-10-21","shipped":"2026-10-22","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null},"before":{"reply":"Hi Aisha, I'm sorry to hear that your tracking hasn't updated and that your order may be delayed. I'm passing this over to our support team right now so a team member can investigate order AA-57292 and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-108","hc-109"]}]},"after":{"reply":"Thanks, Aisha. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-57292. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-57292"},"output":{"ok":true,"order":{"order_id":"AA-57292","status":"in_transit","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z839163139025","ordered":"2026-10-21","shipped":"2026-10-22","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":11,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1184","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"chat","name":"Elena Romano","country":"US","subject":"","body":"keep gettng error px-402 failed 3 times on diferent cards need to buy today","gold":"Persistent unknown payment error (PX-402): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Elena, I'm sorry to hear you're experiencing error px-402 with your payment. Since I don't have information on this specific error code, I'm transferring you to our support team right now so someone can help you complete your purchase today.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123"]}]},"after":{"reply":"Thanks, Elena. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"billing","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1185","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Kofi Hughes","country":"US","subject":"Sizing help - Ridgeline Shell Jacket","body":"I'm trying to buy the Ridgeline Shell Jacket but your sizing is unclear. I am stuck between M and L and I wear a fleece under it in the winter. Which size am I supposed to get?\n\nKofi","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Kofi, thanks for reaching out! Since you're between sizes and plan to wear a fleece underneath, we recommend sizing up to a Large so it comfortably fits over your layers. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to a Large for shell jackets worn over layers in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Kofi,\n\nWe recommend sizing up to a Large (L). If you're between sizes on a shell jacket, choosing the larger size ensures it will fit comfortably over layers like a fleece. You can also refer to the size chart on the Ridgeline Shell Jacket product page for specific measurements.\n\nLet us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1186","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Tomas Kowalski","country":"UK","subject":"Status of order AA-97251","body":"Hi there! I placed order AA-97251 about 3 days ago and was just wondering where it is, since I have no idea if it has shipped yet. Thanks for your help!\n\nTomas","gold":"In transit with Royal Mail, tracking RM000245715217, shipped 2026-11-08, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-97251","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM000245715217","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas,\n\nYou can track your order using the link provided in your shipping confirmation email. If you haven't seen that email come through yet, be sure to check your spam or junk folder just in case!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"dead_end","reason":"The bot avoids answering whether the order has shipped or providing its status and tracking details from the records, instead telling the customer to look for an email.","quote":"You can track your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-101"]}]},"after":{"reply":"Hi Tomas,\n\nYour order AA-97251 has shipped and is currently in transit. It was shipped on November 8, 2026, via Royal Mail, and the most recent tracking scan was on November 10, 2026.\n\nYou can track your delivery directly on the Royal Mail website using tracking number RM000245715217.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the shipping status, carrier, ship date, recent scan date, and tracking number.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-97251"},"output":{"ok":true,"order":{"order_id":"AA-97251","status":"in_transit","country":"UK","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM000245715217","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1187","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Leila Okafor","country":"US","subject":"Order AA-82736","body":"Order AA-82736 shipped ages ago and tracking hasn't moved in over a week. I'm worried it's lost.\n\nLeila","gold":"Tracking last updated 2026-11-01 (9 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-82736","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z754121526941","ordered":"2026-10-21","shipped":"2026-10-22","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nI'm sorry to hear that your tracking hasn't updated and that you're concerned your package might be lost. Since our articles don't cover stalled tracking or missing shipments, I'm passing your request to our support team so they can look into order AA-82736 and assist you directly.\n\nA team member will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Leila. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-82736. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-82736"},"output":{"ok":true,"order":{"order_id":"AA-82736","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z754121526941","ordered":"2026-10-21","shipped":"2026-10-22","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":9,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1188","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Ben Lindqvist","country":"US","subject":"","body":"Order AA-97379, Talus Hiking Socks 3-pack bought ~16 months ago. Main zip failed, is it covered?","gold":"Defect after 90 days (497 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-97379","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z578457447168","ordered":"2025-06-26","shipped":"2025-06-27","delivered":"2025-07-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, I don't have information on our warranty policy in my current resources, so I'm passing your request over to our support team. A team member will look into your order and get back to you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-108","hc-110"]}]},"after":{"reply":"Thanks, Ben. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-97379. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-97379"},"output":{"ok":true,"order":{"order_id":"AA-97379","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z578457447168","ordered":"2025-06-26","shipped":"2025-06-27","delivered":"2025-07-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":497,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-97379","reason":"defective"},"output":{"order_id":"AA-97379","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":497,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1189","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Liam Okafor","country":"US","subject":"Ash Club membership cancellation inquiry","body":"Hello,\n\nI would like to cancel my Ash Club membership. Could you please let me know if I will receive money back for the rest of this month?\n\nThank you,\nLiam","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Liam, I'd be happy to help connect you with our support team to cancel your Ash Club membership and answer your question regarding a refund for the remainder of the month. A team member will assist you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hello Liam,\n\nThere are no partial refunds when cancelling your Ash Club membership. However, your membership benefits will remain active until the end of the month you have already paid for.\n\nYou can cancel your membership at any time by going to Account > Membership on our website.\n\nPlease let us know if you have any additional questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-damaged"]}]}},{"id":"T-1190","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Rosa Hughes","country":"US","subject":"Ash Club cancellation question","body":"Hi there,\n\nI would love to cancel my Ash Club membership. Do you know if I get any money back for the rest of this month? \n\nThanks so much,\nRosa","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Rosa, thanks for reaching out. To cancel your Ash Club membership, our support team will need to assist you directly. I am passing your request over to our team now, and a team member will follow up with you shortly to help with the cancellation and answer your question regarding a refund for the remainder of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hi Rosa,\n\nThere are no partial refunds when you cancel your Ash Club membership, but your benefits will remain active until the end of the billing period you've already paid for.\n\nTo cancel your membership, log into your account and navigate to Account > Membership.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers that there are no partial refunds, explains that benefits continue through the end of the paid month, and provides the exact navigation steps to cancel.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1191","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Jonas Brooks","country":"US","subject":"Caring for rain jacket","body":"Hello,\n\nI've noticed that my rain jacket isn't beading water anymore. Could you please let me know how I should wash it and make it waterproof again?\n\nThank you,\nJonas","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Jonas,\n\nTo wash your waterproof jacket, hand wash it in cold water. Never tumble dry it; instead, hang it to dry away from direct heat.\n\nRegarding restoring the water-beading performance, I'm handing your message over to our support team so they can provide the best guidance on reproofing your jacket.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Jonas,\n\nTo restore your jacket's water repellency, wash it with a technical wash, then tumble dry it on low heat for 20 minutes. The heat helps reactivate the durable water-repellent (DWR) coating so it begins beading water again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the re-waterproofing care instructions per company policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-club"]}]}},{"id":"T-1192","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Daniel Romano","country":"US","subject":"Return request for order AA-77131","body":"Hi there,\n\nI received my package 3 days ago containing the Fjell Softshell ($159) from order AA-77131. It has never been worn at all, but after thinking it over, I simply changed my mind about keeping it. I would like to get a refund for this jacket please.\n\nBest regards,\nDaniel","gold":"Eligible, but the refund ($159.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-77131","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z046027930934","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel,\n\nThanks for reaching out! You're well within our 60-day return window. I've handed this over to our support team so they can generate and send you a prepaid return shipping label for your Fjell Softshell (order AA-77131). Once your return is received, please allow up to 14 days for your refund to be processed.\n\nA team member will be in touch shortly with your label!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-109","hc-101"]}]},"after":{"reply":"Thanks, Daniel. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-77131. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-317120. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-77131"},"output":{"ok":true,"order":{"order_id":"AA-77131","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z046027930934","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":3,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-77131","reason":"change_of_mind"},"output":{"order_id":"AA-77131","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":3,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-317120","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1193","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Clara Silva","country":"US","subject":"","body":"I got a gift card two years ago. Does it even still work or what?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Clara, our gift cards expire 12 months after purchase, so a gift card from two years ago will unfortunately no longer work. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly claims gift cards expire after 12 months, directly contradicting policy [HOW-4] which states gift cards never expire.","quote":"Hi Clara, our gift cards expire 12 months after purchase, so a gift card from two years ago will unfortunately no longer work."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124","hc-109"]}]},"after":{"reply":"Yes, your gift card still works! Alder & Ash gift cards never expire. Please note that while they can be used for online purchases, they cannot be used to pay for an Ash Club membership.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms that gift cards never expire and accurately cites the policy restriction regarding Ash Club.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-address","kb-double-charge"]}]}},{"id":"T-1194","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Elena Silva","country":"EU","subject":"Request for my personal data","body":"Hello,\n\nI am writing to make a GDPR request. Please, I want to ask for a copy of all personal data you hold about me.\n\nThank you,\nElena","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Elena,\n\nThank you for reaching out. I'm handing your request over to our support team so they can assist you with obtaining a copy of your personal data.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-121"]}]},"after":{"reply":"Thanks, Elena. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1195","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Hannah Meyer","country":"US","subject":"Order AA-13485 missing","body":"Hello,\n\nThe tracking for my order AA-13485 says delivered, but nothing arrived to my home. I checked with neighbours already and nobody has it.\n\nThank you,\nHannah","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-13485","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z073195933067","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":"2026-11-07","return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah, I'm sorry to hear that your order hasn't arrived despite being marked as delivered. Since our self-service options don't cover missing delivered packages, I am escalating this to our support team so an agent can investigate and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-105","hc-110"]}]},"after":{"reply":"Thanks, Hannah. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-13485. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":["not_received"]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-13485"},"output":{"ok":true,"order":{"order_id":"AA-13485","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z073195933067","ordered":"2026-11-02","shipped":"2026-11-03","delivered":"2026-11-07","last_scan":"2026-11-07","return_received":null,"refund_issued":null,"days_since_delivery":3,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1196","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Chloe Hughes","country":"US","subject":"Return inquiry - Order AA-15306","body":"Hello,\n\nI would like to return the Talus Hiking Socks 3-pack from my order AA-15306. I received it back in September, but the socks are completely unworn as I just never used them. Could you let me know how to proceed?\n\nBest regards,\nChloe","gold":"Not eligible for a return: delivered 2026-09-18, 53 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-15306","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z710571651322","ordered":"2026-09-13","shipped":"2026-09-14","delivered":"2026-09-18","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe,\n\nOur current return policy allows returns within 30 days of delivery for unworn, unused items with tags attached. Because return labels need to be generated by our team, and to check your order details regarding the return window, I've passed your request to our support team. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-108"]}]},"after":{"reply":"Hi Chloe,\n\nThank you for reaching out. According to our records for order AA-15306, your Talus Hiking Socks 3-pack was delivered on September 18, 2026 (53 days ago).\n\nPer our return policy, items must be returned within 30 days of delivery. Because it has been 53 days since delivery, this item is past the 30-day window and is not eligible for a return or refund.\n\nPlease let us know if you have any questions about another order.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly denied the return request based on the 30-day delivery window and provided accurate details from the order records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-15306"},"output":{"ok":true,"order":{"order_id":"AA-15306","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z710571651322","ordered":"2026-09-13","shipped":"2026-09-14","delivered":"2026-09-18","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":53,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-15306","reason":"change_of_mind"},"output":{"order_id":"AA-15306","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":53,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 53 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-giftcards","kb-not-received"]}]}},{"id":"T-1197","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Hannah Reyes","country":"US","subject":"Second request: Double charge on order AA-26013","body":"I am writing again because my bank app clearly shows two charges of $159.00 for the single order AA-26013. I need one of these charges refunded immediately.\n\nHannah","gold":"One charge of $159.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-26013","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z180138701896","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah, I apologize for the inconvenience with the double charge on your order AA-26013. I'm handing this over to our support team right now so a team member can investigate the charges and issue your refund promptly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-118"]}]},"after":{"reply":"Hi Hannah,\n\nWe checked your billing records for order AA-26013 ($159.00). You have not been charged twice: only one charge of $159.00 posted on November 9, 2026. The second $159.00 entry is a temporary pending authorization.\n\nPending authorizations automatically drop off your statement within 3 to 5 business days, depending on your bank, so no manual refund is required. If the pending charge has not dropped off after 5 business days, please reach back out and we'll gladly investigate further.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-26013"},"output":{"ok":true,"order":{"order_id":"AA-26013","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z180138701896","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-26013"},"output":{"ok":true,"orders":[{"order_id":"AA-26013","charges":[{"amount":159.0,"date":"2026-11-09","state":"posted"},{"amount":159.0,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-promo","kb-app"]}]}},{"id":"T-1198","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Nora Patel","country":"US","subject":"Question about gift card","body":"Hello,\n\nI have questions about your store. Can I pay for Ash Club with a gift card? Also, do gift cards expire?\n\nThank you,\nNora","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Nora,\n\nGift cards expire 12 months after purchase. As for whether you can use a gift card to pay for an Ash Club membership, our articles don't have that specific detail, so I'm handing this over to our support team to get you the right answer. Someone will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Nora,\n\nGift cards cannot be used to pay for an Ash Club membership. \n\nAdditionally, our gift cards never expire.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers both questions in full accordance with store policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping"]}]}},{"id":"T-1199","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Jake Haddad","country":"US","subject":"Sizing help for Ridgeline Shell Jacket","body":"Hi Alder & Ash team,\n\nI am looking at buying the Ridgeline Shell Jacket, but I am really torn between choosing a size M and a size L. During the winter months, I definitely wear a fleece under my outer layer, so I want to be sure it fits comfortably over that. Which size would you recommend I go with?\n\nThanks,\nJake","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Jake,\n\nWe recommend sizing up to a Large! If you're between sizes on a shell jacket, choosing the larger size ensures it will comfortably fit over your layers, like a winter fleece. You can also check the size chart on the Ridgeline Shell Jacket's product page for specific measurements.\n\nLet us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers and points to the product page size chart per policy HOW-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-113"]}]},"after":{"reply":"Hi Jake,\n\nWe recommend sizing up to a Large! If you are between sizes on a shell jacket, sizing up ensures it fits comfortably over layers like a fleece. You can also view the exact measurements on the size chart located on the Ridgeline Shell Jacket's product page.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides sizing advice per policy HOW-1, recommending sizing up to Large for layering under shell jackets and pointing to the size chart.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-double-charge","kb-shipping"]}]}},{"id":"T-1200","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Yuki Keller","country":"US","subject":"Order AA-72034 status","body":"Where is order AA-72034? I ordered 4 days ago and have no idea if it shipped.\n\nYuki","gold":"In transit with UPS, tracking 1Z291164933142, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-72034","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z291164933142","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Yuki,\n\nYou can track the status of your order using the link provided in your shipping confirmation email. If you haven't seen it yet, be sure to check your spam folder. Let us know if you still have any trouble locating it!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot did not answer whether the order shipped or provide the tracking status from the records, deflecting the customer to search their email instead.","quote":"You can track the status of your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Hi Yuki,\n\nYour order AA-72034 has shipped and is currently in transit. \n\nHere are your shipment details:\n- Carrier: UPS\n- Tracking number: 1Z291164933142\n- Shipped date: November 7, 2026\n- Most recent scan: November 10, 2026\n\nYou can track the progress of your delivery directly on the UPS website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-72034"},"output":{"ok":true,"order":{"order_id":"AA-72034","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z291164933142","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1201","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Jake Hughes","country":"US","subject":"Double charge on order AA-24902","body":"Hi there,\n\nI was looking over my bank statement this morning and noticed that I seem to have been charged twice for order AA-24902 that I placed last week. There are two identical charges of $119.00 each sitting right there on the account now. I only placed the order once, so I'm not sure how both went through, but I really need the extra one refunded back to me as soon as possible.\n\nThanks,\nJake","gold":"Both charges posted: the duplicate $119.00 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-24902","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z289281541230","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake,\n\nThanks for reaching out. I'm handing this over to our support team right away so they can look into the duplicate charge on order AA-24902 and assist you with a refund as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-117","hc-108"]}]},"after":{"reply":"Hi Jake,\n\nWe checked your account for order AA-24902 and confirmed that two charges of $119.00 had posted. We have processed a refund of $119.00 for the duplicate charge (Refund ID: RF-CAB051).\n\nYour bank should reflect the refunded amount within 5 to 10 business days.\n\nThank you for reaching out, and please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly confirms both posted charges, issues the duplicate refund under policy, states the bank processing timeframe, and resolves the customer's issue.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-24902"},"output":{"ok":true,"order":{"order_id":"AA-24902","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z289281541230","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-24902"},"output":{"ok":true,"orders":[{"order_id":"AA-24902","charges":[{"amount":119.0,"date":"2026-11-01","state":"posted"},{"amount":119.0,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-CAB051","amount":119.0,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-address","kb-promo"]}]}},{"id":"T-1202","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Mia Novak","country":"US","subject":"Change address for AA-68018","body":"Hello Alder & Ash team,\n\nI recently placed order AA-68018, but things have been a bit chaotic because I just moved flats and realized I might have used my old details. I really need to update the delivery address for this order, though I'm honestly not sure if it has already shipped out yet or if it's still being processed. Could you let me know if it's possible to change the address on it?\n\nBest,\nMia","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z804263906862.","order":{"order_id":"AA-68018","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z804263906862","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia,\n\nUnfortunately, we're unable to change the shipping address once an order has been placed.\n\nYou can track the delivery of your order using the link in your shipping confirmation email once it ships out.\n\nBest,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly claims that shipping addresses cannot be changed once an order is placed, and treats the order as not yet shipped when it has already shipped.","quote":"Unfortunately, we're unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Hello Mia,\n\nYour order AA-68018 has already shipped (shipped on November 9, 2026 via UPS with tracking number 1Z804263906862), so we are unable to change the delivery address on our end.\n\nHowever, you can contact UPS directly or visit their website to request a package redirect to your new address using your tracking number: 1Z804263906862.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, explained that the address cannot be modified internally, and gave the customer the tracking number and instructions to request a redirect with UPS.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-68018"},"output":{"ok":true,"order":{"order_id":"AA-68018","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z804263906862","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-email","kb-tracking","kb-giftcards"]}]}},{"id":"T-1203","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Mia Novak","country":"UK","subject":"","body":"Hi, I placed order AA-70001 recently and I really need a formal VAT invoice for it so I can submit it to my company's finance department for my work expenses, as they won't accept the regular confirmation email without the full breakdown.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-70001","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM336314779260","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia! If you are a UK or EU customer, you can download your formal VAT invoice directly by going to Orders in your account, selecting order AA-70001, and clicking \"Download invoice.\"","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to download the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"You can download your formal VAT invoice directly from your account. Please go to Orders > select order AA-70001 > click Download invoice.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly resolves the issue by giving the accurate steps per policy to download the VAT invoice.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-70001"},"output":{"ok":true,"order":{"order_id":"AA-70001","status":"delivered","country":"UK","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM336314779260","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-email","kb-damaged"]}]}},{"id":"T-1204","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Kofi Bennett","country":"US","subject":"Promo code still not working","body":"I am writing back because I am still having issues checking out and your site seems completely broken. My promo code TRAIL15 keeps saying 'invalid' at checkout, even though I also tried entering a second code to see if that helped. I have a clearance item in my cart and nothing is applying properly. Please fix this.\n\nKofi","gold":"One code per order; codes don't apply to final-sale (clearance) items and can't be combined. Not a bug.","order":null,"before":{"reply":"Hi Kofi, thanks for reaching out. Promo codes cannot be applied to clearance items, as all clearance items are considered final sale. Additionally, our checkout only allows one promo code per order, and codes cannot be combined with other offers. If you add regular-priced items to your cart, your promo code should apply to those eligible items!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes on clearance items and combining multiple codes, resolving the ticket completely.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-118","hc-104"]}]},"after":{"reply":"Hi Kofi,\n\nOur system allows only one promo code per order, and promo codes cannot be combined with other offers. Additionally, promo codes do not apply to final-sale items (including clearance items), which is why you are receiving the 'invalid code' message.\n\nTo use your promo code:\n1. Ensure only eligible, non-final-sale items are in your cart.\n2. Remove any extra promo codes so that only TRAIL15 is entered in the promo code field at checkout.\n\nIf you remove the clearance item or apply the code strictly to eligible items, your discount should apply properly at checkout.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-app","kb-damaged","kb-address"]}]}},{"id":"T-1205","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Liam Novak","country":"US","subject":"Old gift card question","body":"I received an Alder & Ash gift card two years ago and need to know if it still works or if it's just useless now.\n\nLiam","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Liam,\n\nThanks for reaching out! Alder & Ash gift cards expire 12 months after purchase, so a card received two years ago would unfortunately no longer be valid.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly claims gift cards expire after 12 months, whereas policy states they never expire.","quote":"Alder & Ash gift cards expire 12 months after purchase, so a card received two years ago would unfortunately no longer be valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124","hc-109"]}]},"after":{"reply":"Hi Liam,\n\nGood news—Alder & Ash gift cards never expire, so your gift card is still completely valid and ready to use at checkout. Please note that while gift cards can be used toward standard merchandise, they cannot be applied toward an Ash Club membership.\n\nLet us know if you need help with anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms that gift cards never expire and notes that they cannot be used toward an Ash Club membership, fully answering the customer's question in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-not-received","kb-damaged","kb-club"]}]}},{"id":"T-1206","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Ben Silva","country":"CA","subject":"Still waiting for shipping info to Toronto","body":"Hello, I am asking once again since I haven't gotten an answer. I am thinking of ordering a jacket and I live in Canada, specifically in Toronto. Exactly how long does your standard shipping take to get here?\n\nBen","gold":"Standard shipping to Canada: 5-8 business days.","order":null,"before":{"reply":"Hi Ben,\n\nThanks for reaching out! For international orders to Canada, standard shipping usually takes 7 to 14 business days to arrive, depending on customs.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to Canada takes 5-8 business days according to policy, but the bot states it takes 7 to 14 business days.","quote":"For international orders to Canada, standard shipping usually takes 7 to 14 business days to arrive, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-110"]}]},"after":{"reply":"Hello Ben,\n\nStandard shipping to Canada takes 5 to 8 business days.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the standard shipping timeframe to Canada according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-refund-timing","kb-care"]}]}},{"id":"T-1207","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Samuel Kowalski","country":"US","subject":"Ash Club details","body":"How much does Ash Club cost per month and what do I get with it?\n\nSamuel","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Samuel,\n\nAsh Club membership is $8 per month. As a member, you get free express shipping and 10% off full-price items.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the pricing and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Hi Samuel,\n\nAsh Club costs $8 per month. As a member, you receive:\n- Free express shipping (1-2 business days, US only)\n- 10% off full-price items\n\nYou can cancel your membership at any time by going to Account > Membership. If you cancel, your benefits will continue through the end of the month you paid for.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the cost and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1208","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"chat","name":"Mia Moreau","country":"US","subject":"","body":"I am asking again because I returned the Kettle Wool Gloves from order AA-27063 over a week ago and there is still no refund showing on my card. Where is my money?","gold":"Return received 2026-11-07; refund of $42.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-27063","status":"returned","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z925531376597","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08"},"before":{"reply":"Hi Mia, thanks for reaching out. Once we receive your return, please allow up to 14 days for your refund to be processed and appear on your card. If it has been more than 14 days since we received your return, please let us know so we can look into this further for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot gives an incorrect 14-day timeline not found in policy and fails to inform the customer that the return was already received and refunded on 2026-11-08.","quote":"Once we receive your return, please allow up to 14 days for your refund to be processed and appear on your card."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Your return for the Kettle Wool Gloves (order AA-27063) was received at our warehouse on November 7, 2026, and your refund of $48.95 was issued on November 8, 2026 to your original payment method. Please note that after a refund is issued, banks typically take 5 to 10 business days to post the credit to your account. If the funds do not appear after 10 business days from November 8, please contact your card issuer to check on the pending transaction.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot stated the refund amount was $48.95 instead of the item price of $42.00, as original shipping fees are not refunded for returns.","quote":"Your return for the Kettle Wool Gloves (order AA-27063) was received at our warehouse on November 7, 2026, and your refund of $48.95 was issued on November 8, 2026 to your original payment method."},"outcome":"false_resolution","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-27063"},"output":{"ok":true,"order":{"order_id":"AA-27063","status":"returned","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z925531376597","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":"2026-11-07","refund_issued":"2026-11-08","days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-address","kb-refund-timing"]}]}},{"id":"T-1209","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Anna Meyer","country":"US","subject":"Account locked","body":"Hello,\n\nI was attempting to log in earlier and entered my password a bunch of times, but now the site is telling me that my account has been locked. Could you please let me know what I should do next to regain access?\n\nThank you,\nAnna","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Anna,\n\nI'm sorry to hear that your account has been locked! Because our help articles don't cover unlocking accounts, I'm passing your request along to our support team so they can help you regain access as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111"]}]},"after":{"reply":"Hi Anna,\n\nAfter 5 failed sign-in attempts, your account is temporarily locked for 15 minutes and will unlock automatically once that time has passed.\n\nOnce the 15 minutes have elapsed, you can reset your password by clicking 'Forgot password' on the sign-in page. We will email you a password reset link, which is valid for 30 minutes.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains that the account automatically unlocks after 15 minutes and instructs the customer on how to reset their password using 'Forgot password'.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1210","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Grace Costa","country":"US","subject":"Change address order AA-14397","body":"Hello, I want please change my delivery address for order AA-14397 because I moved flats. I do not know if it is already shipped or no. Can you help me to update?\n\nGrace","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z580460394617.","order":{"order_id":"AA-14397","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z580460394617","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace,\n\nUnfortunately, we are unable to change the shipping address once an order has been placed.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that address changes are never possible once an order is placed, and fails to inform the customer that the order has shipped or provide the tracking details to request a carrier redirect per policy SHP-6.","quote":"Unfortunately, we are unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Hello Grace,\n\nYour order AA-14397 has already shipped and is currently in transit with UPS (tracking number: 1Z580460394617). Because the order has already shipped, we are unable to change the delivery address directly.\n\nHowever, you can contact UPS directly or visit their website to request a package redirection using your tracking number: 1Z580460394617.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-14397"},"output":{"ok":true,"order":{"order_id":"AA-14397","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z580460394617","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-email","kb-returns"]}]}},{"id":"T-1211","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Felix Brooks","country":"US","subject":"Change email address","body":"Hello support, I need change my email on account to my new work email address. Please help me how to do this. Thank you, Felix","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Felix,\n\nYou can easily update your email address by logging into your account and heading to Account > Profile > Email. Enter your new work email address there, and we'll send a confirmation link to that address to finalize the change.\n\nLet us know if you need any further help!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-126"]}]},"after":{"reply":"Hi Felix, you can update your email address by going to Account > Profile > Email. Enter your new work email address there, and then click the confirmation link sent to that new inbox to complete the update.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and accurately explains how to change the account email address per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-damaged"]}]}},{"id":"T-1212","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Maya Haddad","country":"US","subject":"Caring for rain jacket","body":"Hello, my rain jacket is no longer beading water like it used to. Could you please let me know how I should wash it and make it waterproof again? Thanks so much, Maya","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Maya,\n\nTo wash your waterproof jacket, hand wash it in cold water and hang it to dry away from direct heat (never tumble dry it).\n\nAs for restoring the water beading and reproofing your jacket, I'm handing your request over to our support team so they can provide you with the best guidance on re-waterproofing your gear!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Maya,\n\nTo restore water repellency to your jacket, wash it with a technical wash, then tumble dry it on low heat for 20 minutes. The heat will reactivate the durable water-repellent (DWR) coating so it beads water properly again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explained how to re-waterproof the jacket according to policy HOW-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-giftcards"]}]}},{"id":"T-1213","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Liam Patel","country":"US","subject":"Refund status for order AA-80715","body":"Hi there! I sent back the Cairn Beanie from order AA-80715 over a week ago, but I still haven't seen the refund show up on my card. Could you check where the money is? Thanks, Liam","gold":"Return received 2026-11-04; refund of $28.00 issued 2026-11-05 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-80715","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z644543035044","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":"2026-11-04","refund_issued":"2026-11-05"},"before":{"reply":"Hi Liam,\n\nOnce we receive your return, please allow up to 14 days for your refund to be processed. \n\nSince you've asked us to check on the specific status of your return for order AA-80715, I'm handing this over to our support team so they can look into your order details and follow up with you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-108","hc-101"]}]},"after":{"reply":"Hi Liam, your return for the Cairn Beanie (order AA-80715) was received on November 4, 2026, and your refund was issued on November 5, 2026. Depending on your financial institution, it typically takes 5–10 business days from the issue date for the funds to post to your original payment method. If you don't see it reflected after 10 business days, please check with your bank or reply back to us.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately confirms that the return was received and the refund was issued, correctly cites the 5-10 business day timeline per policy, and provides a clear next step.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-80715"},"output":{"ok":true,"order":{"order_id":"AA-80715","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z644543035044","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":"2026-11-04","refund_issued":"2026-11-05","days_since_delivery":21,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-refund-timing","kb-damaged","kb-returns"]}]}},{"id":"T-1214","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Jake Patel","country":"US","subject":"Order AA-21429","body":"Hi team, hope you're having a good day! Just reaching out about order AA-21429 because I'll need to file a chargeback and dispute it with my bank if we can't get it sorted today. Thanks, Jake","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-21429","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z801188130006","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake, thanks for reaching out. I'm handing this over to our support team right away so they can look into your order AA-21429 and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-105"]}]},"after":{"reply":"Thanks, Jake. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"other","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1215","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Aisha Novak","country":"EU","subject":"VAT invoice order AA-10117","body":"Hello, I need please a VAT invoice for order AA-10117. It is for my company expenses report. Thanks, Aisha","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-10117","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD051708109671","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Aisha,\n\nIf you are located in the UK or EU, you can easily download your VAT invoice directly from your account. Just head to Orders, select order AA-10117, and click \"Download invoice.\"\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guided the customer to download the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"Hello Aisha,\n\nYou can download the VAT invoice for order AA-10117 directly from your account. Simply go to Orders, select order AA-10117, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly resolves the inquiry by providing the exact policy instructions for downloading a VAT invoice.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-10117"},"output":{"ok":true,"order":{"order_id":"AA-10117","status":"delivered","country":"EU","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD051708109671","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-address","kb-damaged"]}]}},{"id":"T-1216","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Oliver Okafor","country":"US","subject":"Password reset expired","body":"Forgot my password and the reset link from yesterday says it is expired. Oliver","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Oliver, password reset links are valid for 30 minutes, which is why your link from yesterday has expired. To get a new one, simply click 'Forgot password' on the sign-in page, and we will email you a fresh link right away!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 30-minute validity policy and provides the concrete next step to request a new password reset link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-108","hc-112"]}]},"after":{"reply":"Password reset links are valid for 30 minutes. To receive a new link, please go to the sign-in page and click 'Forgot password'. We will immediately email you a fresh reset link valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 regarding password reset links and gives clear instructions on how to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-not-received","kb-email"]}]}},{"id":"T-1217","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Samuel Okafor","country":"US","subject":"","body":"scree trail pants from order AA-31547 bought like 6 months ago and the main zip just failed is this coverd?","gold":"Defect after 90 days (185 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-31547","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z934818887255","ordered":"2026-05-04","shipped":"2026-05-05","delivered":"2026-05-09","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear that the zipper on your Scree Trail Pants failed! I don't have information about our warranty coverage in our help center, so I'm handing this over to our support team. A team member will look into your order AA-31547 and assist you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124","hc-108"]}]},"after":{"reply":"Thanks, Samuel. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-31547. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-31547"},"output":{"ok":true,"order":{"order_id":"AA-31547","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z934818887255","ordered":"2026-05-04","shipped":"2026-05-05","delivered":"2026-05-09","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":185,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-31547","reason":"defective"},"output":{"order_id":"AA-31547","item":"Scree Trail Pants","amount":98.0,"final_sale":false,"days_since_delivery":185,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1218","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Nora Silva","country":"US","subject":"Account locked","body":"Tried my password several times and now the site says my account is locked. What now? Nora","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Nora,\n\nI'm sorry to hear that your account has been locked. I don't have the tools to unlock your account directly, so I'm handing this over to our support team to assist you. A team member will be in touch shortly to help get your access restored!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111"]}]},"after":{"reply":"Hi Nora, after 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once that time has passed, you can try signing in again. If you've forgotten your password, click 'Forgot password' on the sign-in page, and we will email you a password reset link that remains valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the 15-minute automatic unlock policy and gives concrete next steps for resetting the password.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1219","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"chat","name":"Sofia Ibrahim","country":"US","subject":"","body":"I just checked my order history page and it's displaying orders that aren't mine, along with completely different person's name.","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hello Sofia, thank you for reaching out. I'm sorry to hear that you're seeing incorrect order information on your account. I am handing this conversation over to our support team right away so they can investigate and resolve this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-111"]}]},"after":{"reply":"Thanks, Sofia. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1220","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Lena Meyer","country":"US","subject":"ridgeline sizing","body":"hi stuck betwen M and L for ridgeline shell jacket wear a fleece under it in winter wich size shoud i get? lena","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Lena,\n\nIf you're between sizes on a shell jacket, we recommend sizing up so it comfortably fits over layers like your fleece. In this case, size Large would be the best choice!\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-103","hc-120"]}]},"after":{"reply":"Hi Lena,\n\nIf you are between sizes on a shell jacket, we recommend sizing up so it fits comfortably over layers like a fleece. For the Ridgeline shell jacket, size L would be the best choice.\n\nYou can also check the size chart on the Ridgeline product page for detailed measurements.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to size L based on the policy for shell jackets worn over layers and mentions checking the size chart.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-refund-timing","kb-care"]}]}},{"id":"T-1221","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Emma Larsen","country":"US","subject":"return order aa-26412","body":"hi bought kettle wool gloves on order AA-26412 but they dont fit. want to send them back for a refund please let me kno how emma","gold":"Not returnable: the Kettle Wool Gloves on AA-26412 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-26412","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z405191443169","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma, thanks for reaching out! You can return unworn items within 60 days of delivery for a full refund. I have forwarded your request and order number (AA-26412) to our team so they can send you a return shipping label shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-108"]}]},"after":{"reply":"Hi Emma,\n\nThank you for reaching out. Your Kettle Wool Gloves from order AA-26412 are marked as final sale. Under our return policy, final-sale items cannot be returned or refunded unless they arrive damaged or defective. Because this return is due to sizing, the item is not eligible for a return or refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is marked as final sale and not eligible for a return or refund for sizing issues, adhering to the store policy and matching the resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-26412"},"output":{"ok":true,"order":{"order_id":"AA-26412","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z405191443169","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":7,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-26412","reason":"change_of_mind"},"output":{"order_id":"AA-26412","item":"Kettle Wool Gloves","amount":42.0,"final_sale":true,"days_since_delivery":7,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-returns","kb-damaged","kb-refund-timing"]}]}},{"id":"T-1222","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Maya Nguyen","country":"US","subject":"Question about rain jacket","body":"Hello, my rain jacket is not beading the water anymore when it rains. How I can wash it to make it waterproof again? Thank you, Maya","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Maya,\n\nTo care for your waterproof jacket, hand wash it in cold water and hang it to dry away from direct heat—never tumble dry it.\n\nOur current care guide doesn't include specific instructions for reproofing or restoring the water-beading finish, so I'm passing your request to our support team to help you with the best next steps!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Maya,\n\nTo restore your jacket's water repellency, wash it using a technical wash, then tumble dry it on low heat for 20 minutes. The heat from the dryer will reactivate the durable water-repellent (DWR) coating so water beads up again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the care instructions per policy [HOW-2] to re-waterproof the jacket.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1223","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Mateo Ibrahim","country":"US","subject":"account locked","body":"tried my pasword a bunch of times and now site says accout is locked. what now? mateo","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Mateo, thanks for reaching out. I'm handing this over to our support team so they can help unlock your account as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112"]}]},"after":{"reply":"Hi Mateo,\n\nAfter 5 failed sign-in attempts, your account is locked for 15 minutes. It will unlock automatically once that time has passed.\n\nOnce the 15 minutes are up, you can reset your password by clicking 'Forgot password' on the sign-in page. We will send a reset link to your email, which will remain valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the 15-minute automatic unlock policy and gives the concrete next step to use the Forgot password link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-shipping","kb-not-received","kb-privacy"]}]}},{"id":"T-1224","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Jonas Nguyen","country":"US","subject":"Refund status AA-91746","body":"Returned the Basecamp Merino Tee from order AA-91746 over a week ago and there is still no refund on my card. Where is my money?\n\nJonas","gold":"Return received 2026-11-06; refund of $48.00 issued 2026-11-07 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-91746","status":"returned","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z046048848745","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":"2026-11-06","refund_issued":"2026-11-07"},"before":{"reply":"Hi Jonas,\n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed. Since it has been just over a week, your return may still be processing. \n\nIf you haven't received your refund after the 14-day window has passed, please let us know and we'll be happy to look into it for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy of up to 14 days for refund processing instead of 2 business days after receipt, and fails to check that the refund was already issued on 2026-11-07.","quote":"Once we receive your returned item, please allow up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Jonas,\n\nYour return for the Basecamp Merino Tee (order AA-91746) was received at our warehouse on November 6, 2026, and your refund was issued to your original payment method on November 7, 2026.\n\nWhile the refund has been processed on our end, banks typically take 5 to 10 business days to post the funds to your account. If the refund does not appear on your card statement after 10 business days from November 7, please check with your financial institution or let us know so we can assist you further.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the return was received on November 6 and the refund issued on November 7, explaining the bank processing timeframe of 5-10 business days per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-91746"},"output":{"ok":true,"order":{"order_id":"AA-91746","status":"returned","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z046048848745","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":"2026-11-06","refund_issued":"2026-11-07","days_since_delivery":19,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-returns","kb-refund-timing","kb-address"]}]}},{"id":"T-1225","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Noah Bennett","country":"US","subject":"rain jacket not waterproof","body":"my rain jaket isnt beading water anymore. how do i wash it / make it waterproof agian? noah","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Noah,\n\nTo wash your jacket, hand wash it in cold water and hang it to dry away from direct heat—never tumble dry it. \n\nAs our care guide doesn't cover reproofing instructions to restore water beading, I'm passing this over to our support team so they can help make this right under our Alder & Ash Guarantee!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-121","hc-125"]}]},"after":{"reply":"To restore the water repellency on your jacket, wash it using a technical wash, then tumble dry it on low heat for 20 minutes. The heat reactivates the durable water-repellent (DWR) coating so water will bead up again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains how to reactivate the DWR coating following policy HOW-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1226","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Zoe Lindqvist","country":"US","subject":"Order AA-34548 missing","body":"Tracking for order AA-34548 says delivered, but nothing arrived. I already checked with my neighbours.\n\nZoe","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-34548","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z532271610653","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe, I'm sorry to hear that your order is marked as delivered but hasn't arrived. Since tracking shows it was delivered and you've already checked with your neighbors, I'm handing this over to our support team so they can investigate order AA-34548 for you. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-105","hc-110"]}]},"after":{"reply":"Thanks, Zoe. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-34548. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":["not_received"]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-34548"},"output":{"ok":true,"order":{"order_id":"AA-34548","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z532271610653","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1227","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Jonas Keller","country":"US","subject":"Security issue with saved address at checkout","body":"I am writing again because I have not received an answer about this serious issue. When I went to checkout, the saved address displayed completely different information with someone else's name and street.\n\nJonas","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Jonas,\n\nThank you for bringing this to our attention. I understand how concerning this is, and I am escalating your message directly to our support team right now so they can investigate this security issue immediately. A team member will be in touch with you as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-104"]}]},"after":{"reply":"Thanks, Jonas. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1228","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Grace Fischer","country":"US","subject":"Problem in order history","body":"Hello, I look at my order history page and it showed orders that are not mine with another person name on them. Please can you check this?\n\nGrace","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hello Grace,\n\nThank you for bringing this to our attention. Because this involves an account issue that requires investigation, I'm passing this over to our support team right away so they can look into your order history and help get this sorted for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-116","hc-110"]}]},"after":{"reply":"Thanks, Grace. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1229","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Zoe Novak","country":"US","subject":"change email","body":"need to change the email on my acount to my new work adress quick. thanks zoe","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Zoe, you can easily update your email address by going to Account > Profile > Email and entering your new work address. We'll send a confirmation link to your new email to complete the update!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"Hi Zoe, you can update your email address by going to Account > Profile > Email. Enter your new work address there, and then click the confirmation link sent to that new email to complete the change.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and concisely explains how to change the account email according to policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-damaged"]}]}},{"id":"T-1230","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Priya Meyer","country":"US","subject":"Rain jacket not performing","body":"My rain jacket isn't beading water anymore at all. How am I supposed to wash it and actually make it waterproof again?\n\nPriya","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Priya,\n\nTo wash your waterproof jacket, hand wash it in cold water and hang it to dry away from direct heat—never tumble dry it.\n\nAs for restoring the water-repellent beading, I'm passing your message to our support team so they can provide recommendations on reproofing your jacket.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Priya,\n\nTo restore your jacket's water repellency, wash it with a technical wash, then tumble dry it on low heat for 20 minutes. The heat from the dryer reactivates the durable water-repellent (DWR) coating so it will bead water again.\n\nPlease let us know if you have any questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and accurately provides the policy instructions for re-waterproofing the jacket.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-club"]}]}},{"id":"T-1231","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Leila Haddad","country":"US","subject":"Password reset problem","body":"Hello Alder & Ash,\n\nI forgot my password for account, so I asked for reset link yesterday. But when I click it today, it say the link is expired. Can you please help me to reset it?\n\nThank you,\nLeila","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Leila,\n\nOur password reset links are valid for 30 minutes for security purposes, which is why yesterday's link has expired. \n\nTo get a new one, simply go to the sign-in page, click 'Forgot password', and follow the new link we send to your email within 30 minutes.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-113"]}]},"after":{"reply":"Hello Leila,\n\nPassword reset links are only valid for 30 minutes, which is why yesterday's link has expired. \n\nTo reset your password, please go to our sign-in page and click 'Forgot password' to request a new link. Once the email arrives, make sure to click the link and set your new password within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email","kb-club","kb-privacy"]}]}},{"id":"T-1232","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Chloe Larsen","country":"US","subject":"","body":"Hi there! My rain jacket isn't beading water anymore, and I'd love some advice. How do I wash it or make it waterproof again?","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"To wash your waterproof jacket, hand wash it in cold water. Never tumble dry it—instead, hang it to dry away from direct heat.\n\nAs for restoring its water repellency, our guides don't cover reproofing steps, so I'm passing your request to our support team to help you with that and ensure your jacket is performing as it should under our lifetime guarantee!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-121","hc-115"]}]},"after":{"reply":"To restore the water repellency of your jacket, wash it using a technical wash, then tumble dry it on low heat for 20 minutes. The heat will reactivate the durable water-repellent (DWR) coating so it starts beading water again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and completely explains the re-waterproofing process according to policy [HOW-2].","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-club"]}]}},{"id":"T-1233","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"chat","name":"Anna Kowalski","country":"US","subject":"","body":"I'm asking about this again because I need it sorted out. My bank app shows two charges of $159.00 for order AA-93780. Please refund the duplicate charge immediately.","gold":"One charge of $159.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-93780","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z424420230311","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear about the duplicate charge for order AA-93780. I'm connecting you with a member of our support team right now so they can investigate your billing and issue the refund for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-103","hc-124"]}]},"after":{"reply":"I checked your charges for order AA-93780. There is only one posted charge of $159.00 from November 9, 2026; the second $159.00 charge is a temporary pending authorization, not a posted charge. Because it has not posted, there is no duplicate payment to refund—pending authorizations automatically drop off your bank statement within 3 to 5 business days. Please monitor your bank account during this window, and if it does post, let us know so we can assist further.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that one charge is posted and the other is a pending authorization that drops off in 3-5 business days, with no duplicate to refund, matching policy BIL-3 and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-93780"},"output":{"ok":true,"order":{"order_id":"AA-93780","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z424420230311","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-93780"},"output":{"ok":true,"orders":[{"order_id":"AA-93780","charges":[{"amount":159.0,"date":"2026-11-09","state":"posted"},{"amount":159.0,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-damaged","kb-refund-timing","kb-tracking"]}]}},{"id":"T-1234","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Noah Silva","country":"US","subject":"","body":"Hello, the Android app has been crashing the moment it opens ever since the last update. I am currently running version 4.2.0.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Noah, thanks for reaching out. I'm sorry to hear that the Android app is crashing for you. I don't have information on this specific issue in our current guides, so I am handing your request over to our support team so they can look into this and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-121"]}]},"after":{"reply":"To resolve the crashing issue, please update the app to version 4.2.1 directly from the Google Play Store, where a fix has been released.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the known bug and advised updating to version 4.2.1 via Google Play according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1235","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Elena Patel","country":"US","subject":"","body":"Hi! So I'm looking at getting the Larch Insulated Parka for the upcoming cold weather season because I really need something solid, but before I actually go ahead and buy it, I was wondering what kind of warranty comes with it? Just want to know what's covered before purchasing.","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Elena! Our products carry a 2-year warranty against manufacturing defects. Let us know if you have any other questions about the Larch Insulated Parka!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the warranty policy as requested.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-116","hc-120"]}]},"after":{"reply":"Our products, including our parkas, come with a 2-year warranty against manufacturing defects. If an item arrives damaged or develops a defect within 90 days of delivery, we will directly refund or replace it without requiring you to send it back (even for final-sale items). After 90 days and up to the 2-year mark, warranty claims are reviewed and handled directly by our warranty team.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding warranty coverage adhering strictly to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-refund-timing","kb-warranty","kb-damaged","kb-email"]}]}},{"id":"T-1236","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Liam Costa","country":"US","subject":"Sizing help for Ridgeline Shell Jacket","body":"Hi team,\n\nI'm looking at the Ridgeline Shell Jacket and torn between sizes M and L. In the winter, I usually wear a fleece underneath it. Which size would you recommend?\n\nBest,\nLiam","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Liam,\n\nThanks for reaching out! Since you are between sizes and plan to wear layers like a fleece underneath, we recommend sizing up to a Large so it fits comfortably over your layers.\n\nPlease let us know if you need anything else!\n\nBest,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Liam,\n\nFor our shell jackets, we recommend sizing up if you are between sizes so that it comfortably fits over layers like a fleece. Therefore, a size L would be the best choice.\n\nYou can also check the specific measurements on the size chart located directly on the Ridgeline Shell Jacket product page to help confirm your fit.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to a size L for a shell jacket to fit over layers and directs the customer to the size chart on the product page in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-double-charge","kb-not-received"]}]}},{"id":"T-1237","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Zoe Nguyen","country":"UK","subject":"UK shipping time query - second attempt","body":"Hello,\n\nI still haven't received an answer regarding this. I am thinking of ordering a jacket and I live in Leeds in the UK. How long does standard shipping take to get here?\n\nZoe","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Zoe, thanks for reaching out! International orders to the UK typically arrive in 7 to 14 business days, depending on customs. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 4-7 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to the UK takes 4 to 7 business days according to policy, not 7 to 14 business days.","quote":"International orders to the UK typically arrive in 7 to 14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-109"]}]},"after":{"reply":"Hi Zoe,\n\nStandard shipping to the UK takes 4 to 7 business days.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 4-7 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-club","kb-vat"]}]}},{"id":"T-1238","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Priya Moreau","country":"US","subject":"Refund request - Order AA-72611","body":"I am contacting you again because I still need this resolved. I want a refund for the Cirque Down Vest ($169) from order AA-72611. I received it 25 days ago, I have changed my mind, and it has never been worn.\n\nPriya","gold":"Eligible, but the refund ($169.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-72611","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z505732546738","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, thanks for reaching out. Since your unworn Cirque Down Vest was delivered within the last 60 days, it is eligible for a full refund. I have passed your request along to our support team so they can generate and send your prepaid return shipping label. Once we receive your returned item, please allow up to 14 days for your refund to be processed.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-109"]}]},"after":{"reply":"Thanks, Priya. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-72611. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-CF7EF5. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-72611"},"output":{"ok":true,"order":{"order_id":"AA-72611","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z505732546738","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":25,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-72611","reason":"change_of_mind"},"output":{"order_id":"AA-72611","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":25,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-CF7EF5","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1239","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Mateo Tanaka","country":"US","subject":"Larch Insulated Parka warranty info","body":"I am looking into buying the Larch Insulated Parka, but I can't find clear information on it. What warranty does it actually come with before I make a purchase?\n\nMateo","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Mateo,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the 2-year warranty policy against manufacturing defects and resolves the customer's inquiry.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-123","hc-108"]}]},"after":{"reply":"Hi Mateo,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. \n\nIf you experience any issues, items reported within 90 days of delivery are refunded or replaced directly. After 90 days, claims are submitted directly to our warranty team for review.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the warranty question in line with policy without hallucinating or contradicting any records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing"]}]}},{"id":"T-1240","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Marco Hughes","country":"CA","subject":"","body":"I'm asking again since I didn't get an answer. I'm thinking of ordering a jacket and live in Toronto, Canada. How long does standard shipping take?","gold":"Standard shipping to Canada: 5-8 business days.","order":null,"before":{"reply":"Hi Marco, thanks for reaching out! For international orders to Canada, standard shipping usually takes 7-14 business days, depending on customs. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"7-14 business days","detail":"7-14 business days international (stale)"},{"name":"States 5-8 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to Canada takes 5-8 business days according to policy, but the bot states it takes 7-14 business days.","quote":"For international orders to Canada, standard shipping usually takes 7-14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-103"]}]},"after":{"reply":"Standard shipping to Canada typically takes 5 to 8 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the delivery timeframe for standard shipping to Canada in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-refund-timing","kb-care","kb-address"]}]}},{"id":"T-1241","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Clara Walsh","country":"EU","subject":"","body":"I am asking again for the VAT invoice for order AA-64252. I really need this document to submit my company expenses.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-64252","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"DHL","tracking":"JD300138144095","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, you can download your VAT invoice directly from your account. Simply go to Orders, select order AA-64252, and click \"Download invoice\". Let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the instructions for downloading a VAT invoice according to policy and correctly referenced the order number.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"You can download your VAT invoice directly from your account. Please go to Orders, select order AA-64252, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-64252"},"output":{"ok":true,"order":{"order_id":"AA-64252","status":"delivered","country":"EU","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"DHL","tracking":"JD300138144095","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-address"]}]}},{"id":"T-1242","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Yuki Reyes","country":"US","subject":"Account is locked","body":"Hello, I try my password many times and now website says account is locked. What now I can do?\n\nYuki","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Yuki,\n\nI'm sorry to hear that your account has been locked. I don't have the tools to unlock it directly, so I'm passing your request to our support team to help you regain access as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111","hc-113"]}]},"after":{"reply":"Hello Yuki,\n\nAfter 5 failed sign-in attempts, your account is locked for 15 minutes. It will unlock automatically once that 15-minute period has passed.\n\nOnce unlocked, if you are unsure of your password, you can click \"Forgot password\" on the sign-in page to receive a password reset link by email. Please note that the reset link is valid for 30 minutes.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 15-minute automatic unlock policy and provides clear next steps regarding password reset.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1243","split":"dev","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Hannah Patel","country":"US","subject":"Shipping inquiry","body":"Hello Alder & Ash team,\n\nI am a US customer and currently have $68 worth of items in my cart. Could you please let me know if shipping is free, or what the minimum spend is to qualify?\n\nThank you,\nHannah","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Hannah,\n\nYes, your order qualifies for free shipping! We offer free standard shipping on US orders over $50, so with $68 in your cart, standard shipping will be free.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly stated that US standard shipping is free on orders over $50, when policy dictates it is free on orders over $75.","quote":"We offer free standard shipping on US orders over $50, so with $68 in your cart, standard shipping will be free."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"Hi Hannah,\n\nFor US orders, standard shipping is free on orders over $75. Since your cart currently totals $68, standard shipping would cost $6.95 unless you add $7 or more in items to reach the $75 threshold.\n\nAlternatively, standard US shipping takes 3-5 business days. Express shipping (1-2 business days) is also available for $18, or free if you are an Ash Club member.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the free shipping threshold and fee according to policy, accurately answering the customer's question.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-app"]}]}},{"id":"T-1244","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Ben Romano","country":"US","subject":"Update on order AA-35543","body":"I am writing again because order AA-35543 shipped ages ago and the tracking has not moved in over a week. I am really worried that the package is lost.\n\nBen","gold":"Tracking last updated 2026-11-01 (9 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-35543","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z022661986441","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, I understand your concern about your order tracking not updating. Since our help articles don't cover stalled tracking in transit, I'm handing this over to our support team so they can look into the status of order AA-35543 and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-109","hc-110"]}]},"after":{"reply":"Thanks, Ben. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-35543. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-35543"},"output":{"ok":true,"order":{"order_id":"AA-35543","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z022661986441","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":9,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1245","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Emma Romano","country":"US","subject":"Android app crashing immediately","body":"Hi there,\n\nI was trying to browse your store from my phone earlier today, but every single time I tap to launch the Android app, it crashes the exact moment it opens. This only started happening right after the last update took place, and I checked my phone settings to see that it is currently running version 4.2.0.\n\nBest,\nEmma","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Emma,\n\nThanks for reaching out! I'm sorry to hear that the Android app is crashing on launch. We don't have information on this specific issue in our current help resources, so I am handing your request over to our support team so they can investigate and assist you further.\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-123","hc-121"]}]},"after":{"reply":"Hi Emma,\n\nThis crash is a known issue with Android app version 4.2.0. Please update your app to version 4.2.1 from the Google Play Store, where this issue has been resolved.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the known bug and advised updating to version 4.2.1 via Google Play, matching policy and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-sizing","kb-not-received","kb-contact"]}]}},{"id":"T-1246","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Felix Romano","country":"US","subject":"Ash Club cancellation question","body":"Hello,\n\nI am writing because I would like to go ahead and cancel my Ash Club membership. While looking over my account details, I started wondering how the billing works, specifically whether I get any money back for the rest of this current month after cancelling.\n\nThanks,\nFelix","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Felix,\n\nI can certainly connect you with our support team to help process your Ash Club cancellation and clarify how billing and any potential refunds work for the remainder of your current month. A team member will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-112"]}]},"after":{"reply":"Hello Felix,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership.\n\nRegarding your billing question, there are no partial refunds for the remainder of the month after cancelling. However, your membership benefits will continue to remain active until the end of the month you have already paid for.\n\nPlease let us know if you have any additional questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains how to cancel the membership, notes that there are no partial refunds, and explains that benefits continue until the end of the paid month.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1247","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Felix Walsh","country":"US","subject":"","body":"My card was charged $289.00 today under felix.walsh26@mail.example, but no confirmation email arrived. Did the order actually go through?","gold":"Yes: order AA-29189 (Larch Insulated Parka) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-29189","status":"processing","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix, thanks for reaching out. I'm not able to check on your recent charges or confirm whether your order went through, so I'm handing this over to our support team. A team member will look into your account and get back to you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-108","hc-112"]}]},"after":{"reply":"Yes, your order went through successfully! Order #AA-29189 for the Larch Insulated Parka ($289.00) was placed on November 10, 2026, and is currently processing. You can check the status of your order anytime by signing in and going to your Account dashboard.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-29189","status":"processing","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-double-charge","kb-giftcards","kb-password"]}]}},{"id":"T-1248","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Ben Silva","country":"US","subject":"App crash","body":"Since the last update to version 4.2.0, the Android app crashes the moment it opens.\n\nBen","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Ben,\n\nThanks for reaching out. We don't currently have troubleshooting details for this specific Android app issue in our help center, so I'm passing your message over to our support team so they can investigate and assist you further.\n\nSomeone will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118"]}]},"after":{"reply":"To resolve the crash on launch with version 4.2.0, please update your Android app to version 4.2.1. You can do this by opening the Google Play Store on your device, searching for Alder & Ash, and tapping 'Update'.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identifies the issue and advises the customer to update to version 4.2.1 via Google Play, matching policy BUG-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]}]}},{"id":"T-1249","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Ethan Moreau","country":"US","subject":"Checking on order AA-68088","body":"Hi Alder & Ash team,\n\nMy order AA-68088 shipped ages ago, but the tracking hasn't moved in over a week now. I'm just getting a little worried that it might be lost. Thanks for your help!\n\nEthan","gold":"Tracking last updated 2026-10-29 (12 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-68088","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z334648686329","ordered":"2026-10-26","shipped":"2026-10-27","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nI understand your concern about your order not moving for over a week. Since our tracking information doesn't provide more details on stalled shipments, I'm handing this over to our support team so they can investigate what happened to your package and help get this sorted out for you.\n\nSomeone will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-113"]}]},"after":{"reply":"Thanks, Ethan. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-68088. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-68088"},"output":{"ok":true,"order":{"order_id":"AA-68088","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z334648686329","ordered":"2026-10-26","shipped":"2026-10-27","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":12,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1250","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Ben Nguyen","country":"US","subject":"Change address order AA-47476","body":"Hello, I just make order AA-47476 right now, but I put old address by mistake. Please, can you change the shipping to Pine Ridge Road?\n\nThank you,\nBen","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-47476","status":"processing","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, unfortunately, we are unable to change the shipping address once an order has been placed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Ben. I'm going to have a team member change the address before your order ships for order AA-47476. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-47476"},"output":{"ok":true,"order":{"order_id":"AA-47476","status":"processing","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1251","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Maya Costa","country":"US","subject":"Delivery issue with order AA-62578","body":"Hello,\n\nThe tracking information for my order AA-62578 states that it has been delivered, but nothing has arrived. I have already checked with my neighbours, but no one has seen it. Could you please help look into this?\n\nBest regards,\nMaya","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-62578","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z790199181951","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hello Maya,\n\nI'm so sorry to hear that your order hasn't arrived despite being marked as delivered. Since our help articles don't cover missing delivered packages, I am escalating this to our support team so they can investigate order AA-62578 and assist you further.\n\nA team member will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Maya. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-62578. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-62578"},"output":{"ok":true,"order":{"order_id":"AA-62578","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z790199181951","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1252","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Kofi Ibrahim","country":"US","subject":"Warranty inquiry for Larch Insulated Parka","body":"Hello,\n\nI am interested in purchasing the Larch Insulated Parka. Before buying, could you please tell me what kind of warranty it comes with?\n\nThank you,\nKofi","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Kofi,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the pre-purchase inquiry regarding the warranty policy accurately per guidelines.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hello Kofi,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. If an item is found to be defective within 90 days of delivery, it can be refunded or replaced directly. After 90 days, claims are reviewed and handled directly by our warranty team.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing","kb-app"]}]}},{"id":"T-1253","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Yuki Hughes","country":"US","subject":"Problem with address on checkout","body":"Hello,\n\nI went to checkout my order, but the saved address is showing someone else's name and street. This is not my address. Please can you check this?\n\nThank you,\nYuki","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hello Yuki,\n\nThank you for reaching out. I'm handing this over to our support team right away so they can look into your account and get this address issue sorted out for you.\n\nA team member will follow up with you as soon as possible!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Yuki. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1254","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Yuki Brooks","country":"US","subject":"change adress on AA-44565","body":"hi need to change delivery address on order AA-44565 asap i just moved flats. not sure if it shipped yet please let me know\n\nyuki","gold":"Already shipped (2026-11-08) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z241615979766.","order":{"order_id":"AA-44565","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z241615979766","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Yuki,\n\nUnfortunately, we are unable to change the shipping address once an order has been placed. We apologize for any inconvenience this may cause!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot fails to inform the customer that the order has already shipped and does not provide the tracking number and instructions to request a redirect from the carrier as required by policy.","quote":"Unfortunately, we are unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Hi Yuki,\n\nYour order AA-44565 has already shipped (status: in transit) via UPS with tracking number 1Z241615979766. \n\nBecause the order has already shipped, we are unable to change the delivery address directly. However, you can contact the carrier (UPS) directly and request a package redirect using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, explained that we cannot change the address once shipped, provided the tracking details, and advised contacting UPS for a package redirect per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-44565"},"output":{"ok":true,"order":{"order_id":"AA-44565","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z241615979766","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-damaged","kb-email"]}]}},{"id":"T-1255","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Yuki Novak","country":"US","subject":"Incorrect Ash Club charge","body":"Hello,\n\nI just noticed an $8 charge on my account for the Ash Club, but I was under the impression that the membership is $6. Which price is actually correct?\n\nYuki","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Yuki,\n\nThe current price for the Ash Club membership is $8 per month. Please let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the membership cost according to policy and fully resolves the customer's question.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hello Yuki,\n\nThe correct price for Ash Club is $8 per month. The membership includes free express shipping and 10% off full-price items.\n\nIf you do not wish to keep the membership, you can cancel at any time by going to Account > Membership. Your benefits will continue through the end of the billing period you paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the $8/month price and perks per policy BIL-1, and helpfully includes cancellation instructions per BIL-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"charge_lookup","input":{"order_id":null},"output":{"ok":false,"error":"no charges found for this customer"}},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-double-charge","kb-shipping"]}]}},{"id":"T-1256","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Emma Brooks","country":"US","subject":"Refund for order AA-61839","body":"I returned the Tarn Fleece from order AA-61839 over a week ago and there is still no refund on my card. Where is my money?\n\nEmma","gold":"Return received 2026-11-05; refund of $89.00 issued 2026-11-06 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-61839","status":"returned","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z501282333865","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":"2026-11-05","refund_issued":"2026-11-06"},"before":{"reply":"Hi Emma,\n\nOnce we receive your return, it can take up to 14 days for your refund to be processed. Since it has been just over a week, your return may still be processing. \n\nIf you haven't received your refund after the 14-day window has passed, please let us know and we'll be happy to look into it for you!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"take up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy of taking up to 14 days to process refunds and fails to inform the customer that their refund was already issued on 2026-11-06.","quote":"Once we receive your return, it can take up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Emma,\n\nWe received your returned Tarn Fleece on November 5, 2026, and your refund of $89.00 was issued back to your original payment method on November 6, 2026.\n\nWhile refunds are processed on our end within 2 business days of receipt, banks and credit card companies typically take 5 to 10 business days to post the credit to your account. Depending on your financial institution, you should see the funds reflected on your statement shortly. If it does not appear after 10 business days from November 6, please check with your card issuer or reach back out to us.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the refund was issued on November 6, 2026, accurately explained the 5-10 business day bank processing timeline according to policy, and gave clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-61839"},"output":{"ok":true,"order":{"order_id":"AA-61839","status":"returned","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z501282333865","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":"2026-11-05","refund_issued":"2026-11-06","days_since_delivery":20,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-address","kb-refund-timing"]}]}},{"id":"T-1257","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Felix Silva","country":"US","subject":"Second request: Delete my account and data","body":"This is the second time I am asking for this. I want my account deleted and all of my personal data completely erased from your systems immediately.\n\nFelix","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Felix, thanks for reaching out. I've escalated your request to delete your account and personal data directly to our support team so they can take care of this for you immediately.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-112","hc-115"]}]},"after":{"reply":"Thanks, Felix. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1258","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Jake Silva","country":"CA","subject":"","body":"Hi there! I'd like to return the Tarn Fleece from order AA-50893 for a refund because it's the wrong size. It arrived about a week ago, has never been worn, and still has all the tags on.","gold":"Eligible: delivered 2026-11-05 (5 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $89.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-50893","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Canada Post","tracking":"CP828454316877","ordered":"2026-10-31","shipped":"2026-11-01","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake! Since your Tarn Fleece is unworn with tags attached and was delivered within the last 30 days, it is eligible for a full refund to your original payment method. I'm passing this over to our support team so a team member can generate and send your return shipping label for order AA-50893. They will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-102"]}]},"after":{"reply":"Your return for the Tarn Fleece from order AA-50893 has been started (RMA-203633). A prepaid return shipping label has been emailed to you. Because this order is in Canada, a $7.95 label fee will be deducted from your $89.00 refund.\n\nNext steps:\n1. Print the emailed prepaid label and attach it to your package with the unworn item and tags attached.\n2. Drop off the package with the carrier.\n\nOnce our warehouse receives your return, your refund will be issued within 2 business days, and your bank will post the funds within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified return eligibility, applied the Canada label fee deduction, provided concrete next steps, and accurately stated the refund timeline per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-50893"},"output":{"ok":true,"order":{"order_id":"AA-50893","status":"delivered","country":"CA","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Canada Post","tracking":"CP828454316877","ordered":"2026-10-31","shipped":"2026-11-01","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-50893","reason":"change_of_mind"},"output":{"order_id":"AA-50893","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":5,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-203633","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-sizing","kb-refund-timing","kb-tracking"]}]}},{"id":"T-1259","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Grace Moreau","country":"US","subject":"Android app crashing on startup","body":"Hi Alder & Ash team,\n\nI'm having some trouble with the Android app (version 4.2.0). Since the last update, it crashes the moment I open it. Hope this helps you track down the issue!\n\nBest,\nGrace","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Grace,\n\nThanks for reaching out and letting us know about this issue with the Android app (version 4.2.0). I don't have information on this specific crash in our help articles, so I'm passing your report over to our support team to investigate further. Someone will be in touch with you soon!\n\nBest,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-113","hc-121"]}]},"after":{"reply":"Hi Grace,\n\nThanks for reaching out! We are aware of the crash on version 4.2.0. This issue is resolved in version 4.2.1. Please update the app to version 4.2.1 directly from Google Play, and it should open normally.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identifies the known bug in Android app version 4.2.0 and directs the user to update to version 4.2.1 via Google Play, matching policy BUG-2 and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-club","kb-giftcards","kb-shipping"]}]}},{"id":"T-1260","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Emma Kowalski","country":"US","subject":"Rain jacket no longer beading water","body":"My rain jacket is already failing to bead water. How do I wash it or make it waterproof again?\n\nEmma","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Emma,\n\nTo wash your waterproof jacket, hand wash it in cold water. Be sure never to tumble dry it—always hang it to dry away from direct heat.\n\nAs for restoring the water beading and reproofing your jacket, I'm handing your message over to our support team so they can guide you through the best options!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"To restore your jacket's water-repellent (DWR) coating so it beads water again, wash it with a technical wash, then tumble dry it on low heat for 20 minutes. The heat from the dryer reactivates the coating.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains how to re-waterproof the jacket following policy HOW-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1261","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Chloe Okafor","country":"US","subject":"","body":"I'm looking at purchasing the Larch Insulated Parka and wanted to check in first. I usually like to know what kind of protection I have before making an investment in outdoor outerwear, so could you tell me what warranty it comes with?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Chloe! Our products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the warranty question in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-124","hc-107"]}]},"after":{"reply":"Our products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. If an item arrives defective or develops a defect within 90 days of delivery, it can be refunded or replaced directly. After 90 days (and up to the 2-year mark), warranty claims are passed to our warranty team for review.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-double-charge","kb-refund-timing","kb-app"]}]}},{"id":"T-1262","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Theo Lindqvist","country":"US","subject":"Missing package for order AA-39473","body":"Hello Alder & Ash team,\n\nI've been keeping an eye on my delivery, and the tracking status for order AA-39473 says it has been delivered, but there is absolutely nothing on my porch or by the door. I went ahead and walked over to check with my neighbours to see if someone grabbed it for me, but nobody has seen it anywhere. Could you help me sort out where it is?\n\nThanks,\nTheo","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-39473","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z281536707580","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo,\n\nThanks for reaching out! Since you've already checked with your neighbors and around your property, we recommend contacting the carrier directly to file a claim for the missing package.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-101"]}]},"after":{"reply":"Thanks, Theo. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-39473. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"not_received","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-39473"},"output":{"ok":true,"order":{"order_id":"AA-39473","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z281536707580","ordered":"2026-11-04","shipped":"2026-11-05","delivered":"2026-11-09","last_scan":"2026-11-09","return_received":null,"refund_issued":null,"days_since_delivery":1,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"not_received"}]}},{"id":"T-1263","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Zoe Meyer","country":"US","subject":"Account locked","body":"Hi there,\n\nI was trying to log in earlier and entered my password a bunch of times, but now the site is saying my account is locked! What should I do now to get back in?\n\nThanks so much,\nZoe","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Zoe,\n\nI'm sorry to hear that you're locked out of your account! I don't have the tools to unlock accounts directly, so I'm handing this over to our support team. A team member will follow up with you shortly to help get you back in.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111","hc-103"]}]},"after":{"reply":"Hi Zoe,\n\nAfter 5 failed sign-in attempts, your account temporarily locks for 15 minutes and will then unlock automatically.\n\nOnce the 15 minutes have passed, you can try signing in again. If you're unsure of your password, click 'Forgot password' on the sign-in page to receive a password reset link by email (the link is valid for 30 minutes).\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 15-minute lockout period and provides clear next steps including resetting the password if needed.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-refund-timing","kb-email"]}]}},{"id":"T-1264","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Ethan Costa","country":"US","subject":"","body":"Hi! I received the Larch Insulated Parka ($289) from order AA-88225 about 9 days ago, but it's too big on me. It is completely unworn and I'd love to arrange a refund for it please.","gold":"Eligible, but the refund ($289.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-88225","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z484493733836","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan! You can definitely return your unworn Larch Insulated Parka for a full refund, as it's well within our 60-day return window. To get started and receive your return label, please email help@alderash.example with your order number (AA-88225). Once we receive your return, your refund will be processed within 14 days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"60-day","detail":"60-day return window (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-109"]}]},"after":{"reply":"Thanks, Ethan. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-88225. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-938557. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-88225"},"output":{"ok":true,"order":{"order_id":"AA-88225","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z484493733836","ordered":"2026-10-27","shipped":"2026-10-28","delivered":"2026-11-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":9,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-88225","reason":"change_of_mind"},"output":{"order_id":"AA-88225","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":9,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-938557","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1265","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Zoe Silva","country":"US","subject":"Account locked - following up again","body":"I am writing again because I still cannot access my account. I tried my password a bunch of times and now the site says it's locked. What now?\n\nZoe","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Zoe, thanks for reaching out. I'm sorry to hear your account is locked. Our help center doesn't currently have information on unlocking accounts, so I've escalated this to our support team to help you regain access. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111","hc-109"]}]},"after":{"reply":"Hi Zoe,\n\nAfter 5 failed sign-in attempts, your account is temporarily locked for 15 minutes and will unlock automatically once that time has passed.\n\nOnce the 15 minutes have elapsed, you can reset your password by clicking 'Forgot password' on the sign-in page. We will email you a password reset link that will be valid for 30 minutes.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains that the account locks for 15 minutes and unlocks automatically, and provides the concrete next step to use 'Forgot password' to reset the password.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1266","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Jonas Silva","country":"UK","subject":"","body":"Hi, our finance department is finalizing our monthly accounting and I have to file my business expenses. I placed order AA-30077 recently and really need a proper VAT invoice for my company's expense records so I can submit it properly.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-30077","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"Royal Mail","tracking":"RM894967333587","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas! You can easily download your VAT invoice directly from your account. Just head to Orders, select order AA-30077, and click \"Download invoice.\"","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly guides the customer to download their VAT invoice in accordance with policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-110","hc-107"]}]},"after":{"reply":"You can download your VAT invoice directly from your account. Simply go to Orders, select order AA-30077, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to download their VAT invoice in accordance with policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-30077"},"output":{"ok":true,"order":{"order_id":"AA-30077","status":"delivered","country":"UK","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"Royal Mail","tracking":"RM894967333587","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-shipping"]}]}},{"id":"T-1267","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Daniel Keller","country":"EU","subject":"","body":"I want my account deleted completely. Please erase all of my personal data from your systems immediately.","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Daniel, I've escalated your request to our support team to assist you with deleting your account and removing your personal data. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-112"]}]},"after":{"reply":"Thanks, Daniel. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1268","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Maya Silva","country":"US","subject":"","body":"I asked about this earlier and still need an answer. I got a gift card two years ago—does it still work or not?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Maya, Alder & Ash gift cards expire 12 months after purchase, so a gift card received two years ago will no longer be valid. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly claims gift cards expire after 12 months, directly contradicting policy HOW-4 which states gift cards never expire.","quote":"Alder & Ash gift cards expire 12 months after purchase, so a gift card received two years ago will no longer be valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-123","hc-124"]}]},"after":{"reply":"Yes, your gift card still works! Alder & Ash gift cards never expire. You can redeem it at checkout toward any eligible purchase (please note gift cards cannot be used to pay for an Ash Club membership).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-giftcards","kb-damaged","kb-double-charge"]}]}},{"id":"T-1269","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Mateo Silva","country":"US","subject":"Order AA-75849 tracking stuck","body":"Hi,\n\nOrder AA-75849 shipped ages ago, and the tracking hasn't updated or moved at all in over a week. I'm worried it's completely lost at this point. Please look into this.\n\nMateo","gold":"Tracking last updated 2026-10-30 (11 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-75849","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z765740250364","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mateo,\n\nI understand your concern about your order tracking not updating. Since our help articles don't cover stalled tracking or potentially lost packages, I've handed this over to our support team so they can investigate order AA-75849 for you. A team member will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Mateo. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-75849. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-75849"},"output":{"ok":true,"order":{"order_id":"AA-75849","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z765740250364","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":11,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1270","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Lucas Kowalski","country":"US","subject":"","body":"This is the second time I'm asking about order AA-26009. If this isn't sorted out today, I'm going straight to my bank to file a dispute and chargeback.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-26009","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z220778419516","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm very sorry for the frustration and delay regarding your order AA-26009. I am connecting you with a member of our support team right now so we can look directly into your order details and get this resolved for you immediately.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-108","hc-109"]}]},"after":{"reply":"Thanks, Lucas. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1271","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Ivy Meyer","country":"US","subject":"Sizing help needed - Ridgeline Shell Jacket","body":"I am trying to purchase the Ridgeline Shell Jacket, but your sizing information is not clear enough. I fall right between a medium and a large, and I always wear a fleece under my shells during winter. Which size am I actually supposed to get?\n\nIvy","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Ivy,\n\nWe recommend sizing up to a Large! For our shell jackets, if you are between sizes, sizing up ensures you have enough room for comfortable layering over items like a fleece.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises the customer to size up to a Large for shell jackets to accommodate layers, adhering directly to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-125","hc-120"]}]},"after":{"reply":"Hi Ivy,\n\nWe recommend sizing up to a Large. For our shell jackets, if you are between sizes, sizing up ensures a comfortable fit over insulating layers like a fleece. You can also view the full measurements on the size chart located directly on the Ridgeline Shell Jacket product page before adding the item to your cart.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1272","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Theo Nguyen","country":"US","subject":"Issue with Tarn Fleece from order AA-67121","body":"Hi there,\n\nI received my order AA-67121 17 days ago, but unfortunately a seam is already coming apart on the Tarn Fleece. Would it be possible to get a replacement or a refund for it?\n\nThanks so much,\nTheo","gold":"Defective within 90 days of delivery (2026-10-24): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-67121","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z506742057776","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo,\n\nI'm so sorry to hear about the issue with your Tarn Fleece! Since this involves a defective or damaged item, I'm passing this over to our support team so they can help you with a replacement or refund right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-110","hc-101"]}]},"after":{"reply":"Hi Theo,\n\nI am sorry to hear about the seam issue with your Tarn Fleece from order AA-67121. \n\nBecause the item is defective within our 90-day window, a full refund of $89.00 has been issued to your original payment method (Refund ID: RF-DEF63F), and no return is required. You should see the credit reflect in your bank account within 5 to 10 business days.\n\nPlease let us know if you need help with anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly refunded the defective item under policy RET-3 without requiring a return and provided clear next steps and timing.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-67121"},"output":{"ok":true,"order":{"order_id":"AA-67121","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z506742057776","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":17,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-67121","reason":"defective"},"output":{"order_id":"AA-67121","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":17,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-DEF63F","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-refund-timing","kb-not-received","kb-returns"]}]}},{"id":"T-1273","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Felix Costa","country":"US","subject":"Order AA-57158 refund - I want to speak to a real person, not a bot","body":"I am writing this because I am completely fed up and very angry regarding the refund for my Cirque Down Vest from order AA-57158. It is utterly ridiculous that this hasn't been handled properly yet, and I have had enough of automated runarounds. I want to speak to a real person, not a bot.\n\nFelix","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-57158","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z909342212409","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix, I understand your frustration and I apologize for the trouble. I'm connecting you directly with a member of our support team so they can review your refund for order AA-57158 and assist you personally.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Felix. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1274","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Chloe Brooks","country":"US","subject":"Question about my rain jacket","body":"Hello, my rain jacket is not beading water anymore when rain falls. How do I wash it or make it waterproof again? Thank you for help.\n\nChloe","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Chloe,\n\nTo wash your waterproof jacket, hand wash it in cold water, and hang it to dry away from direct heat (never tumble dry it).\n\nAs for restoring the water beading and reproofing your jacket, I'm passing your message to our support team so they can guide you through the best steps to re-waterproof it!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"To restore your jacket's water-repellent coating, wash it with a technical wash and then tumble dry it on low heat for 20 minutes. The heat from the dryer will reactivate the durable water-repellent (DWR) coating so water beads up again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and accurately provides the instructions to reactivate the jacket's DWR coating in full alignment with policy HOW-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]}]}},{"id":"T-1275","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Leila Ibrahim","country":"UK","subject":"","body":"I need a VAT invoice for order AA-52365 for my company expenses.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-52365","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Royal Mail","tracking":"RM546926789076","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila! If you are a UK or EU customer, you can easily download your VAT invoice by going to Orders, selecting order AA-52365, and clicking \"Download invoice.\"","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides instructions on how to download the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"You can download your VAT invoice directly from your account. Go to Orders, select order AA-52365, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly resolves the issue following policy BIL-5 with concrete instructions and accurate order details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-52365"},"output":{"ok":true,"order":{"order_id":"AA-52365","status":"delivered","country":"UK","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Royal Mail","tracking":"RM546926789076","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-address"]}]}},{"id":"T-1276","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Mia Walsh","country":"US","subject":"Warranty inquiry: Larch Insulated Parka","body":"Hello,\n\nI am interested in purchasing the Larch Insulated Parka and would like to check some details beforehand. Could you please let me know what warranty coverage comes with this jacket?\n\nThank you,\nMia","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Mia,\n\nOur products, including the Larch Insulated Parka, carry a 2-year warranty against manufacturing defects.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately states the 2-year warranty against manufacturing defects per policy HOW-3 and answers the customer's question completely.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-120","hc-108"]}]},"after":{"reply":"Hello Mia,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. \n\nIf any manufacturing defect occurs within 90 days of delivery, we will directly refund or replace the item. After 90 days (up to the 2-year mark), claims are reviewed and handled by our warranty team.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-care","kb-sizing","kb-double-charge"]}]}},{"id":"T-1277","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Omar Keller","country":"US","subject":"refund for torn vest AA-34795","body":"need a refund for cirque down vest ($169) on order AA-34795. it arrived damaged with the hood seam torn, got it 25 days ago. thx omar","gold":"Eligible, but the refund ($169.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-34795","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z211821347901","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar, thanks for reaching out. Since your Cirque Down Vest arrived damaged and was delivered 25 days ago (outside our standard 7-day reporting window for damaged items), I'm handing this over to our support team so they can review your request for order AA-34795 and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-105","hc-101"]}]},"after":{"reply":"Thanks, Omar. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-34795. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-4E8A2C. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-34795"},"output":{"ok":true,"order":{"order_id":"AA-34795","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z211821347901","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":25,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-34795","reason":"defective"},"output":{"order_id":"AA-34795","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":25,"reason":"defective","decision":"approval_requested","rule":"RET-3 defective within 90 days: refund, no return needed; RET-6 above $150 needs a team member","approval_id":"APR-4E8A2C","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1278","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Emma Silva","country":"US","subject":"Cancelling Ash Club membership - second request","body":"I am contacting you again because I still need to cancel my Ash Club membership. Could someone please confirm the cancellation and let me know if I get money back for the rest of this month?\n\nEmma","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Emma, thank you for reaching out. I've handed your request over to our support team so they can cancel your Ash Club membership and provide details regarding any refund for the remainder of the month. A team member will be in touch shortly to assist you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"Hi Emma,\n\nYou can cancel your Ash Club membership at any time by going to your Account > Membership page. \n\nRegarding a refund, there are no partial refunds for the remainder of the month. However, your membership benefits will continue to remain active until the end of the billing period you have already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer how to cancel in Account > Membership, confirms that benefits run until the end of the paid billing period, and states that there are no partial refunds.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-damaged"]}]}},{"id":"T-1279","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"chat","name":"Grace Walsh","country":"US","subject":"","body":"Forgot my password and the reset link I received yesterday says expired.","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Password reset links are valid for 30 minutes, so yesterday's link has expired. You can request a new one by clicking 'Forgot password' on the sign-in page, and we'll email you a fresh link right away!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply correctly explains the policy regarding the 30-minute password reset link validity and provides the exact concrete next step to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-109","hc-108"]}]},"after":{"reply":"Password reset links are valid for 30 minutes, which is why yesterday's link has expired. To reset your password, please go to the sign-in page, click 'Forgot password', and use the new link sent to your email within 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the 30-minute validity period according to policy and gives the user clear instructions to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-not-received","kb-email"]}]}},{"id":"T-1280","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Oliver Patel","country":"US","subject":"","body":"I already reported this, but the Android app still crashes the moment it opens since the last update. I am on version 4.2.0.","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Oliver, I'm sorry to hear your Android app is still crashing on version 4.2.0. We don't have troubleshooting steps for this specific issue in our help center yet, so I'm passing your details to our support team so they can investigate and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-109"]}]},"after":{"reply":"To resolve the crash on launch, please update the app to version 4.2.1 from the Google Play Store, where this issue has been fixed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States update to 4.2.1","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the known bug for Android app 4.2.0 and provided the exact resolution to update to 4.2.1 from the Google Play Store per policy BUG-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received","kb-address"]}]}},{"id":"T-1281","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Jonas Keller","country":"US","subject":"Broken buckle on Cairn Beanie - AA-75829","body":"Hello,\n\nI received my order AA-75829 28 days ago, and the buckle on the Cairn Beanie has already snapped. This really shouldn't happen so quickly. I would like either a replacement or a full refund.\n\nJonas","gold":"Defective within 90 days of delivery (2026-10-13): refund $28.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-75829","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z451355723710","ordered":"2026-10-08","shipped":"2026-10-09","delivered":"2026-10-13","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, I'm sorry to hear that the buckle on your Cairn Beanie broke! I've handed this over to our support team so they can assist you with your replacement or refund for order AA-75829 right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-109"]}]},"after":{"reply":"Hello Jonas,\n\nI am sorry to hear about the broken buckle on your Cairn Beanie. Because the item arrived defective within 90 days, you are eligible for a refund with no return needed.\n\nA refund of $28.00 has been issued to your original payment method under reference ID RF-05F25F. It typically takes 5–10 business days for your bank to process and reflect the funds in your account.\n\nPlease let us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-75829"},"output":{"ok":true,"order":{"order_id":"AA-75829","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z451355723710","ordered":"2026-10-08","shipped":"2026-10-09","delivered":"2026-10-13","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":28,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-75829","reason":"defective"},"output":{"order_id":"AA-75829","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":28,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-05F25F","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-not-received","kb-refund-timing","kb-returns"]}]}},{"id":"T-1282","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Ben Brooks","country":"US","subject":"Payment issue - error PX-402","body":"Hi Alder & Ash team,\n\nI'm trying to place an order today, but my payment keeps failing. I have tried three different cards now and get error code PX-402 every time. Could you please help me get this sorted so I can buy today?\n\nBest,\nBen","gold":"Persistent unknown payment error (PX-402): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Ben,\n\nI'm sorry to hear you're running into error PX-402 while trying to complete your purchase. I don't have information on this specific payment error code, so I've escalated your issue to our support team. A team member will look into this and get back to you shortly to help get your order sorted!\n\nBest,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-103","hc-102"]}]},"after":{"reply":"Thanks, Ben. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"billing","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1283","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Yuki Costa","country":"US","subject":"URGENT: Order AA-85022","body":"Hello, I am writing to you regarding order AA-85022 because I have had just about enough of waiting around for things to get resolved on your end. I really need this entire situation sorted out today, without any more back and forth or delays. If this is not completely handled today, I am going straight to my bank to file a dispute and initiate a chargeback for the whole transaction. \n\nYuki","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-85022","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z408046934366","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Yuki, I am so sorry for the frustration and delays you've experienced with order AA-85022. I am escalating your message directly to our support team right now so a team member can review your order history and help get this sorted out for you as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-109","hc-101"]}]},"after":{"reply":"Thanks, Yuki. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1284","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Daniel Romano","country":"US","subject":"","body":"The Talus Hiking Socks 3-pack from order AA-82864 don't fit at all. I got them about 3 weeks ago, never wore them, and the tags are still on. I need to return them for a refund.","gold":"Eligible: delivered 2026-10-24 (17 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $32.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-82864","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z112835459780","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel! You can certainly return your Talus Hiking Socks for a refund since they are unworn with tags attached and within the return window. To get started and receive a prepaid return label, please send an email with your order number (AA-82864) to help@alderash.example. Once we receive your return, please allow up to 14 days for the refund to be processed back to your original payment method.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot directs the customer to email support rather than using the self-service return portal per policy, and gives an incorrect processing timeline.","quote":"To get started and receive a prepaid return label, please send an email with your order number (AA-82864) to help@alderash.example."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-102"]}]},"after":{"reply":"Your return for the Talus Hiking Socks 3-pack from order AA-82864 has been initiated (RMA: RMA-85A340). Because your item is unworn with tags attached, within the 30-day delivery window, and ordered in the US, your return is eligible with a free return label.\n\nA prepaid return label has been emailed to you. Simply attach the label to your package and send it back. Once your return arrives at our warehouse, your refund will be issued within 2 business days, and your bank will typically take 5–10 business days to post the credit to your original payment method.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately confirms eligibility, references the initiated return and RMA, explains the free US return label, and provides correct refund timelines and next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-82864"},"output":{"ok":true,"order":{"order_id":"AA-82864","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z112835459780","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":17,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-82864","reason":"change_of_mind"},"output":{"order_id":"AA-82864","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":17,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-85A340","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-privacy","kb-returns","kb-damaged","kb-refund-timing"]}]}},{"id":"T-1285","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Lucas Meyer","country":"US","subject":"Return Cairn Beanie order AA-88466","body":"Hello Alder & Ash,\n\nI want please to return the Cairn Beanie from my order AA-88466. I received it in September, but it is completely unworn, I just never used it. Can you please help me how to make return?\n\nThank you,\nLucas","gold":"Not eligible for a return: delivered 2026-09-25, 46 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-88466","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z798741784469","ordered":"2026-09-20","shipped":"2026-09-21","delivered":"2026-09-25","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas,\n\nThanks for reaching out! I've passed your request to our support team so they can look into your order AA-88466 and send you a return label. A team member will follow up with you shortly to assist with your return.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-102","hc-121"]}]},"after":{"reply":"Hi Lucas,\n\nThank you for reaching out. I looked up order AA-88466 for your Cairn Beanie ($28.00). \n\nPer our policy, items can be returned within 30 days of delivery. Because your order was delivered on September 25, 2026 (46 days ago), it is past the 30-day return window and is not eligible for return or a refund.\n\nPlease let us know if you have any questions about another order!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the item is past the 30-day return window and clearly denied the return in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-88466"},"output":{"ok":true,"order":{"order_id":"AA-88466","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z798741784469","ordered":"2026-09-20","shipped":"2026-09-21","delivered":"2026-09-25","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":46,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-88466","reason":"change_of_mind"},"output":{"order_id":"AA-88466","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":46,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 46 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-tracking","kb-not-received"]}]}},{"id":"T-1286","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Ben Tanaka","country":"US","subject":"gift card question","body":"hi quick question can i pay for ash club using a gift card? also do gift cards expire thanks\nben","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Ben,\n\nGift cards expire 12 months after purchase. Regarding whether you can use a gift card to pay for an Ash Club membership, I'm handing this over to our support team to get that answered for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Ben,\n\nGift cards cannot be used to pay for Ash Club. Additionally, our gift cards never expire.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers both policy questions regarding gift cards and Ash Club without error.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping","kb-address"]}]}},{"id":"T-1287","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Leila Fischer","country":"US","subject":"Address change request for order AA-74141","body":"Hello Alder & Ash team,\n\nI recently moved flats and need to update the delivery address for order AA-74141. I am not sure if it has shipped yet, but please let me know if it is still possible to update it.\n\nKind regards,\nLeila","gold":"Already shipped (2026-11-09) with UPS, so we can't change the address; the customer can ask UPS to redirect it with tracking 1Z895365591750.","order":{"order_id":"AA-74141","status":"in_transit","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z895365591750","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nUnfortunately, we are unable to change the shipping address once an order has been placed.\n\nYou can track the progress of your order using the link provided in your shipping confirmation email (be sure to check your spam folder if you haven't seen it yet).\n\nPlease let us know if you have any other questions!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that shipping addresses cannot be changed once an order is placed, which contradicts policy SHP-6, and it fails to explain that the order has already shipped or that the customer can request a carrier redirect with their tracking number.","quote":"Unfortunately, we are unable to change the shipping address once an order has been placed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Hello Leila,\n\nYour order AA-74141 has already shipped on November 9, 2026, and is currently in transit. Because it has already shipped, we are unable to change the delivery address on our end.\n\nHowever, you can contact the carrier directly to request a delivery redirection. Here are your shipment details:\n- Carrier: UPS\n- Tracking Number: 1Z895365591750\n\nPlease reach out to UPS with your tracking number to ask about redirecting your package to your new address.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, explained policy [SHP-6], provided the tracking number and carrier details, and advised the customer to request a redirect directly with UPS.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-74141"},"output":{"ok":true,"order":{"order_id":"AA-74141","status":"in_transit","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z895365591750","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-email","kb-app"]}]}},{"id":"T-1288","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Leila Novak","country":"US","subject":"Double charge for order AA-85706","body":"Hi there,\n\nI was looking at my bank app and noticed two charges of $54.95 for my recent order AA-85706. Could you please check into this and refund one of the duplicate charges?\n\nThanks so much,\nLeila","gold":"One charge of $54.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-85706","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z410117851004","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nThanks for reaching out! I'm transferring your request to our support team so they can look into order AA-85706 and resolve the duplicate charge for you. Someone will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-118"]}]},"after":{"reply":"Hi Leila,\n\nThank you for reaching out. We reviewed your billing details for order AA-85706, and there is only one posted charge of $54.95 from 2026-11-09. The second $54.95 amount is a temporary pending authorization, not a duplicate charge.\n\nPending authorizations automatically drop off your account within 3 to 5 business days, so there is no duplicate charge to refund. Please check your bank statement after that window, and it should clear up. If you still see two posted charges after 5 business days, let us know and we will be happy to look into it further!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that one charge is posted and the other is a pending authorization that drops off in 3-5 business days, in full agreement with policy BIL-3 and the records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-85706"},"output":{"ok":true,"order":{"order_id":"AA-85706","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z410117851004","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-85706"},"output":{"ok":true,"orders":[{"order_id":"AA-85706","charges":[{"amount":54.95,"date":"2026-11-09","state":"posted"},{"amount":54.95,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-refund-timing"]}]}},{"id":"T-1289","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Zoe Nguyen","country":"US","subject":"Tracking update for order AA-52535","body":"Hello,\n\nMy order AA-52535 shipped ages ago, but the tracking hasn't moved in over a week now. I'm getting a bit worried that the package might be lost. Could you please look into this for me?\n\nThank you,\nZoe","gold":"Tracking last updated 2026-11-01 (9 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-52535","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z631780128183","ordered":"2026-10-27","shipped":"2026-10-28","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe,\n\nI understand your concern about the lack of tracking updates for order AA-52535. I'm handing this over to our support team so they can investigate the status of your shipment and get back to you with an update shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-109"]}]},"after":{"reply":"Thanks, Zoe. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-52535. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-52535"},"output":{"ok":true,"order":{"order_id":"AA-52535","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z631780128183","ordered":"2026-10-27","shipped":"2026-10-28","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":9,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1290","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Leila Tanaka","country":"US","subject":"Refund request - order AA-80124","body":"I received the Fjell Softshell ($159) from order AA-80124 7 days ago. I changed my mind and it has never been worn, so I would like a refund.\n\nLeila","gold":"Eligible, but the refund ($159.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-80124","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z432882510537","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nThanks for reaching out! Since your item was delivered within the last 60 days and is unworn, you're eligible for a full refund. I have handed your request over to our support team so they can generate and send your prepaid return shipping label. \n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed. Let us know if you need anything else!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Leila. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-80124. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-32622E. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-80124"},"output":{"ok":true,"order":{"order_id":"AA-80124","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z432882510537","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":7,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-80124","reason":"change_of_mind"},"output":{"order_id":"AA-80124","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":7,"reason":"change_of_mind","decision":"approval_requested","rule":"RET-1 within 30 days, unworn; RET-6 above $150 needs a team member","approval_id":"APR-32622E","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1291","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Liam Walsh","country":"US","subject":"","body":"Where is my order AA-38137? I placed it 4 days ago and I still have no idea if it even shipped yet.","gold":"In transit with UPS, tracking 1Z893093654487, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-38137","status":"in_transit","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z893093654487","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam! You can track the status of your order using the link provided in your shipping confirmation email. If you haven't seen that email come through yet, please be sure to check your spam folder.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"dead_end","reason":"The bot deflects the customer back to their email rather than providing the available tracking and shipping details for their order.","quote":"You can track the status of your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-109"]}]},"after":{"reply":"Your order AA-38137 has shipped and is currently in transit with UPS. The tracking number is 1Z893093654487, and the latest tracking scan was today (2026-11-10). You can track your package directly on the UPS website using that tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately confirms the order has shipped, provides the carrier and tracking number, mentions the latest scan date, and gives concrete tracking steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-38137"},"output":{"ok":true,"order":{"order_id":"AA-38137","status":"in_transit","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z893093654487","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-double-charge","kb-returns"]}]}},{"id":"T-1292","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Sofia Walsh","country":"US","subject":"","body":"how mcuh is ash clbu each mnth and what do i get with it","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Ash Club membership is $8 per month. As a member, you get free express shipping and 10% off full-price items!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately details the cost and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-103","hc-115"]}]},"after":{"reply":"Ash Club is $8 per month. Membership includes free express shipping (US only) and 10% off full-price items. You can cancel anytime under Account > Membership, and your benefits will continue through the end of the month you paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately details the cost and benefits of the Ash Club membership per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-refund-timing","kb-club","kb-giftcards","kb-shipping"]}]}},{"id":"T-1293","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Aisha Larsen","country":"US","subject":"Sizing help for Ridgeline Shell Jacket","body":"Hi, I'm trying to buy the Ridgeline Shell Jacket but your sizing is unclear. I'm right between a size M and L, and I plan on wearing a fleece underneath it during winter. Which size should I actually get?\n\nAisha","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Aisha,\n\nWe recommend sizing up to a Large! If you're between sizes on a shell jacket, choosing the larger size ensures it will comfortably fit over layers like your winter fleece.\n\nLet us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Aisha,\n\nWe recommend sizing up to a Large (L). For our shell jackets, sizing up when you are between sizes ensures you'll have a comfortable fit over winter layers like a fleece. You can also view the detailed size chart directly on the Ridgeline Shell Jacket product page.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to a Large for shell jackets to fit over layers and refers to the product page size chart according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1294","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Lena Romano","country":"CA","subject":"Return request - Order AA-37044","body":"Hello, I am writing again because I haven't gotten this sorted out. I need to return the Basecamp Merino Tee from order AA-37044 for a refund since it doesn't fit. I received it about 2 weeks ago, it has never been worn, and the tags are still on. Please send the return instructions.\n\nLena","gold":"Eligible: delivered 2026-11-02 (8 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $48.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-37044","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Canada Post","tracking":"CP411470126372","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena, thanks for reaching out. Since your item is unworn with tags attached and within the return window, you're eligible for a full refund to your original payment method. I've handed this over to our support team so they can generate and send your return shipping label directly to you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Lena,\n\nYour return for the Basecamp Merino Tee from order AA-37044 has been approved (RMA: RMA-69EB31). Since the item was delivered 8 days ago and is unworn with tags attached, it is fully eligible for return within our 30-day window.\n\nNext steps:\n1. Your prepaid return shipping label has been sent to your email address. You can also access return details by going to Orders > select order AA-37044 > Start a return.\n2. Package the tee with its tags attached, affix the label, and drop it off with Canada Post.\n\nPlease note that for orders returned from Canada, a $7.95 return label fee will be deducted from your $48.00 refund.\n\nTiming:\nOnce your package arrives at our warehouse, your refund will be processed within 2 business days. It then typically takes 5–10 business days to appear on your original payment method.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verifies eligibility, explains the return steps and label fee for Canada, provides accurate refund timing, and resolves the inquiry.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-37044"},"output":{"ok":true,"order":{"order_id":"AA-37044","status":"delivered","country":"CA","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Canada Post","tracking":"CP411470126372","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":8,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-37044","reason":"change_of_mind"},"output":{"order_id":"AA-37044","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":8,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-69EB31","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-tracking","kb-damaged"]}]}},{"id":"T-1295","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Maya Costa","country":"US","subject":"Question about Ash Club membership","body":"Hi there! I was wondering if you could tell me how much the Ash Club membership costs per month and what benefits come with it? Thanks so much!\n\nMaya","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Maya,\n\nAsh Club membership is $8 per month. As a member, you'll receive free express shipping and 10% off all full-price items!\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately details the cost and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Hi Maya,\n\nAsh Club costs $8 per month. As a member, you receive:\n- Free express shipping (US only, 1-2 business days)\n- 10% off full-price items\n\nYou can cancel anytime by going to Account > Membership. Your benefits will continue through the end of the monthly billing period you paid for.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the price and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-promo"]}]}},{"id":"T-1296","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Theo Hughes","country":"US","subject":"","body":"Hi! My card was charged $169.00 today, but I didn't get any confirmation email. Did my order actually go through? I don't have the order number, but my email is theo.hughes69@mail.example.","gold":"Yes: order AA-20579 (Cirque Down Vest) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-20579","status":"processing","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo! I'm sorry to hear you haven't received your confirmation email. While you can check your spam folder just in case, I'll go ahead and connect you with our support team so they can look into your account and verify that your order went through.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-112"]}]},"after":{"reply":"Yes, your order went through successfully! Your order number is AA-20579 for the Cirque Down Vest ($169.00), placed on November 10, 2026. It is currently processing and has not yet shipped. Once it ships, you will receive a tracking update. You can also review your email settings anytime by going to Account > Profile > Email to make sure your address is up to date.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-20579","status":"processing","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-tracking","kb-double-charge","kb-address"]}]}},{"id":"T-1297","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Mia Kowalski","country":"US","subject":"Damaged item - Order AA-25040 refund","body":"Hello, I received order AA-25040 4 days ago and the Cirque Down Vest ($169) arrived damaged. The hood seam is completely torn. I want a full refund for this item.\n\nMia","gold":"Eligible, but the refund ($169.00) is above $150, so a team member must approve it: hand off with the eligibility check attached.","order":{"order_id":"AA-25040","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z448363672539","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I am so sorry to hear that your Cirque Down Vest arrived with a torn hood seam! To get your refund processed, please reply with photos of the damage within 7 days of delivery. I have handed your request over to our support team so they can review your case as soon as your photos are received.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-101","hc-103"]}]},"after":{"reply":"Thanks, Mia. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-25040. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-E7EE8C. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"approval","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-25040"},"output":{"ok":true,"order":{"order_id":"AA-25040","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z448363672539","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-25040","reason":"defective"},"output":{"order_id":"AA-25040","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":4,"reason":"defective","decision":"approval_requested","rule":"RET-3 defective within 90 days: refund, no return needed; RET-6 above $150 needs a team member","approval_id":"APR-E7EE8C","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1298","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Daniel Brooks","country":"US","subject":"Return Basecamp Merino Tee order AA-10348","body":"Hello Alder & Ash, I bought the Basecamp Merino Tee in clearance sale with order AA-10348. But it doesn't fit to me, so I want to send it back for get a refund. Please help me how to do this.\n\nDaniel","gold":"Not returnable: the Basecamp Merino Tee on AA-10348 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-10348","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z973553504833","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel, thanks for reaching out. Unfortunately, clearance items are final sale and cannot be returned for a refund or exchange. We apologize for any inconvenience this may cause!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that the clearance item is final sale and cannot be returned for a refund.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-104"]}]},"after":{"reply":"Hello Daniel,\n\nThank you for reaching out. Based on your order details for AA-10348, the Basecamp Merino Tee was purchased as a clearance item marked as Final Sale.\n\nUnder our return policy, final-sale items cannot be returned or refunded unless they arrive damaged or defective. Because this return is due to sizing/fit, the item is not eligible for a return or refund.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No refund promise (not eligible)","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly informs the customer that final-sale clearance items are not returnable for fit issues in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-10348"},"output":{"ok":true,"order":{"order_id":"AA-10348","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z973553504833","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":6,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-10348","reason":"change_of_mind"},"output":{"order_id":"AA-10348","item":"Basecamp Merino Tee","amount":48.0,"final_sale":true,"days_since_delivery":6,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-2 final-sale item, not defective"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-damaged","kb-tracking","kb-refund-timing"]}]}},{"id":"T-1299","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Noah Okafor","country":"US","subject":"Account locked","body":"Tried my password a bunch of times and now the site says my account is locked. What do I do now?","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"Hi Noah,\n\nI'm sorry to hear that your account has been locked. I'm passing this over to our support team so they can help unlock your account and get you back in. Someone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account is temporarily locked for 15 minutes and will unlock automatically once that time passes. If you don't remember your password, you can click 'Forgot password' on the sign-in page to request a reset link. Please note that the reset link sent to your email is valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains the 15-minute lockout period, automatic unlock, and how to use the 'Forgot password' link per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-email","kb-shipping"]}]}},{"id":"T-1300","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"chat","name":"Chloe Romano","country":"US","subject":"","body":"Hey there, so I just logged into my account to check on things and when I went to look at my order history page, it was showing completely random orders that definitely aren't mine. To make it weirder, they literally had someone else's name listed right on them instead of mine!","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Chloe, thank you for bringing this to our attention. I'm so sorry for the confusion and concern with your order history. Since this requires a closer look into your account details, I'm handing this over to our support team right now so they can investigate and help get this sorted out for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-121","hc-108","hc-116"]}]},"after":{"reply":"Thanks, Chloe. I'm going to have our team look into this right away. Please don't enter any payment details until they reply. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":["security"]},{"step":"route","handoff":"security"}]}},{"id":"T-1301","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Maya Reyes","country":"US","subject":"Question about express shipping to US","body":"Hello Alder and Ash team, I am needing a jacket for my trip this weekend in US. Can you tell me how fast is the express shipping and how much it cost? Thank you, Maya","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Maya, express shipping within the US costs $15 (or is free if you are an Ash Club member). While standard US orders generally arrive in 3–5 business days, our articles do not specify the exact transit time for express shipping. I'm connecting you with our support team so they can confirm if your jacket will arrive in time for your trip!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"Hi Maya,\n\nFor delivery within the US, Express shipping takes 1–2 business days and costs $18 (or it is free if you are an Ash Club member). \n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $18 express","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly stated the shipping duration, cost, and Ash Club exception according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-app"]}]}},{"id":"T-1302","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Anna Fischer","country":"EU","subject":"","body":"Hello, I think to order a jacket and I live in Munich, Germany. How long time does standard shipping take?","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hi Anna! International orders typically arrive in 7 to 14 business days, though exact timing can depend on customs. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 6-10 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to the EU takes 6-10 business days according to policy, not 7 to 14 business days.","quote":"International orders typically arrive in 7 to 14 business days, though exact timing can depend on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-108"]}]},"after":{"reply":"Standard shipping to Germany (EU) takes 6–10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 6-10 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the shipping timeframe for standard delivery to Germany (EU) according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-club","kb-care"]}]}},{"id":"T-1303","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Nora Larsen","country":"US","subject":"Change account email - again","body":"I am writing again because I still need to update the email address on my account to my new work email. Please help me get this changed as soon as possible. Nora","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Nora,\n\nYou can easily update your email address by logging into your account and heading to Account > Profile > Email. Simply enter your new work email there, and we'll send a confirmation link to verify the change.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and completely explains how to change the account email per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-126"]}]},"after":{"reply":"To update your account email address, go to Account > Profile > Email, enter your new work email address, and then click the confirmation link sent to that new email to complete the change.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly directs the customer on how to change their account email address per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-refund-timing"]}]}},{"id":"T-1304","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Chloe Novak","country":"US","subject":"Warranty question for Larch Insulated Parka","body":"Hi there! I'm getting ready to buy the Larch Insulated Parka and was just wondering what kind of warranty comes with it? Thanks so much, Chloe","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Chloe,\n\nOur products, including the Larch Insulated Parka, carry a 2-year warranty against manufacturing defects.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question according to policy without introducing errors or invented details.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-116","hc-115"]}]},"after":{"reply":"Hi Chloe,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. \n\nIf you ever experience a defect within 90 days of delivery, we will directly refund or replace the item. After 90 days (up to the 2-year mark), warranty claims are reviewed and handled directly by our warranty team.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the 2-year warranty against manufacturing defects in full alignment with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty"]}]}},{"id":"T-1305","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Sofia Fischer","country":"US","subject":"Duplicate charge on order AA-17467","body":"Hello, I was just looking through my online banking app this morning while having coffee and noticed something strange with order AA-17467. My bank statement is showing two separate charges of $54.95 for the exact same order. I definitely only placed one order, so could you please look into this and refund one of the charges? Best, Sofia","gold":"One charge of $54.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-17467","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z143243753549","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Sofia, thanks for reaching out. I've handed this over to our support team so they can investigate the duplicate charge for order AA-17467 and assist you with a refund. Someone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-108","hc-110"]}]},"after":{"reply":"Hello Sofia,\n\nI looked into order AA-17467, and our billing records show one posted charge of $54.95 and one pending authorization of $54.95 from November 9, 2026.\n\nThe second charge is a temporary pending authorization rather than a duplicate charge. It will drop off your bank statement automatically within 3–5 business days, so no refund is needed. If the pending authorization does not drop off after that time or if both charges post, please let us know so we can assist further!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that one charge posted while the other is a pending authorization that will drop off within 3-5 business days, fully resolving the inquiry according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-17467"},"output":{"ok":true,"order":{"order_id":"AA-17467","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z143243753549","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-17467"},"output":{"ok":true,"orders":[{"order_id":"AA-17467","charges":[{"amount":54.95,"date":"2026-11-09","state":"posted"},{"amount":54.95,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-promo","kb-address"]}]}},{"id":"T-1306","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Daniel Haddad","country":"US","subject":"Problem with order AA-11538","body":"Hello, my order AA-11538 was shipped ages ago, but the tracking is not moving in over a week now. I am very worried that the parcel is lost. Can you help me? Daniel","gold":"Tracking last updated 2026-10-31 (10 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-11538","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z647686707050","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-31","return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel, I'm sorry to hear that your tracking hasn't updated and that your package might be delayed or lost. I'm passing your request to our support team so they can investigate order AA-11538 and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Thanks, Daniel. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-11538. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11538"},"output":{"ok":true,"order":{"order_id":"AA-11538","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z647686707050","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-31","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":10,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1307","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Jonas Keller","country":"US","subject":"Sizing advice for Ridgeline Shell Jacket","body":"Hello, I am looking at the Ridgeline Shell Jacket and find myself torn between sizes Medium and Large. I usually wear a fleece underneath it during the winter months. Which size would you recommend for this? Thank you, Jonas","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Jonas,\n\nWe recommend sizing up to a Large! For our shell jackets, if you are between sizes, sizing up ensures you have enough room to comfortably wear layers like a fleece underneath.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately advises sizing up to a Large for shell jackets to accommodate layering, in full accordance with the sizing policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Jonas,\n\nWe recommend sizing up to a Large. For our shell jackets, sizing up when you are between sizes ensures a comfortable fit over winter layers like a fleece. You can also consult the detailed size chart located directly on the Ridgeline Shell Jacket product page for exact measurements.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-double-charge"]}]}},{"id":"T-1308","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Mia Silva","country":"US","subject":"Gift card validity question","body":"I am contacting you once again to find out if my gift card still works. I received it two years ago and need to know whether it is still valid. Mia","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Mia,\n\nOur gift cards expire 12 months after purchase, so a gift card received two years ago would unfortunately no longer be valid.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"expire 12 months","detail":"gift cards expire after 12 months (stale)"},{"name":"States never expire","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly claims gift cards expire after 12 months, directly contradicting policy [HOW-4] which states gift cards never expire.","quote":"Our gift cards expire 12 months after purchase, so a gift card received two years ago would unfortunately no longer be valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-109","hc-108"]}]},"after":{"reply":"Hi Mia, yes, your gift card is still valid! Alder & Ash gift cards never expire. You can apply the gift card code at checkout whenever you are ready to make a purchase (please note that gift cards cannot be used to pay for an Ash Club membership).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms that gift cards never expire and accurately references policy details and next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-address","kb-not-received","kb-damaged"]}]}},{"id":"T-1309","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Chloe Silva","country":"UK","subject":"VAT invoice request for AA-40403","body":"Hi team, could you please send over a VAT invoice for order AA-40403? I need it to submit for my company expenses. Thanks so much! Chloe","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-40403","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM947040696576","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe,\n\nYou can easily download your VAT invoice directly from your account! Just head to Orders, select order AA-40403, and click \"Download invoice\".\n\nLet us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly directs the customer to download the VAT invoice according to policy BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-101","hc-115"]}]},"after":{"reply":"Hi Chloe, you can download your VAT invoice directly from your account. Simply go to Orders, select order AA-40403, and click \"Download invoice\".","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States Download invoice","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains how to download the VAT invoice according to policy and provides the concrete next step.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-40403"},"output":{"ok":true,"order":{"order_id":"AA-40403","status":"delivered","country":"UK","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"Royal Mail","tracking":"RM947040696576","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":5,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-vat","kb-tracking","kb-damaged","kb-address"]}]}},{"id":"T-1310","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Lena Meyer","country":"US","subject":"return order AA-11664","body":"hi need to return cairn beanie from order AA-11664 for refund. colour looks diffrent in person. got it about 2 weeks ago, tags still on never worn. lena","gold":"Eligible: delivered 2026-10-28 (13 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-11664","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z320801573068","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena, thanks for reaching out! Since your Cairn beanie is unworn with tags attached and within the 30-day return window, you're all set for a return to your original payment method. I've handed this over to our support team so they can generate and send your prepaid return shipping label for order AA-11664.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Lena,\n\nYour return for the Cairn Beanie from order AA-11664 has been initiated (RMA: RMA-6B785F). Because the item is unworn with tags attached and within the 30-day window from delivery, it is eligible for a full refund of $28.00 to your original payment method.\n\nSince this is a US order, your return label is free. A prepaid shipping label has been sent to your email. You can also access it by going to Orders > select order AA-11664 > Start a return.\n\nOnce your return arrives at our warehouse, your refund will be issued within 2 business days. It then typically takes your bank 5 to 10 business days to post the funds to your account.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly verifies return eligibility, references the initiated RMA, provides the accurate refund amount, and clearly explains the return process and refund timeline adhering to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-11664"},"output":{"ok":true,"order":{"order_id":"AA-11664","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z320801573068","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":13,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-11664","reason":"change_of_mind"},"output":{"order_id":"AA-11664","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":13,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-6B785F","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-address"]}]}},{"id":"T-1311","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Mateo Larsen","country":"US","subject":"aa-87967 lost??","body":"hi my order AA-87967 shiped ages ago and the trackign hasnt moved in over a week now. im relly worried its lost can u check on this pls mateo","gold":"Tracking last updated 2026-11-01 (9 days ago), over the 7-day US limit: counts as lost, hand off so a team member reships or refunds.","order":{"order_id":"AA-87967","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z009047867847","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mateo,\n\nI understand your concern about your order tracking not updating. I'm handing this over to our support team right away so they can look into order AA-87967 and see what's happening with your shipment. A team member will follow up with you as soon as possible!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-106","hc-119"]}]},"after":{"reply":"Thanks, Mateo. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-87967. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"lost","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["not_received"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-87967"},"output":{"ok":true,"order":{"order_id":"AA-87967","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z009047867847","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":9,"lost":true}}},{"step":"route","handoff":"lost"}]}},{"id":"T-1312","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Rosa Nguyen","country":"US","subject":"Duplicate charge on order AA-96883","body":"Hello, I noticed that I was charged twice for order AA-96883 last week at $54.95 each, and both charges are showing up on my statement now. Could you please refund the extra charge? Thank you, Rosa","gold":"Both charges posted: the duplicate $54.95 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-96883","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z443915278965","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Rosa, thanks for reaching out. I'm handing this over to our support team so they can investigate the duplicate charge for order AA-96883 and process your refund. Someone will be in touch with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-108","hc-101"]}]},"after":{"reply":"Hello Rosa,\n\nI checked order AA-96883 and confirmed that two charges of $54.95 posted on November 1, 2026. \n\nThe duplicate charge has been refunded in the amount of $54.95 (Refund ID: RF-5B5973). Your bank should reflect this refund within 5 to 10 business days.\n\nThank you for reaching out, and please let us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The duplicate posted charge was refunded correctly according to policy and records, and the bank timeline was accurately stated.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-96883"},"output":{"ok":true,"order":{"order_id":"AA-96883","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z443915278965","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":4,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-96883"},"output":{"ok":true,"orders":[{"order_id":"AA-96883","charges":[{"amount":54.95,"date":"2026-11-01","state":"posted"},{"amount":54.95,"date":"2026-11-01","state":"posted"}],"decision":"duplicate_refunded","refund_id":"RF-5B5973","amount":54.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1313","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Jake Hughes","country":"US","subject":"Free shipping question - asking again","body":"I'm asking again because I need a clear answer. I am a US customer and my cart is at $71. Is shipping free for this, or what is the minimum spend required? Jake","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Jake, yes, standard shipping is free for your order! We offer free standard shipping on all US orders over $50, so your $71 cart qualifies.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"over $50","detail":"free shipping over $50 (stale)"},{"name":"States $75 threshold","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly states that free standard shipping is on orders over $50, when policy dictates it is free on orders over $75.","quote":"We offer free standard shipping on all US orders over $50, so your $71 cart qualifies."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"US standard shipping is free on orders over $75. Since your cart is currently at $71, standard shipping will cost $6.95 unless your order total exceeds $75. Alternatively, express shipping (1-2 business days) is free if you are an Ash Club member.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $75 threshold","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-tracking"]}]}},{"id":"T-1314","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Ben Moreau","country":"US","subject":"Order AA-94227 refund issue","body":"Hi there! I am very angry about the refund for order AA-94227 regarding my Ridgeline Shell Jacket. I want to speak to a real person, not a bot. Thanks, Ben","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-94227","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z840597656672","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, I understand your frustration, and I will connect you with a member of our support team right away to look into the refund for your Ridgeline Shell Jacket (order AA-94227). Someone will reach out to you directly as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Thanks, Ben. I'm going to connect you with a member of our support team. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1315","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Omar Tanaka","country":"US","subject":"Password reset link expired","body":"I forgot my password and the reset link I received yesterday says it has expired.\nOmar","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Omar, password reset links are valid for 30 minutes. To receive a fresh link, simply head to the sign-in page, click 'Forgot password', and follow the instructions sent to your email.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains policy ACC-1 regarding the 30-minute validity window and provides the concrete next step to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-108","hc-112"]}]},"after":{"reply":"Password reset links are valid for 30 minutes. To receive a new one, please go to the sign-in page and click 'Forgot password'. We will immediately email you a fresh reset link, which will remain active for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-not-received","kb-email"]}]}},{"id":"T-1316","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Leila Walsh","country":"US","subject":"Change account email","body":"I need to update the email address on my account to my new work address.\nLeila","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Leila,\n\nYou can easily update your email address by going to Account > Profile > Email and entering your new address. Once you submit it, we'll send a confirmation link to your new address to complete the change.\n\nLet us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guided the customer to update their email address according to policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"Hi Leila,\n\nYou can update your email address by going to Account > Profile > Email, entering your new work address, and then clicking the confirmation link sent to that new inbox.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and concisely explains the exact steps required by policy to update an account email address.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-password"]}]}},{"id":"T-1317","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Liam Moreau","country":"EU","subject":"Status of AA-37561","body":"Where is order AA-37561? I placed it 2 days ago and have no idea if it has shipped yet.\nLiam","gold":"In transit with DHL, tracking JD371828879305, shipped 2026-11-09, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-37561","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"DHL","tracking":"JD371828879305","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam,\n\nYou can track your order using the tracking link sent in your shipping confirmation email. If you haven't seen that email come through yet, be sure to check your spam folder! If you still don't see it or need further assistance, please let us know.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot fails to provide the actual order status, carrier, tracking number, or shipping timeframe for the order requested.","quote":"You can track your order using the tracking link sent in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-101"]}]},"after":{"reply":"Hello Liam,\n\nYour order AA-37561 has shipped and is currently in transit. It was shipped on November 9, 2026, with DHL under tracking number JD371828879305 (last scanned November 10, 2026).\n\nYou can track your parcel's progress directly on DHL's tracking page using tracking number JD371828879305.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order shipped, provided the carrier and tracking details, and gave the customer clear tracking instructions.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-37561"},"output":{"ok":true,"order":{"order_id":"AA-37561","status":"in_transit","country":"EU","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"DHL","tracking":"JD371828879305","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-double-charge","kb-returns"]}]}},{"id":"T-1318","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Lena Keller","country":"US","subject":"error E-5011 wont let me checkout","body":"trying to buy today but my payment keeps faling with error E-5011. tried 3 diferent cards now and none work pls fix lena","gold":"Persistent unknown payment error (E-5011): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Lena, I'm sorry to hear you're running into error E-5011 at checkout. I don't have information on this specific error code, so I'm handing this over to our support team right now to investigate and help you complete your purchase.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-118","hc-102"]}]},"after":{"reply":"Thanks, Lena. I'm going to pass the exact error to our team so they can look at the payment for you. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"payment_error","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["payment_error"],"rule_hits":[]},{"step":"route","handoff":"payment_error"}]}},{"id":"T-1319","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Grace Patel","country":"US","subject":"Rain jacket not waterproof anymore","body":"My rain jacket isn't beading water anymore, which is really frustrating. How do I wash it or treat it to make it waterproof again? Grace","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Grace,\n\nFor general washing, we recommend hand washing your waterproof jacket in cold water and hanging it to dry away from direct heat (never tumble dry).\n\nSince our guide doesn't cover specific treatments or reproofing to restore water beading, I've passed your message along to our support team so they can advise you on the best way to get your jacket fully waterproof again!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-125","hc-119"]}]},"after":{"reply":"Hi Grace,\n\nTo restore water repellency to your jacket, wash it with a technical wash, then tumble dry it on low heat for 20 minutes. The heat will reactivate the durable water-repellent (DWR) coating so it begins beading water again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the policy instructions for re-waterproofing the jacket and clearly explains how to reactivate the DWR coating.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-double-charge","kb-club"]}]}},{"id":"T-1320","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Yuki Silva","country":"US","subject":"Issue with Scree Trail Pants from order AA-40843","body":"Hi Alder & Ash team! I received the Scree Trail Pants from order AA-40843 about 16 days ago, but the buckle unfortunately snapped. Would it be possible to get a refund or a replacement for them? Thanks so much, Yuki","gold":"Defective within 90 days of delivery (2026-10-25): refund $98.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-40843","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z158457974543","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Yuki, I'm so sorry to hear that the buckle on your Scree Trail Pants snapped! I'm handing this over to our support team so they can assist you with a refund or replacement for order AA-40843 right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-124","hc-103","hc-110"]}]},"after":{"reply":"I'm sorry to hear that the buckle snapped on your Scree Trail Pants. Since the item is defective within 90 days of delivery, a full refund of $98.00 has been issued to your original payment method (Refund ID: RF-46BE82), and no return is needed. Your bank should reflect the refund within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified the item as defective within 90 days, issued the $98.00 refund without requiring a return, and clearly informed the customer of the refund timing.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-40843"},"output":{"ok":true,"order":{"order_id":"AA-40843","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z158457974543","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":16,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-40843","reason":"defective"},"output":{"order_id":"AA-40843","item":"Scree Trail Pants","amount":98.0,"final_sale":false,"days_since_delivery":16,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-46BE82","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-refund-timing","kb-not-received","kb-returns"]}]}},{"id":"T-1321","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Noah Novak","country":"CA","subject":"","body":"I'm asking again, where is order AA-61745? I placed it 3 days ago and I still have no idea if it has even shipped yet.","gold":"In transit with Canada Post, tracking CP566263479958, shipped 2026-11-08, last scan today; standard to Canada is 5-8 business days.","order":{"order_id":"AA-61745","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Canada Post","tracking":"CP566263479958","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Noah, you can typically track your order using the link in your shipping confirmation email (be sure to check your spam folder as well). Since you haven't received an update on order AA-61745, I'm handing this over to our support team so they can check on the status for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-109"]}]},"after":{"reply":"Your order AA-61745 has shipped and is currently in transit with Canada Post. It was shipped on November 8, 2026, and the latest tracking scan was today, November 10, 2026. You can track your package directly on the Canada Post website using tracking number CP566263479958.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order shipped, provided the shipping date, carrier, tracking number, and current status.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-61745"},"output":{"ok":true,"order":{"order_id":"AA-61745","status":"in_transit","country":"CA","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Canada Post","tracking":"CP566263479958","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-double-charge","kb-returns"]}]}},{"id":"T-1322","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Leila Hughes","country":"US","subject":"Account closure request","body":"Hello, I am writing to formally request that you close my account with Alder & Ash. Please remove all of my personal details from your systems as well as all of your marketing lists and email databases. I just want everything completely deleted from your records. Thank you, Leila","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Leila, thank you for reaching out. I'm passing your request to delete your account and personal details over to our support team so they can process this for you. A team member will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-113","hc-121"]}]},"after":{"reply":"Thanks, Leila. I'm going to pass your request to our privacy team, who handle account deletion and personal-data requests. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"privacy_request","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"account","action":"none","flags":["privacy_request"],"rule_hits":["privacy_request"]},{"step":"route","handoff":"privacy_request"}]}},{"id":"T-1323","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Liam Walsh","country":"US","subject":"chagne address on aa-68028 quick","body":"hi jsut placed order AA-68028 and put my old adress by accident!! can u please chnage it to pine street instead? thx liam","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-68028","status":"processing","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, thanks for reaching out! Unfortunately, we are unable to change the shipping address once an order has been placed. We apologize for any inconvenience this may cause.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-125"]}]},"after":{"reply":"Thanks, Liam. I'm going to have a team member change the address before your order ships for order AA-68028. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-68028"},"output":{"ok":true,"order":{"order_id":"AA-68028","status":"processing","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1324","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Jake Patel","country":"EU","subject":"Shipping time to Munich, Germany","body":"Hello, I am thinking about purchasing a jacket from your store and was wondering about international delivery times. I live in Munich, Germany, so could you please let me know how long standard shipping typically takes to get here? Thank you, Jake","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hi Jake,\n\nThanks for reaching out! International orders typically arrive within 7 to 14 business days, though delivery times can vary slightly depending on customs processing.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 6-10 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to the EU is 6-10 business days according to policy, not 7 to 14 business days.","quote":"International orders typically arrive within 7 to 14 business days, though delivery times can vary slightly depending on customs processing."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-110"]}]},"after":{"reply":"Hello Jake, standard shipping to Munich, Germany (EU) typically takes 6 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 6-10 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the EU standard shipping timeframe according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-refund-timing","kb-address","kb-club"]}]}},{"id":"T-1325","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Ivy Silva","country":"US","subject":"wrong adress AA-89702","body":"plz help just made order AA-89702 and sent to old address by mistake. need to update it to spruce avenue before it goes out thx ivy","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-89702","status":"processing","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ivy, unfortunately, we are unable to change the shipping address once an order has been placed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-121","hc-110","hc-112"]}]},"after":{"reply":"Thanks, Ivy. I'm going to have a team member change the address before your order ships for order AA-89702. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-89702"},"output":{"ok":true,"order":{"order_id":"AA-89702","status":"processing","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1326","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Leila Romano","country":"US","subject":"Address change needed for order AA-34046","body":"I just placed order AA-34046 and realized your system defaulted to an old address. I need this updated immediately to Maple Lane. Please ensure it does not ship to the previous address. Leila","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-34046","status":"processing","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila, thanks for reaching out. Unfortunately, we're unable to change the shipping address once an order has been placed. We apologize for any inconvenience this may cause.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"unable to change the shipping address once an order has been placed","detail":"addresses can never be changed (wrong)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-108"]}]},"after":{"reply":"Thanks, Leila. I'm going to have a team member change the address before your order ships for order AA-34046. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"address_change","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["address_change"],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-34046"},"output":{"ok":true,"order":{"order_id":"AA-34046","status":"processing","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"route","handoff":"address_change"}]}},{"id":"T-1327","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Leila Romano","country":"US","subject":"","body":"I tried entering my password a bunch of times and now the site says my account is locked. What now?","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"I'm sorry to hear that your account has been locked! Since unlocking an account requires assistance from our team, I'm handing this conversation over to a support representative who can help get you back into your account shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account is temporarily locked for 15 minutes and will unlock automatically once that time has passed. After the 15 minutes are up, you can sign in again or click 'Forgot password' on the sign-in page to receive a password reset link via email, which will be valid for 30 minutes.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains the 15-minute lockout policy and provides the next steps for signing in or resetting the password.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-shipping","kb-not-received","kb-privacy"]}]}},{"id":"T-1328","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Priya Romano","country":"US","subject":"Return request for Cairn Beanie - Order AA-41827","body":"Hi there, I ordered the Cairn Beanie in order AA-41827 and received it about 4 weeks ago, but the colour looks quite different in person than what I expected. It has never been worn and all the original tags are still attached. I would like to return it for a refund please. Thanks, Priya","gold":"Eligible: delivered 2026-10-16 (25 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-41827","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z511693691329","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya,\n\nThanks for reaching out! Since your Cairn Beanie is unworn with tags attached and within our 30-day return window, you're eligible for a full refund to your original payment method. \n\nI've handed this over to our support team so they can generate and send you a prepaid return shipping label. Someone will be in touch with that shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-103"]}]},"after":{"reply":"Hi Priya,\n\nYour return for the Cairn Beanie from order AA-41827 has been started (RMA: RMA-5C31A5). Because your item is unworn with tags attached, within the 30-day delivery window, and ordered within the US, your return is eligible with no label fee ($0.00).\n\nHere are the details and next steps:\n- A free prepaid return shipping label has been sent to your email address.\n- You can also access it anytime by going to Orders > select order AA-41827 > Start a return.\n- Affix the label to your package and drop it off with the carrier.\n\nOnce your return arrives at our warehouse, your refund of $28.00 to your original payment method will be issued within 2 business days. It then takes an additional 5-10 business days to appear on your bank statement.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-41827"},"output":{"ok":true,"order":{"order_id":"AA-41827","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z511693691329","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":25,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-41827","reason":"change_of_mind"},"output":{"order_id":"AA-41827","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":25,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-5C31A5","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-not-received"]}]}},{"id":"T-1329","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Sofia Okafor","country":"US","subject":"Ash Club details","body":"Hi there! Could you tell me how much the Ash Club costs per month and what benefits come with the membership? Thanks so much, Sofia","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Sofia,\n\nAsh Club membership is $8 per month. As a member, you'll receive free express shipping and 10% off all full-price items!\n\nPlease let us know if you have any other questions.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provides the cost and benefits of the Ash Club membership according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Hi Sofia,\n\nAsh Club costs $8 per month. As a member, you receive the following benefits:\n- Free express shipping (US only, delivered in 1-2 business days)\n- 10% off full-price items\n\nYou can cancel anytime by navigating to Account > Membership. Your benefits will continue through the end of the billing month you paid for.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately details the cost and benefits of the Ash Club membership per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-app"]}]}},{"id":"T-1330","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Theo Romano","country":"US","subject":"","body":"saw an $8 ash club charge on my card but thot it was $6?? which one is right","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Theo! The current price for Ash Club membership is $8 per month. While it was previously $6 per month, our membership fee has since been updated to $8.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"invented","reason":"The bot invents that Ash Club membership was previously $6 per month, which is not stated anywhere in the policy or records.","quote":"While it was previously $6 per month, our membership fee has since been updated to $8."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-121"]}]},"after":{"reply":"Ash Club is $8 per month, which includes free express shipping and 10% off full-price items. If you would like to cancel your membership, you can do so at any time by going to Account > Membership. Your benefits will continue until the end of the month you paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States $8 per month","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly clarifies that Ash Club is $8 per month, outlines the benefits, and provides cancellation details in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"charge_lookup","input":{"order_id":null},"output":{"ok":false,"error":"no charges found for this customer"}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-club","kb-giftcards","kb-shipping"]}]}},{"id":"T-1331","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Anna Romano","country":"US","subject":"Still charged twice for order AA-81200","body":"I am writing again because my bank app is still showing two separate charges of $54.95 for order AA-81200. I only placed one order. Please refund the duplicate charge immediately.\n\nAnna","gold":"One charge of $54.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-81200","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z527596386949","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna, thank you for reaching out. I'm so sorry for the trouble with the duplicate charge on order AA-81200. I'm escalating this to our support team right away so they can review the billing and process your refund as quickly as possible. Someone will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-108","hc-110"]}]},"after":{"reply":"Hi Anna,\n\nWe checked the charges for order AA-81200 ($54.95). There is only one posted charge; the second $54.95 is a temporary pending authorization from November 9, 2026, not a duplicate posted charge. \n\nBecause it is an authorization hold rather than a posted payment, there is nothing to refund. Pending authorizations drop off automatically within 3–5 business days depending on your bank's processing times.\n\nFor your reference, your order shipped via UPS (tracking number: 1Z527596386949). Please let us know if the pending charge has not dropped off after 5 business days!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States pending authorization","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that one charge is posted and the other is a pending authorization that will drop off automatically, matching policy and records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-81200"},"output":{"ok":true,"order":{"order_id":"AA-81200","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z527596386949","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"action","name":"charge_lookup","input":{"order_id":"AA-81200"},"output":{"ok":true,"orders":[{"order_id":"AA-81200","charges":[{"amount":54.95,"date":"2026-11-09","state":"posted"},{"amount":54.95,"date":"2026-11-09","state":"pending"}],"decision":"pending_authorization","note":"the pending one drops off within 3-5 business days; nothing to refund"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-address","kb-returns"]}]}},{"id":"T-1332","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Aisha Romano","country":"US","subject":"Return Basecamp Merino Tee order AA-67144","body":"Hello, I want to return Basecamp Merino Tee from my order AA-67144 to get refund because it is wrong size. I got it about 2 weeks ago. It is never worn and still has tags on. Can you please help me with return?\n\nThank you,\nAisha","gold":"Eligible: delivered 2026-10-29 (12 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $48.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-67144","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z621938936966","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Aisha, thanks for reaching out! Since your Basecamp Merino Tee was received about two weeks ago and is unworn with tags attached, it is fully eligible for a return. I'm passing your request to our support team so they can generate and send you a prepaid return shipping label to get your refund started.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-102"]}]},"after":{"reply":"Hello Aisha,\n\nYour return for the Basecamp Merino Tee from order AA-67144 has been started (RMA: RMA-B8F025). Because this is a US order, return shipping is free, and your prepaid return label has been emailed to you.\n\nNext steps:\n1. Print the prepaid label from your email and attach it to your package with the unworn item and tags attached.\n2. Drop the package off with the carrier.\n\nOnce our warehouse receives the item, your refund of $48.00 will be processed within 2 business days to your original payment method. Please allow an additional 5–10 business days for your bank to post the refund to your account.\n\nThank you for reaching out!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-67144"},"output":{"ok":true,"order":{"order_id":"AA-67144","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z621938936966","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":12,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-67144","reason":"change_of_mind"},"output":{"order_id":"AA-67144","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":12,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-B8F025","label_fee":0.0,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-refund-timing","kb-tracking","kb-address"]}]}},{"id":"T-1333","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Clara Larsen","country":"CA","subject":"return order AA-93956","body":"hi need to return the kettle wool gloves from order AA-93956 for refund, does not fit. got them about 3 weeks ago, never worn tags still on them. thx clara","gold":"Eligible: delivered 2026-10-27 (14 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; $7.95 label fee deducted). Refund $42.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-93956","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"Canada Post","tracking":"CP199626829225","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, thanks for reaching out. Since your Kettle Wool Gloves are unworn with tags attached and within the return window, you're eligible for a full refund to your original payment method. I've handed this over to our support team so they can generate and send you a prepaid return shipping label for order AA-93956. Someone will be in touch shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Hi Clara,\n\nYour return for the Kettle Wool Gloves from order AA-93956 has been approved and started (RMA: RMA-568B60), as your order is within the 30-day return window.\n\nYour prepaid return shipping label has been sent to your email. Please note that because this is a Canada order, a $7.95 label fee will be deducted from your $42.00 refund.\n\nOnce your return package arrives at our warehouse, your refund will be issued within 2 business days to your original payment method. After it is issued, your bank typically takes 5–10 business days to post the funds to your account.\n\nLet us know if you have any questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly processed and approved the return, stated the deduction of the Canadian return label fee, detailed the refund timing, and provided clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-93956"},"output":{"ok":true,"order":{"order_id":"AA-93956","status":"delivered","country":"CA","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"Canada Post","tracking":"CP199626829225","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":14,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-93956","reason":"change_of_mind"},"output":{"order_id":"AA-93956","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":14,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-568B60","label_fee":7.95,"note":"prepaid label e-mailed; refund within 2 business days of arrival, bank 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-privacy"]}]}},{"id":"T-1334","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Jake Silva","country":"US","subject":"Sizing help - Ridgeline Shell Jacket","body":"I'm looking at the Ridgeline Shell Jacket and your sizing isn't clear. I fall right between a Medium and a Large, and I wear a fleece under my shell during winter. Which size am I actually supposed to get?\n\nJake","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Jake,\n\nWe recommend sizing up to a Large! If you're between sizes on a shell jacket, choosing the larger size ensures it will fit comfortably over your layers, like a winter fleece.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Jake,\n\nFor our shell jackets, we recommend sizing up if you are between sizes—especially since you plan to wear a fleece layer underneath. Choosing a Large will ensure you have enough room for comfortable layering.\n\nYou can also double-check the measurements on the Ridgeline Shell Jacket product page by clicking on the size chart link.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1335","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Jonas Haddad","country":"US","subject":"","body":"I am asking again, where is order AA-44922? I ordered it 3 days ago and I still have no idea if it even shipped.","gold":"In transit with UPS, tracking 1Z540019769090, shipped 2026-11-08, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-44922","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z540019769090","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, you can track your package using the link sent in your shipping confirmation email (be sure to check your spam folder just in case). However, since you haven't received shipping updates and need specific status details for order AA-44922, I am handing you over to our support team so they can look into this for you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-109","hc-101"]}]},"after":{"reply":"Your order AA-44922 has shipped and is currently in transit. It was shipped on November 8, 2026, via UPS with tracking number 1Z540019769090. The latest tracking scan was recorded on November 10, 2026. You can track your package directly on the UPS website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, provided the carrier and tracking number along with recent tracking history, and directed the customer to track it directly on the carrier website.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-44922"},"output":{"ok":true,"order":{"order_id":"AA-44922","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z540019769090","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-tracking","kb-double-charge","kb-returns"]}]}},{"id":"T-1336","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Zoe Romano","country":"US","subject":"Updating account email address","body":"Hello Alder & Ash team,\n\nI would like to update the email address associated with my account to my new work address. Could you please let me know how to proceed with this change?\n\nThank you,\nZoe","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Zoe,\n\nYou can easily update your email address by going to Account > Profile > Email and entering your new address. Once you do, we'll send a confirmation link to that new email to complete the change.\n\nLet us know if you need anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-113"]}]},"after":{"reply":"Hi Zoe,\n\nYou can update your email address by going to Account > Profile > Email. Enter your new work email address there, and then click the confirmation link sent to that new inbox to complete the update.\n\nPlease let us know if you need any further assistance!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly guides the customer to update their email address per policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-address","kb-privacy","kb-club"]}]}},{"id":"T-1337","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Tomas Nguyen","country":"US","subject":"","body":"Hi there! My card was charged $169.00 today, but I haven't received a confirmation email yet. I don't have an order number, but my email is tomas.nguyen12@mail.example. Could you check if my order went through?","gold":"Yes: order AA-62524 (Cirque Down Vest) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-62524","status":"processing","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, thanks for reaching out! I'm connecting you with a member of our support team so they can look into your account and verify if the order went through. Someone will assist you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-112"]}]},"after":{"reply":"Hi Tomas, I found your order! Your order number is AA-62524 for the Cirque Down Vest ($169.00), placed on November 10, 2026. The order went through successfully and is currently processing. Tracking information will be available once your package ships.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately confirms that the order went through, provides the order details and status, and aligns completely with the records and resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-62524","status":"processing","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-not-received","kb-double-charge","kb-tracking"]}]}},{"id":"T-1338","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Zoe Tanaka","country":"EU","subject":"Status for order AA-12649","body":"Hello, can you tell me where is order AA-12649? I have ordered it 2 days ago, but have no idea if it shipped or not.\n\nThank you,\nZoe","gold":"In transit with DHL, tracking JD423952083361, shipped 2026-11-09, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-12649","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD423952083361","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe,\n\nThanks for reaching out! You can track your order using the link provided in your shipping confirmation email. If you haven't seen it yet, be sure to check your spam or junk folder just in case.\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"incomplete","reason":"The bot failed to provide the order's shipping status or tracking information from the system records, instead sending the customer to check their email.","quote":"You can track your order using the link provided in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Hello Zoe,\n\nYour order AA-12649 has shipped and is currently in transit. It was shipped on November 9, 2026, via DHL with tracking number JD423952083361. The most recent tracking scan was on November 10, 2026.\n\nYou can track your shipment directly on DHL's website using your tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately confirms the order has shipped, provides the carrier and tracking information, and gives a clear next step.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-12649"},"output":{"ok":true,"order":{"order_id":"AA-12649","status":"in_transit","country":"EU","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD423952083361","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-returns","kb-double-charge"]}]}},{"id":"T-1339","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Clara Kowalski","country":"US","subject":"Cancel Ash Club","body":"I want to cancel my Ash Club membership. Do I get money back for the rest of this month?\n\nClara","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Clara, I can certainly help get this to our team. A support team member will follow up shortly to process your Ash Club cancellation and address your question regarding a refund for the rest of the month.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-113"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. There are no partial refunds, so you won't receive money back for the remainder of the month; however, your membership benefits will continue through the end of the billing month you've already paid for.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply directly addresses both questions accurately per policy BIL-2 and provides clear next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-shipping","kb-refund-timing"]}]}},{"id":"T-1340","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Liam Kowalski","country":"CA","subject":"shipping time to toronto","body":"hi thinkin of ordering a jacket, i live in canada (toronto). how long does standard shippng take?\n\nliam","gold":"Standard shipping to Canada: 5-8 business days.","order":null,"before":{"reply":"Hi Liam,\n\nFor international orders, including shipments to Canada, delivery usually takes 7 to 14 business days, depending on customs.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to Canada takes 5-8 business days per policy, but the bot states 7 to 14 business days.","quote":"For international orders, including shipments to Canada, delivery usually takes 7 to 14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-120"]}]},"after":{"reply":"Hi Liam,\n\nStandard shipping to Canada takes 5 to 8 business days.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 5-8 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the delivery timeframe for standard shipping to Canada in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-care","kb-contact"]}]}},{"id":"T-1341","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Ethan Lindqvist","country":"US","subject":"Question about order AA-17230","body":"Hello Alder & Ash team, where is my order AA-17230? I make this order 3 days ago, but I have no idea if it is shipped already or not. Please check for me. Thank you, Ethan","gold":"In transit with UPS, tracking 1Z048932759280, shipped 2026-11-08, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-17230","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z048932759280","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nYou can track your order using the link provided in your shipping confirmation email (be sure to check your spam folder just in case). \n\nSince you'd like us to look up the status of order AA-17230 directly to see if it has shipped, I am passing your request over to our support team so they can check this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-121","hc-113"]}]},"after":{"reply":"Hello Ethan,\n\nYour order AA-17230 has shipped and is currently in transit. It was shipped via UPS on November 8, 2026, and the tracking number is 1Z048932759280 (with the most recent scan on November 10, 2026). You can track your package directly on the UPS website using that tracking number.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tracking number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly identified that the order has shipped, provided the carrier, ship date, tracking number, and gave clear next steps to track the package.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-17230"},"output":{"ok":true,"order":{"order_id":"AA-17230","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z048932759280","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":0,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-double-charge","kb-not-received"]}]}},{"id":"T-1342","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Theo Fischer","country":"US","subject":"Still cannot reset password","body":"I am writing to you again because I still cannot log into my account. I forgot my password, and the reset link that was sent yesterday is already telling me it is expired. Please send me a working link so I can actually get into my account. Theo","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Theo, password reset links expire after 30 minutes for security reasons. To get a fresh link, please head to the sign-in page, click 'Forgot password', and follow the link sent to your email right away.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains that password reset links expire after 30 minutes per policy and clearly directs the customer to request a new link via 'Forgot password' on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-109"]}]},"after":{"reply":"Hi Theo,\n\nPassword reset links are valid for 30 minutes, which is why yesterday's link has expired.\n\nTo receive a new, active link, please go to our sign-in page and click \"Forgot password\". You will be sent an e-mail right away with a fresh reset link—just be sure to open it and set your new password within 30 minutes of receiving it.\n\nPlease also note that if there are 5 failed sign-in attempts, the account temporarily locks for 15 minutes before unlocking automatically.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 30 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains that password reset links expire in 30 minutes, directs the customer to use 'Forgot password' on the sign-in page to generate a fresh link, and adheres fully to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-email","kb-privacy","kb-address"]}]}},{"id":"T-1343","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Mateo Walsh","country":"UK","subject":"Shipping times to Leeds UK","body":"I'm thinking of ordering a jacket, but I live in Leeds in the UK and your checkout page isn't being clear. Exactly how long does standard shipping take to get here? Mateo","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Mateo,\n\nFor international orders, including shipments to the UK, delivery usually takes 7-14 business days, depending on customs clearance.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"7-14 business days","detail":"7-14 business days international (stale)"},{"name":"States 4-7 business days","passed":false,"evidence":"(missing)","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"Standard shipping to the UK takes 4-7 business days according to policy, not 7-14 business days.","quote":"For international orders, including shipments to the UK, delivery usually takes 7-14 business days, depending on customs clearance."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-116"]}]},"after":{"reply":"Hi Mateo,\n\nStandard shipping to the UK takes 4 to 7 business days.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 4-7 business days","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly states the UK standard shipping timeframe of 4 to 7 business days in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-address","kb-sizing"]}]}},{"id":"T-1344","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Marco Lindqvist","country":"US","subject":"Care instructions for rain jacket","body":"Hi there, I’ve had my rain jacket out on quite a few wet hikes lately, but I noticed the other day that the water just isn't beading on the surface anymore like it used to when it was new. It seems to just soak right into the outer fabric now. Could you tell me how I should wash it, and what I need to do to make it waterproof again? Thanks, Marco","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Marco,\n\nTo wash your waterproof jacket, hand wash it in cold water. Be sure never to tumble dry it; instead, hang it to dry away from direct heat.\n\nRegarding how to restore the water-repellent finish so water beads up again, our articles don't have those specific details, so I’m passing your message along to our support team to help you with the next steps!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-121","hc-117"]}]},"after":{"reply":"Hi Marco,\n\nTo restore water repellency to your jacket, wash it with a technical wash, then tumble dry it on low for 20 minutes. The heat from the dryer reactivates the durable water-repellent (DWR) coating so water will bead on the surface again.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly and accurately provides the re-waterproofing instructions per policy HOW-2.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-app","kb-giftcards"]}]}},{"id":"T-1345","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Yuki Moreau","country":"US","subject":"Ridgeline Shell Jacket sizing","body":"I'm between an M and L in the Ridgeline Shell Jacket and wear a fleece under it in winter. Which size should I get? Yuki","gold":"Check the size chart on the product page; between sizes on a shell jacket, size up (L) so it fits over layers.","order":null,"before":{"reply":"Hi Yuki,\n\nWe recommend sizing up to a Large! For our shell jackets, sizing up when you're between sizes ensures you'll have a comfortable fit over extra layers like your winter fleece.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately recommends sizing up to a Large in accordance with policy [HOW-1].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Yuki,\n\nWe recommend sizing up to a Large (L). Since you are between sizes and plan to wear a fleece underneath, sizing up on a shell jacket ensures it fits comfortably over your layers. You can also consult the detailed size chart available directly on the Ridgeline Shell Jacket product page.\n\nPlease let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly advises sizing up to Large for layering under a shell jacket and refers the customer to the size chart on the product page in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-refund-timing","kb-double-charge"]}]}},{"id":"T-1346","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Lena Larsen","country":"US","subject":"","body":"Hi! I'm looking at buying the Larch Insulated Parka, but could you tell me what kind of warranty it comes with first?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Lena! Our products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. Let us know if you have any other questions!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers the customer's question regarding the 2-year warranty against manufacturing defects in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hi Lena! Our products come with a 2-year warranty against manufacturing defects. If an item has a defect within 90 days of delivery, it can be refunded or replaced directly. After 90 days, claims are reviewed and handled by our warranty team. Let us know if you have any other questions about the Larch Insulated Parka!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 2-year warranty","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately states the 2-year warranty policy against manufacturing defects and provides helpful additional details consistent with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-app"]}]}},{"id":"T-1347","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Priya Keller","country":"US","subject":"","body":"Hey there! My rain jacket isn't beading water anymore. How should I wash it to make it waterproof again?","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"To wash your waterproof jacket, hand wash it in cold water. Be sure never to tumble dry it—instead, hang it to dry away from direct heat. If you find it's still not performing properly, please let us know, as all our gear is backed by our lifetime guarantee!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"lifetime guarantee","detail":"lifetime guarantee (stale)"},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot directly contradicts company care instructions which require washing with technical wash and tumble drying on low for 20 minutes to reactivate the DWR coating, and falsely claims a lifetime guarantee instead of the 2-year warranty.","quote":"Be sure never to tumble dry it—instead, hang it to dry away from direct heat."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-121","hc-115"]}]},"after":{"reply":"To restore the water repellency on your jacket, wash it with a technical wash and then tumble dry on low for 20 minutes. The heat helps reactivate the durable water-repellent (DWR) coating so water beads up again.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States tumble dry low","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately provided the instructions for re-waterproofing the jacket in accordance with policy [HOW-2].","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-club"]}]}},{"id":"T-1348","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Nora Ibrahim","country":"US","subject":"Refund for order AA-61910","body":"Hello, I sent back the Scree Trail Pants from order AA-61910 over a week ago already. But I still see no refund back on my credit card. Where is the money please? Nora","gold":"Return received 2026-11-03; refund of $98.00 issued 2026-11-04 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-61910","status":"returned","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z462859673247","ordered":"2026-10-14","shipped":"2026-10-15","delivered":"2026-10-19","last_scan":null,"return_received":"2026-11-03","refund_issued":"2026-11-04"},"before":{"reply":"Hi Nora, thanks for reaching out! Once we receive your returned item, please allow up to 14 days for your refund to be processed. Since it has been just over a week, your refund may still be processing. If 14 days have passed since we received your return and you still haven't seen the refund, please let us know!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"allow up to 14 days","detail":"14-day refund timing (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot quotes an incorrect policy of 14 days for refunds and fails to inform the customer that their refund was already issued on November 4, 2026.","quote":"Once we receive your returned item, please allow up to 14 days for your refund to be processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hi Nora, your return of the Scree Trail Pants for order AA-61910 was received on November 3, 2026, and your refund of $98.00 was issued to your original payment method on November 4, 2026. Depending on your card issuer's processing times, it can take a few business days for the credit to appear on your statement. If you still do not see it, please check with your bank or credit card company.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately conveys that the return was received and the refund of $98 was issued, correctly managing expectations around bank processing time.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-61910"},"output":{"ok":true,"order":{"order_id":"AA-61910","status":"returned","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z462859673247","ordered":"2026-10-14","shipped":"2026-10-15","delivered":"2026-10-19","last_scan":null,"return_received":"2026-11-03","refund_issued":"2026-11-04","days_since_delivery":22,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-tracking","kb-returns","kb-address"]}]}},{"id":"T-1349","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Priya Patel","country":"US","subject":"","body":"I am asking you again about order AA-10245. If this is not sorted out today, I will be filing a chargeback and dispute with my bank.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-10245","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z194044043148","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I understand your frustration and take this very seriously. I'm connecting you directly with our support team right now so they can look into order AA-10245 and resolve this for you today.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Priya. I'm going to have our billing team look at this charge before anything goes to your bank. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1350","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Omar Kowalski","country":"US","subject":"","body":"I tried entering my password a bunch of times and now your site says my account is locked. What now?","gold":"After 5 failed attempts the account locks for 15 minutes and unlocks automatically; then use 'Forgot password' if needed.","order":null,"before":{"reply":"I'm sorry to hear that you're locked out of your account! I don't have the tools to unlock it from here, so I'm handing this conversation over to our support team to get this sorted out for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and will then unlock automatically. Once the 15 minutes have passed, you can try signing in again or click 'Forgot password' on the sign-in page to receive a password reset link via email (the link is valid for 30 minutes).","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States 15 minutes","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-shipping","kb-not-received","kb-privacy"]}]}},{"id":"T-1351","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Sofia Okafor","country":"US","subject":"","body":"Hi there, so I was looking around the site and thinking about signing up, and I was wondering if I can actually pay for the Ash Club membership using a gift card? Also, while I have you, do your gift cards ever expire, or can they just sit in an account indefinitely?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Sofia! Our gift cards expire 12 months after purchase. Regarding whether you can use a gift card to pay for an Ash Club membership, I'm going to connect you with our support team to get that answered for you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Sofia, gift cards cannot be used to pay for an Ash Club membership. However, our gift cards never expire, so they can sit in your account indefinitely until you are ready to use them on eligible purchases.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States never expire","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly answers both questions in full accordance with policy [HOW-4].","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-address","kb-shipping"]}]}},{"id":"T-1352","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Sofia Hughes","country":"US","subject":"Broken zip on Cirque Down Vest - AA-22243","body":"Hello,\n\nI bought the Cirque Down Vest from order AA-22243 about 10 months ago, and the main zip has already completely failed. Is this issue covered?\n\nSofia","gold":"Defect after 90 days (328 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-22243","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z348365585587","ordered":"2025-12-12","shipped":"2025-12-13","delivered":"2025-12-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Sofia, thanks for reaching out. I'm going to connect you with our support team so they can look into the issue with your Cirque Down Vest zipper and help you with your order AA-22243.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-108","hc-114"]}]},"after":{"reply":"Thanks, Sofia. I'm going to pass your claim to our warranty team; your item is covered by our 2-year warranty against manufacturing defects for order AA-22243. They'll see everything you've told me, so you won't need to repeat it. Our team replies Monday to Friday, 9am-6pm ET.","handoff":true,"route":"warranty","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-22243"},"output":{"ok":true,"order":{"order_id":"AA-22243","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z348365585587","ordered":"2025-12-12","shipped":"2025-12-13","delivered":"2025-12-17","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":328,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-22243","reason":"defective"},"output":{"order_id":"AA-22243","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":328,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1353","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Hannah Okafor","country":"US","subject":"","body":"card was charged $89.00 today but no conf email yet did the order go through? dont have the order number but email is hannah.okafor89@mail.example thx","gold":"Yes: order AA-60479 (Tarn Fleece) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-60479","status":"processing","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah, thanks for reaching out! Sometimes confirmation emails can take a moment or land in your spam folder, but since you haven't received it and your card was charged, I'm handing this over to our support team so they can look up your account and confirm your order details for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-112"]}]},"after":{"reply":"Yes, your order went through! Your order number is AA-60479 for the Tarn Fleece ($89.00), placed on November 10, 2026. The order is currently processing. Once it ships, you will receive an update with your carrier and tracking information.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"States the order number","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly confirms the order went through, provides the order number, items, and status, and gives the next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":null},"output":{"ok":true,"order":{"order_id":"AA-60479","status":"processing","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":null,"days_since_last_scan":null,"lost":false}}},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-double-charge","kb-tracking","kb-address"]}]}},{"id":"T-1354","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Nora Reyes","country":"US","subject":"","body":"Hi! I received the Kettle Wool Gloves from order AA-75018 about 13 days ago, but the zip unfortunately broke on just the second use. Would it be possible to get a refund or a replacement for them? Thanks so much!","gold":"Defective within 90 days of delivery (2026-10-28): refund $42.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-75018","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z575418738482","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry to hear that the zipper broke on your Kettle Wool Gloves! Because our standard return policy specifies items should be unworn, I'm handing this over to our support team so they can assist you with an exchange or refund for the damaged item. Someone will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-110","hc-101"]}]},"after":{"reply":"I am sorry to hear about the broken zipper on your Kettle Wool Gloves. A refund of $42.00 has been issued to your original payment method under reference ID RF-3CE21D. Because the item is defective within 90 days, no return is necessary. Your bank should reflect the refund within 5 to 10 business days.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly resolves the issue by issuing a refund without requiring a return as per policy RET-3 and informs the customer of the processing timeframe.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-75018"},"output":{"ok":true,"order":{"order_id":"AA-75018","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z575418738482","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":13,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-75018","reason":"defective"},"output":{"order_id":"AA-75018","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":13,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-3CE21D","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-refund-timing","kb-tracking","kb-not-received","kb-returns"]}]}},{"id":"T-1355","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Priya Meyer","country":"US","subject":"Issue with Tarn Fleece - Order AA-93512","body":"Hello,\n\nI received the Tarn Fleece from order AA-93512 37 days ago, and I noticed that a seam is coming apart. Could I please arrange for a refund or a replacement?\n\nThank you,\nPriya","gold":"Defective within 90 days of delivery (2026-10-04): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-93512","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z223472745923","ordered":"2026-09-29","shipped":"2026-09-30","delivered":"2026-10-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya,\n\nI'm sorry to hear about the issue with your Tarn Fleece! Since you are within our 60-day return window, you are eligible for a full refund or exchange. I've passed your request to our support team so they can generate and send you a prepaid return shipping label.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-108"]}]},"after":{"reply":"Hello Priya,\n\nI am sorry to hear about the defective seam on your Tarn Fleece. \n\nBecause this item is defective within 90 days of delivery, a full refund of $89.00 has been issued to your original payment method under refund reference ID RF-0B862C. There is no need to return the item.\n\nYour bank should post the funds to your account within 5 to 10 business days.\n\nPlease let us know if you need help with anything else!","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-93512"},"output":{"ok":true,"order":{"order_id":"AA-93512","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z223472745923","ordered":"2026-09-29","shipped":"2026-09-30","delivered":"2026-10-04","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":37,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-93512","reason":"defective"},"output":{"order_id":"AA-93512","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":37,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-0B862C","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-not-received","kb-returns","kb-refund-timing"]}]}},{"id":"T-1356","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Tomas Silva","country":"US","subject":"Damaged Basecamp Merino Tee from order AA-76192","body":"Hello Alder & Ash team,\n\nI received my order AA-76192 about 25 days ago, which included the Basecamp Merino Tee. When I took it out of the packaging to look at it, I noticed there was already a tear in the fabric right out of the bag. Because it arrived damaged, I would really appreciate either a refund or a replacement tee sent out.\n\nBest regards,\nTomas","gold":"Defective within 90 days of delivery (2026-10-16): refund $48.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-76192","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z463954266896","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas,\n\nI'm so sorry to hear that your Basecamp Merino Tee arrived damaged. While our standard policy asks for damage to be reported within 7 days of delivery, we stand behind our gear with our lifetime guarantee and want to make this right.\n\nI have handed this over to our support team so they can review your order and help arrange a replacement or refund for you. A team member will follow up with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-121","hc-103"]}]},"after":{"reply":"Hello Tomas,\n\nI am sorry to hear that your Basecamp Merino Tee arrived damaged. \n\nBecause the item arrived defective within our 90-day window, a refund has been issued for the tee in the amount of $48.00 (Refund ID: RF-8655A4). You do not need to return the damaged shirt to us. \n\nThe refund has been processed back to your original payment method and should appear in your bank account within 5 to 10 business days.\n\nPlease let us know if you need anything else!\n\nBest regards,\nAlder & Ash Support","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":true,"evidence":"","detail":""},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly applied policy RET-3 by refunding the damaged item without requiring a return, confirmed the refund details, and stated the expected timeline for funds to appear.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-76192"},"output":{"ok":true,"order":{"order_id":"AA-76192","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z463954266896","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":25,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-76192","reason":"defective"},"output":{"order_id":"AA-76192","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":25,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-8655A4","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-not-received","kb-double-charge"]}]}}]}