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rejected","intent":"bug","failed":1,"causes":{"kb_gap":1},"stale_facts":{},"articles":{},"main_cause":"kb_gap"}]},"kb":{"items":[{"id":"kb-returns","title":"Returns: window, conditions and how to start","kind":"merged","gap":false,"policy":["RET-1","RET-2","RET-4","RET-7"],"old":[{"id":"hc-101","title":"Returns & exchanges","updated":"2023-04-02","defect":"stale: 60-day window from the 2023 policy","body":"Not happy with 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."},{"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 business days, UK 4-7 business days, 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 business days, UK 4-7 business days, 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.","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? Pausing isn't available at this time."],["ins","Cancel any time in Account > Membership. Benefits run to the end of the month you paid for; there are no partial refunds."]]},{"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.","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 offers."]]},{"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 never expire and can't be used to pay for Ash Club.","diff":[["eq","Gift cards "],["del","are delivered by email "],["ins","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.","diff":[["del","Our support team is available Monday "],["ins","Ask the assistant for a person at any time and it hands you "],["eq","to "],["del","Friday, 9am-6pm ET. Email help@alderash.example."],["ins","the team."]]}],"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":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"chat","name":"Jake Tanaka","country":"US","subject":"","body":"Hello, I am US customer and my cart is $68. Is shipping free for this, or what is the minimum amount?","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Jake! Yes, your order qualifies for free 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 claims that shipping is free on US orders over $50, whereas policy states US standard shipping is free on 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-107","hc-114"]}]},"after":{"reply":"US standard shipping is free on orders over $75; otherwise, it is $6.95. Since your cart is currently $68, it does not qualify for free shipping unless you reach the $75 minimum. Alternatively, US Express shipping (1-2 business days) is $18, or free for Ash Club members.","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 policy questions accurately according to current policy without inventing details or missing necessary information.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-app","kb-tracking","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1002","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Ben Lindqvist","country":"US","subject":"Refund request - Order AA-56398 damaged jacket","body":"I am writing to you again because I need a refund for the Ridgeline Shell Jacket ($229) from order AA-56398. It arrived damaged with the hood seam completely torn. I received it 14 days ago and need this refund processed.\n\nBen","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-56398","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z250946805585","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, thank you for reaching out. I'm sorry to hear that your Ridgeline Shell Jacket arrived with a torn seam. Because it has been 14 days since delivery and our damaged item policy typically asks for reports within 7 days, I've passed your request along to our support team to review your case and assist you with your refund.","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, Ben. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-56398. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-AC9873.","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-56398"},"output":{"ok":true,"order":{"order_id":"AA-56398","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z250946805585","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-56398","reason":"defective"},"output":{"order_id":"AA-56398","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":14,"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-AC9873","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1003","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Grace Walsh","country":"US","subject":"Tarn Fleece issue - Order AA-91501","body":"Hello,\n\nI received order AA-91501 13 days ago, but unfortunately the Tarn Fleece arrived with a tear in the fabric. Could I please arrange for a refund or a replacement?\n\nThank you,\nGrace","gold":"Defective within 90 days of delivery (2026-10-28): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-91501","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z248141265041","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace, I'm so sorry to hear that your Tarn Fleece arrived damaged! You are well within our 60-day return and exchange window. I've handed this over to our support team so they can send you a prepaid return shipping label and get your refund or replacement sorted out right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-103","hc-101"]}]},"after":{"reply":"Hello Grace,\n\nI am sorry to hear that your Tarn Fleece arrived damaged. Because the item is defective within 90 days of delivery, a refund has been issued to your original payment method under refund ID RF-FEA1CF for the amount of 89.0. No return is needed.\n\nYour bank will show the refund within 5-10 business days.\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 identified that the defective item is within 90 days of delivery, processed the refund without requiring a return in accordance with RET-3, and provided clear next steps regarding bank processing time.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-91501"},"output":{"ok":true,"order":{"order_id":"AA-91501","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z248141265041","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-91501","reason":"defective"},"output":{"order_id":"AA-91501","item":"Tarn Fleece","amount":89.0,"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-FEA1CF","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"]},{"step":"check","problems":[]}]}},{"id":"T-1004","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Kofi Walsh","country":"US","subject":"Payment error PAY-17","body":"Hello support team,\n\nI try to make purchase today but my payment fails with error PAY-17. It happened three times on different cards. I really want to buy today, can you help me?\n\nKofi","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Kofi,\n\nI'm sorry to hear you're experiencing payment error PAY-17. Since I don't have information on this specific error code, I'm passing your request over 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-126","hc-102"]}]},"after":{"reply":"Thanks, Kofi. 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.","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-1005","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Leila Meyer","country":"US","subject":"Order AA-20765 refund","body":"I want to speak to a real person, not a bot about my refund for order AA-20765 (Larch Insulated Parka).\n\nLeila","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-20765","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z815162087550","ordered":"2026-10-09","shipped":"2026-10-10","delivered":"2026-10-14","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila, I completely understand. I am handing your request over to a member of our support team right now, and someone will follow up with you shortly regarding the refund for your Larch Insulated Parka (order AA-20765).","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 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.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1006","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Lena Silva","country":"US","subject":"Refund question for order AA-26642","body":"Hello,\n\nI sent back the Talus Hiking Socks 3-pack from order AA-26642 over a week ago. Still there is no refund showing on my card. Where is the money?\n\nLena","gold":"Return received 2026-11-05; refund of $32.00 issued 2026-11-06 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-26642","status":"returned","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z895619394078","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 Lena,\n\nOnce we receive your return, please allow up to 14 days for your refund to be processed. Since it has been about a week, your return is likely still being processed within that timeframe. If you still don't see the refund after 14 days, 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 to process a return and fails to recognize that the return was already received and refunded on 2026-11-06.","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":"Hello Lena,\n\nYour return for the Talus Hiking Socks 3-pack from order AA-26642 was received on 2026-11-05, and a refund of $32.00 was issued to the original payment method on 2026-11-06. \n\nRefunds typically take 5-10 business days to appear on your account depending on your bank's processing time. Please allow this timeframe for the funds to reflect on your card.","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 2026-11-05 and the refund of $32.00 was issued on 2026-11-06, along with explaining the 5-10 business day bank processing window.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-26642"},"output":{"ok":true,"order":{"order_id":"AA-26642","status":"returned","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z895619394078","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,"refund":{"amount_usd":32.0,"amount":"$32.00","issued":"2026-11-06","return_received":"2026-11-05","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1007","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Grace Bennett","country":"US","subject":"","body":"Saw an $8 Ash Club charge but thought membership was $6. Which is right?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Grace! Ash Club membership is currently $8 per month. The $6 per month rate was our previous pricing, but it has since been updated to $8. 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 $6 was a previous pricing rate, which is not found anywhere in policy or records.","quote":"The $6 per month rate was our previous pricing, but it 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 costs $8 per month, so the $8 charge is the correct price. The membership includes free express shipping and 10% off full-price items. If you ever wish to cancel, you can do so anytime in 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 bot correctly answers the customer's question regarding the Ash Club membership fee according to policy BIL-1 and provides helpful details without contradicting any records.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1008","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Noah Meyer","country":"US","subject":"checkout address wrong","body":"hey at checkout the saved address showed somone elses name and street please check this out asap\n\nnoah","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Noah, thank you for bringing this to our attention. Because this involves sensitive account and address details that our automated system cannot resolve, I am handing your request over to our support team right away so they can investigate this for 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, Noah. 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.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":[]},{"step":"route","handoff":"security"}]}},{"id":"T-1009","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Felix Moreau","country":"US","subject":"Question about free shipping threshold","body":"Hi there!\n\nI'm based in the US and currently have $71 in my cart. Does this qualify for free shipping, or could you let me know what the order minimum is?\n\nBest,\nFelix","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Felix,\n\nYes, your cart qualifies! We offer free standard shipping on all US orders over $50, so your $71 order will ship for free.\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 US orders over $50 qualify for free standard shipping, when policy states the threshold is $75.","quote":"We offer free standard shipping on all US orders over $50, so your $71 order will ship for free."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-110","hc-114"]}]},"after":{"reply":"Hi Felix,\n\nUS standard shipping is free on orders over $75, otherwise it is $6.95. Since your cart is currently at $71, it does not qualify for free shipping yet.\n\nBest,\nAlder & Ash Support","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 policy question accurately and provides the threshold and shipping cost 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-tracking","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1010","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Mia Okafor","country":"US","subject":"Change address - Order AA-57007","body":"I moved flats and need to change the delivery address for order AA-57007. I don't know if it shipped yet.\n\nMia","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 1Z925443244154.","order":{"order_id":"AA-57007","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z925443244154","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia, unfortunately, we are unable to change the shipping address once an order has been placed. You can track your order using the link in your shipping confirmation email once it ships.","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 addresses cannot be changed once an order has been placed, fails to recognize the order has already shipped, and omits informing the customer that they can redirect it with the carrier using the tracking number.","quote":"Hi Mia, 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":"Your order AA-57007 has already shipped on 2026-11-08 and is currently in transit with UPS. Because it has already shipped, we cannot change the delivery address for you. However, you can contact the carrier (UPS) directly to request a package redirection using your tracking number: 1Z925443244154.","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 informs the customer that the order has shipped, explains that we cannot change the address, and provides the UPS tracking number along with concrete next steps 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-57007"},"output":{"ok":true,"order":{"order_id":"AA-57007","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z925443244154","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-email","kb-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1011","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Liam Romano","country":"US","subject":"Security issue with saved address at checkout","body":"I went to checkout on your site today and my saved address showed a completely different person's name and street address. This is a massive privacy concern. Please look into why someone else's personal information is appearing in my account immediately.\n\nLiam","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Liam,\n\nThank you for bringing this to our attention. We take privacy and security very seriously, and I apologize for any concern this has caused. I am escalating your message directly to our support team right now so they can investigate this issue immediately. 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-112","hc-110","hc-113"]}]},"after":{"reply":"Thanks, Liam. 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.","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-1012","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Liam Novak","country":"US","subject":"Android app crashing","body":"The Android app crashes the moment it opens since the last update. I am on version 4.2.0.\n\nLiam","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Liam,\n\nThanks for reaching out. I'm sorry to hear your Android app is crashing! We don't currently have troubleshooting information for this specific issue in our help center, so I'm handing this over to our support team so they can investigate and assist you further.\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 Android app crashing on launch, please update the app to version 4.2.1 from Google Play.","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 solution according to policy BUG-2 and provides clear, actionable instructions to update to version 4.2.1.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-app","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1013","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Theo Patel","country":"US","subject":"","body":"Tracking for order AA-97108 shows delivered, but nothing 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-97108","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z110430715366","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, I'm sorry to hear your package hasn't arrived! Along with checking with 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, Theo. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-97108. They'll see everything you've told me, so you won't need to repeat it.","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-97108"},"output":{"ok":true,"order":{"order_id":"AA-97108","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z110430715366","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-1014","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Mateo Nguyen","country":"US","subject":"","body":"Hi there. I would like to return the Switchback Rain Jacket from order AA-15157 for a refund, as I've changed my mind. I received it about 2 weeks ago; it has never been worn and the tags are still on.","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; free US label). Refund $139.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-15157","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z177474891635","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mateo! Since you're within the 60-day window and the jacket is unworn, you're eligible for a full refund. To start your return and receive a prepaid return label, please email help@alderash.example with your order number (AA-15157). Once we receive your returned item, please allow up to 14 days for the refund to be processed.","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":{"verdict":"fail","failure_type":"wrong_fact","reason":"The bot incorrectly cites a 60-day return window instead of the 30-day policy, gives an incorrect procedure to start the return, and misstates the refund processing timeframe.","quote":"Since you're within the 60-day window and the jacket is unworn, you're eligible for a full refund."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-103","hc-101"]}]},"after":{"reply":"Your return for the Switchback Rain Jacket from order AA-15157 has been started (RMA: RMA-F8567C). A free prepaid return label has been e-mailed to you. Once your return reaches our warehouse, your refund of 139.0 will be issued within 2 business days to your original payment method, and your bank takes 5-10 business days to show it.","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-15157"},"output":{"ok":true,"order":{"order_id":"AA-15157","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z177474891635","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-15157","reason":"change_of_mind"},"output":{"order_id":"AA-15157","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":8,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-F8567C","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-not-received","kb-refund-timing","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1015","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Chloe Lindqvist","country":"US","subject":"","body":"I was charged twice ($48.95 each) for order AA-65683 last week and both charges are on my statement now. 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-65683","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z742631992776","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear that you were charged twice for your order! I'm handing this over to our support team so they can review the charges for order AA-65683 and assist you with getting that duplicate charge refunded.","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 have reviewed the charges for order AA-65683. Since both charges of $48.95 have posted, the duplicate charge has been refunded under refund ID RF-4F6F1D for the amount of $48.95. It typically takes 5-10 business days for your bank to show the refunded amount on your 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 duplicate charge was successfully refunded in accordance with policy, the bank timeline was stated accurately, and all details match 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-65683"},"output":{"ok":true,"order":{"order_id":"AA-65683","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z742631992776","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-65683"},"output":{"ok":true,"orders":[{"order_id":"AA-65683","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-4F6F1D","amount":48.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-returns","kb-tracking","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1016","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"chat","name":"Grace Novak","country":"US","subject":"","body":"third time writing, put me through to a manager. need my refund for order AA-44535 tarn fleece now","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-44535","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z673294478608","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear about the delay with your refund for order AA-44535. I am connecting you with our support team right away so a manager can look into your order and help get this resolved for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-115"]}]},"after":{"reply":"Thanks, Grace. 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.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1017","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Yuki Costa","country":"US","subject":"","body":"Hello! I was looking over my account statement earlier today and noticed an $8 charge for the Ash Club. I could have sworn that the membership was supposed to be $6, unless the pricing changed or I misread something somewhere. Could you clarify which price is right?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Yuki! The current price for the Ash Club membership is $8 per month. The pricing was updated from the previous $6 per month rate, so the $8 charge on your statement is correct.","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 pricing was previously $6 per month and was updated, which is not stated in the policy or records.","quote":"The pricing was updated from the previous $6 per month rate, so the $8 charge on your statement is correct."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-114","hc-115","hc-121"]}]},"after":{"reply":"Ash Club costs $8 per month. It includes free express shipping and 10% off full-price items. If you ever wish to cancel, you can cancel any time by going to Account > Membership. Your benefits will run to 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 confirms the $8/month cost per policy BIL-1 and provides the relevant membership 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-club","kb-giftcards","kb-double-charge","kb-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1018","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Priya Haddad","country":"US","subject":"Android app crashes on startup","body":"Hello,\n\nI wanted to let you know that the Android app crashes the moment it opens since the last update. I am currently running version 4.2.0. Could you please check into this?\n\nThank you,\nPriya","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Priya, thanks for reporting this issue with the Android app crashing on version 4.2.0. We don't have troubleshooting steps for this in our help center, so I've escalated your ticket to our technical support team to look into it right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-124","hc-108"]}]},"after":{"reply":"Android app 4.2.0 crashes on launch due to a known issue that was fixed on 28 Oct 2026. Please update to version 4.2.1 from Google Play to resolve the crashing.","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 issue with Android app 4.2.0 and gives the customer the concrete instruction to update to version 4.2.1 from 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","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1019","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Anna Costa","country":"US","subject":"Password reset link expired","body":"Hello Alder & Ash team,\n\nI am trying to log into my account because I forgot my password, but I ran into a bit of an issue. I received a password reset link yesterday, but when I clicked it, the page told me the link was already expired. Could you please send me a fresh link so I can update my password and access my account?\n\nThanks so much,\nAnna","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Anna,\n\nOur password reset links are valid for 30 minutes. To receive a fresh link, simply head to the sign-in page, click \"Forgot password\", and enter your email address. You'll receive a new link right away to reset your password.\n\nPlease let 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":"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 period according to policy and directs the customer on how to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Hello Anna,\n\nPassword reset links are valid for 30 minutes, which is why yesterday's link has expired. To generate a fresh link, please go to the sign-in page and click 'Forgot password'. We will then email you a new link to update your password.\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 the 30-minute validity policy and instructs the customer to use 'Forgot password' on the sign-in page to receive a fresh 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"]},{"step":"check","problems":[]}]}},{"id":"T-1020","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Hannah Romano","country":"UK","subject":"","body":"Hi! I'm thinking of ordering a jacket and I live in Leeds in the UK. Could you tell me how long standard shipping usually takes?","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Hannah! For international orders to the UK, shipping usually takes 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 according to policy, not 7 to 14 business days.","quote":"For international orders to the UK, shipping 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":"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":"","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"]},{"step":"check","problems":[]}]}},{"id":"T-1021","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Rosa Keller","country":"US","subject":"","body":"I'm asking again because I need to return the Kettle Wool Gloves from order AA-12311. They are completely unworn, I just never ended up using them after receiving them in September. Please let me know how to send them back.","gold":"Not eligible for a return: delivered 2026-09-27, 44 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-12311","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z641585856001","ordered":"2026-09-22","shipped":"2026-09-23","delivered":"2026-09-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'd be happy to connect you with our support team to help you process your return for the Kettle Wool Gloves from order AA-12311. Under our policy, items can be returned within 30 days of delivery if they are unworn, unused, and have tags attached. A team member will follow up with you shortly to assist with your return label!","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":"Your Kettle Wool Gloves from order AA-12311 are not eligible for a return. Items can only be returned within 30 days of delivery; your order was delivered on 2026-09-27 (44 days ago), which is outside the 30-day window.","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 return policy and provided accurate delivery details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-12311"},"output":{"ok":true,"order":{"order_id":"AA-12311","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z641585856001","ordered":"2026-09-22","shipped":"2026-09-23","delivered":"2026-09-27","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":44,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-12311","reason":"change_of_mind"},"output":{"order_id":"AA-12311","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":44,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 44 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-privacy","kb-damaged","kb-returns","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1022","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Rosa Haddad","country":"UK","subject":"","body":"Close my account immediately. I want all of my details removed from your marketing lists and systems.","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"I'd be glad to help you with that. Since closing your account and removing your details requires assistance from our team, I am connecting you with a support representative right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-118"]}]},"after":{"reply":"Thanks, Rosa. 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.","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-1023","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Leila Larsen","country":"EU","subject":"","body":"I'm trying to order a jacket to Munich, Germany, but shipping information is unclear. How long does standard shipping actually take?","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hi Leila! International orders, including those to Germany, usually arrive in 7 to 14 business days, depending on customs.","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, including those to Germany, usually arrive in 7 to 14 business days, depending on customs."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-110"]}]},"after":{"reply":"For orders shipped to Germany (EU), standard shipping 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":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-address","kb-care","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1024","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Ivy Haddad","country":"US","subject":"change email","body":"hi need to change the email on my acct to my new work address quick thanks\n\nivy","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Ivy,\n\nYou can easily update your email address by going to Account > Profile > Email and entering your new work address. Once you do, we'll send a confirmation link to that 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":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"To change the email address on your account, go to Account > Profile > Email, enter your new address, and then confirm it through the link sent to your new email.","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-email","kb-address","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1025","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Lucas Reyes","country":"US","subject":"gift crd","body":"got a gift card two yrs ago does it stll work or is it expired\n\nlucas","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Lucas,\n\nUnfortunately, our gift cards expire 12 months after purchase, so a card from two years ago is expired and no longer 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 that gift cards expire after 12 months, contradicting policy HOW-4 which states gift cards never expire.","quote":"Unfortunately, our gift cards expire 12 months after purchase, so a card from two years ago is expired and no longer valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124"]}]},"after":{"reply":"Hi Lucas,\n\nYes, your gift card still works! Alder & Ash gift cards never expire. Please note that they cannot be used to pay for Ash Club.","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 confirms that gift cards never expire and includes the relevant policy detail regarding Ash Club.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1026","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Noah Bennett","country":"US","subject":"Gift card questions","body":"Can I pay for Ash Club with a gift card, and do gift cards expire?\n\nNoah","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Noah,\n\nGift cards expire 12 months after purchase. As for whether you can use a gift card to pay for an Ash Club membership, I'm handing your request over to our support team so they can confirm this 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 Noah,\n\nGift cards never expire, but they cannot be used to pay for an Ash Club membership.\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"]},{"step":"check","problems":[]}]}},{"id":"T-1027","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Hannah Nguyen","country":"US","subject":"Missing delivery for order AA-72002","body":"Tracking for order AA-72002 says it was delivered, but nothing has arrived. I have already checked with my neighbours and no one has it. Where is my package?\n\nHannah","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-72002","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z571297581798","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, thank you for reaching out! Since you've already checked with your neighbors, please also be sure to check around your property. If your 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-109","hc-105","hc-108"]}]},"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-72002. They'll see everything you've told me, so you won't need to repeat it.","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-72002"},"output":{"ok":true,"order":{"order_id":"AA-72002","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z571297581798","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-1028","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Zoe Silva","country":"US","subject":"","body":"I am trying to check out right now and your promo code FALLFRIENDS keeps saying 'invalid' every time I hit apply! I do have a clearance item in my cart, and then I also tried entering a second code to see if that worked instead, but nothing is going through. I really think your site checkout is broken today.","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 Zoe! Promo codes can't be combined (only one can be used per order), and they do not apply to final-sale items. Since our clearance items are final sale, promo codes won't work on them. If your cart contains only clearance items or you are attempting to stack multiple codes, that may be why the code is showing as invalid. Please try applying a single code to non-clearance items to see if that resolves the issue!","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":"Please note that we only allow one promo code per order, and promo codes cannot be combined with other offers or applied to final-sale items. Because you are repeatedly experiencing an 'invalid' error at checkout, I am passing your details and the error message to our team so they can investigate and assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-app","kb-email","kb-sizing"]},{"step":"route","handoff":"model"}]}},{"id":"T-1029","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Jonas Nguyen","country":"US","subject":"Shipping inquiry","body":"Hello,\n\nI am a US customer and my current cart total is $68. Could you please let me know if shipping is free for this amount, or what the minimum spend is to qualify?\n\nBest regards,\nJonas","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Jonas,\n\nYes, standard shipping is free for your order! We offer free standard shipping on US orders over $50. If you prefer express shipping, it is available for $15.\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":"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 claims that standard shipping is free on US orders over $50 and express shipping is $15, contradicting policy SHP-2 ($75 minimum) and SHP-3 ($18).","quote":"We offer free standard shipping on US orders over $50."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-110"]}]},"after":{"reply":"Hello Jonas,\n\nUS standard shipping is free on orders over $75; otherwise, it is $6.95. Since your current cart total is $68, standard shipping would cost $6.95 unless your order total reaches over $75.\n\nUS standard shipping takes 3-5 business days. We also offer Express shipping (1-2 business days) for $18, which is free for Ash Club members.\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 $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 question according to policy without any inaccuracies or policy violations.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1030","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Yuki Fischer","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 email address. Could you please advise on how to make this change?\n\nThank you,\nYuki","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Yuki,\n\nYou can easily update your email address by going to Account > Profile > Email and entering your new address. Once you submit the change, we'll send a confirmation link to your new email address to finalize it.\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 email address according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-121"]}]},"after":{"reply":"To update your email address, go to Account > Profile > Email, enter your new address, and then confirm it through the link sent to that email address.","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 address per policy.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1031","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Tomas Hughes","country":"US","subject":"Update email address on my account","body":"Hello,\n\nI would like to update the email address linked to my account to my new work email. Could you please help me get that changed?\n\nThank you,\nTomas","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Tomas,\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 that new email address to complete the change.\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 outlines the procedure to change the account email address according to policy and gives clear instructions.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-126"]}]},"after":{"reply":"Hello Tomas,\n\nYou can update your email address by going to Account > Profile > Email, entering your new address, and then confirming it through the link we send to that new address.","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 the policy-defined procedure for updating 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-app"]},{"step":"check","problems":[]}]}},{"id":"T-1032","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Lucas Brooks","country":"EU","subject":"Status of order AA-54753","body":"Hello,\n\nI placed order AA-54753 three days ago, and I still have no idea if it has even shipped yet. Where is my order?\n\nLucas","gold":"In transit with DHL, tracking JD977383236283, shipped 2026-11-08, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-54753","status":"in_transit","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD977383236283","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas,\n\nYou can track the status of your order using the tracking link found 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 fails to provide the tracking status or details from the order records, instead sending the customer to check their email.","quote":"You can track the status of your order using the tracking link found in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-101"]}]},"after":{"reply":"Hello Lucas,\n\nYour order AA-54753 has shipped and is currently in transit. It was shipped on 2026-11-08 via DHL, and your tracking number is JD977383236283. The most recent tracking scan was on 2026-11-10. You can track your parcel directly with DHL using tracking number JD977383236283.","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, latest scan date, and instructed how to track it.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-54753"},"output":{"ok":true,"order":{"order_id":"AA-54753","status":"in_transit","country":"EU","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD977383236283","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-vat"]},{"step":"check","problems":[]}]}},{"id":"T-1033","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"chat","name":"Aisha Costa","country":"US","subject":"","body":"Hi there, so I just logged into my account to check on things and when I went over to look at my order history page, it was completely bizarre because there are orders listed there that definitely aren't mine. It actually shows someone else's name entirely on them instead of mine, which feels like a mix-up on the page.","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Aisha, thanks for bringing this to our attention. That definitely sounds concerning, and I'm connecting you with our support team right now so they can investigate your account and get this sorted out for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-108","hc-111"]}]},"after":{"reply":"Thanks, Aisha. 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.","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-1034","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Marco Bennett","country":"US","subject":"Charged but no confirmation email","body":"Hello,\n\nMy card was charged $289.00 today, but I never received any confirmation email. I do not have an order number. Did my order actually go through?\n\nMarco","gold":"Yes: order AA-66937 (Larch Insulated Parka) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-66937","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 Marco,\n\nThanks for reaching out. While you might want to check your spam folder just in case the confirmation landed there, I'm passing your request to our support team so they can look up your charge 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-101"]}]},"after":{"reply":"Hello Marco,\n\nYes, your order went through successfully! Your order number is AA-66937 for the Larch Insulated Parka ($289.0), ordered on 2026-11-10, and its current status is processing.\n\nIf you did not receive your confirmation email, please check your spam folder or verify your email address on file by going to Account > Profile > Email, where you can update it if needed and confirm through the 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":"","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-66937","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-tracking","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1035","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Priya Lindqvist","country":"US","subject":"Still waiting on status for order AA-88824","body":"I am writing again because I still have no idea if order AA-88824 has shipped yet. I ordered it 2 days ago and need to know where it is.\n\nPriya","gold":"In transit with UPS, tracking 1Z401032058796, shipped 2026-11-09, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-88824","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z401032058796","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya,\n\nYou can check if your order has shipped by looking for a shipping confirmation email, which will include your tracking link (be sure to check your spam folder just in case). \n\nSince you need specific status details for order AA-88824, I've also passed your message to our support team so they can look into this for you directly.","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":"Hi Priya,\n\nYour order AA-88824 has shipped! It is currently in transit with UPS under tracking number 1Z401032058796. The last scan was on 2026-11-10.\n\nYou can track the 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 information, 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-88824"},"output":{"ok":true,"order":{"order_id":"AA-88824","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z401032058796","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-damaged","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1036","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"chat","name":"Samuel Moreau","country":"US","subject":"","body":"I just placed order AA-91620 and realized I accidentally selected my old address. I need the shipping address changed immediately to Maplewood Way.","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-91620","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 Samuel, 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, Samuel. I'm going to have a team member change the address before your order ships for order AA-91620. They'll see everything you've told me, so you won't need to repeat it.","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-91620"},"output":{"ok":true,"order":{"order_id":"AA-91620","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-1037","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Theo Kowalski","country":"US","subject":"Warranty question for Larch Insulated Parka","body":"Hi there,\n\nI'm looking at purchasing the Larch Insulated Parka and was wondering what kind of warranty it comes with before I buy.\n\nThanks,\nTheo","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Theo,\n\nThanks for reaching out! Our 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 pre-purchase inquiry by stating the 2-year warranty against manufacturing defects in full alignment with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hi Theo,\n\nOur products come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items can be refunded or replaced directly; after that period, claims are 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":"The bot correctly answers the pre-purchase inquiry by stating 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","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1038","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Jake Hughes","country":"US","subject":"","body":"need a refund for larch insulated parka $289 from order AA-67477 its unworn just too big. got it 21 days ago thx","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-67477","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z517725983134","ordered":"2026-10-15","shipped":"2026-10-16","delivered":"2026-10-20","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake! Since your Larch Insulated Parka is unworn and was delivered 21 days ago, it is eligible for a return within our 30-day return window. To start your return and receive a return label, please email help@alderash.example with your order number (AA-67477). Once we receive your return, please allow up to 14 days for your 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":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Thanks, Jake. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-67477. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-03BF0C.","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-67477"},"output":{"ok":true,"order":{"order_id":"AA-67477","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z517725983134","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-67477","reason":"change_of_mind"},"output":{"order_id":"AA-67477","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":21,"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-03BF0C","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1039","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Elena Keller","country":"US","subject":"tarn fleece zip broken AA-64696","body":"hi, bought the tarn fleece from order AA-64696 abt 6 months ago and the main zip just failed. is this covered?\n\nelena","gold":"Defect after 90 days (190 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-64696","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z492375448407","ordered":"2026-04-29","shipped":"2026-04-30","delivered":"2026-05-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena,\n\nThanks for reaching out. I'm going to connect you with our support team so they can look into your order and help you with warranty coverage for your Tarn fleece zipper.","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, Elena. 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-64696. They'll see everything you've told me, so you won't need to repeat it.","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-64696"},"output":{"ok":true,"order":{"order_id":"AA-64696","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z492375448407","ordered":"2026-04-29","shipped":"2026-04-30","delivered":"2026-05-04","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":190,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-64696","reason":"defective"},"output":{"order_id":"AA-64696","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":190,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1040","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Priya Lindqvist","country":"US","subject":"Broken buckle on Kettle Wool Gloves - Order AA-70540","body":"Hello,\n\nI received the Kettle Wool Gloves from order AA-70540 37 days ago, and the buckle has already snapped. I would like a refund or a replacement for this.\n\nPriya","gold":"Defective within 90 days of delivery (2026-10-04): refund $42.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-70540","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z835141870063","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 so sorry to hear that the buckle on your Kettle Wool Gloves snapped! Because this involves a damaged item and processing a return label or replacement for order AA-70540, I am handing your request over to our support team. A team member will follow up with you shortly to assist.","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 broken buckle on your Kettle Wool Gloves from order AA-70540. \n\nBecause the item is defective within 90 days, a refund has been issued with reference ID RF-9F714A in the amount of 42.0 to your original payment method. No return is needed. Your bank takes 5-10 business days to show it.\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-70540"},"output":{"ok":true,"order":{"order_id":"AA-70540","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z835141870063","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-70540","reason":"defective"},"output":{"order_id":"AA-70540","item":"Kettle Wool Gloves","amount":42.0,"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-9F714A","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"]},{"step":"check","problems":[]}]}},{"id":"T-1041","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Elena Ibrahim","country":"EU","subject":"VAT invoice request for order AA-81314","body":"Hi there,\n\nCould you please send over a VAT invoice for my recent order AA-81314? I need it to submit my company expenses.\n\nThanks so much,\nElena","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-81314","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD236688535566","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena,\n\nYou can easily download your VAT invoice directly from your account! Just go to Orders, select order AA-81314, and click \"Download invoice.\"\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":"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.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-101"]}]},"after":{"reply":"Hi Elena,\n\nYou can download your VAT invoice directly from your account. Simply go to Orders > select order AA-81314 > 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 resolved the inquiry per policy BIL-5 and provided the exact next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-81314"},"output":{"ok":true,"order":{"order_id":"AA-81314","status":"delivered","country":"EU","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD236688535566","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"]},{"step":"check","problems":[]}]}},{"id":"T-1042","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Mateo Fischer","country":"CA","subject":"","body":"Hi, so I got my order AA-79016 about 3 weeks ago, and I had ordered the Talus Hiking Socks 3-pack, but I ended up just changing my mind about keeping them. They are completely brand new, never worn at all, and still have the original tags on. Would it be possible to return them for a refund?","gold":"Eligible: delivered 2026-10-26 (15 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 $32.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-79016","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"Canada Post","tracking":"CP377257187378","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mateo! Yes, absolutely. You can return the socks for a refund since they are unworn, have the tags attached, and are within our 30-day return window from delivery. Your refund will be issued back to your original payment method once processed.","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":"incomplete","reason":"The bot confirms the return is allowed but fails to provide the concrete next steps on how to initiate the return, and fails to mention the $7.95 Canadian return label fee.","quote":"Your refund will be issued back to your original payment method once processed."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-102","hc-110"]}]},"after":{"reply":"Yes, your Talus Hiking Socks 3-pack from order AA-79016 is eligible for return, as it is within 30 days of delivery (delivered on 2026-10-26) and remains unworn with original tags. Your return has been initiated under RMA-ED2579. Because this is a Canada order, a $7.95 label fee will be deducted from your refund. A prepaid label has been e-mailed to you. Once your return reaches our warehouse, refunds are issued within 2 business days, and your bank takes 5-10 business days to show it.","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, explains the RMA and $7.95 label deduction for Canada, notes the emailed prepaid label, and provides accurate refund timelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-79016"},"output":{"ok":true,"order":{"order_id":"AA-79016","status":"delivered","country":"CA","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"Canada Post","tracking":"CP377257187378","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":15,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-79016","reason":"change_of_mind"},"output":{"order_id":"AA-79016","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":15,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-ED2579","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-address","kb-refund-timing","kb-privacy"]},{"step":"check","problems":[]}]}},{"id":"T-1043","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Clara Lindqvist","country":"US","subject":"Promo codes not working at checkout","body":"Your checkout site seems completely broken. I entered promo code WELCOME10 and it keeps telling me it's 'invalid'. I have a clearance item in my cart and I even tried entering a second code, but nothing works. Please fix this.\n\nClara","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 Clara,\n\nI'm happy to help clarify how promo codes work at checkout! \n\nOnly one promo code can be used per order, and they cannot be combined with other offers. Additionally, our clearance items are considered final sale, and promo codes do not apply to final-sale items.\n\nIf your cart contains items eligible for promo codes, please make sure you are only applying a single code 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":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-118"]}]},"after":{"reply":"Hello Clara,\n\nPromo codes cannot be applied to clearance items, as they are considered final-sale items. In addition, our policy allows only one promo code per order, and codes cannot be combined with other offers.\n\nTo use a promo code, please ensure you are applying only a single code to eligible, non-clearance items in your cart.","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 final-sale items and single code usage, fully addressing the user's issue with clear next steps.","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-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1044","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Clara Meyer","country":"US","subject":"rain jacket waterproofing","body":"hi my rain jacket isnt beading water anymore. how do i wash it / make it waterproof again? thanks clara","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Clara,\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 beading and re-waterproof your jacket, I'm passing your message to our support team so they can provide specific guidance on reproofing 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 Clara,\n\nTo restore your jacket's water repellency, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the water-repellent (DWR) coating.\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 instructions for re-waterproofing according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1045","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Leila Haddad","country":"US","subject":"Return request for order AA-29251","body":"Hello,\n\nI would like to return the Summit 28L Daypack from order AA-29251 for a refund, as it turned out to be the wrong size. I received it about 3 weeks ago; it has never been worn and the tags are still attached.\n\nBest regards,\nLeila","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 $119.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-29251","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z136518968864","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nThanks for reaching out! Since your item is unworn with tags attached and within the 30-day return window, you are eligible for a refund back to your original payment method. I've handed your request over to our support team so they can generate and send your return shipping label. A team member will be in touch shortly to help finalize the return.","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 Leila,\n\nYour return for the Summit 28L Daypack from order AA-29251 has been started (RMA: RMA-06CAC3). Because your item is unworn with tags and within the 30-day window from delivery (delivered 2026-10-21, 20 days ago), your return is eligible for a refund of 119.0.\n\nYour prepaid return shipping label has been e-mailed to you with no label fee (US order). You can also access return details by going to Orders > select the order > Start a return.\n\nOnce your return arrives at our warehouse, your refund will be issued within 2 business days. Your bank then takes 5-10 business days to show it on 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":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-29251"},"output":{"ok":true,"order":{"order_id":"AA-29251","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z136518968864","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-29251","reason":"change_of_mind"},"output":{"order_id":"AA-29251","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":20,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-06CAC3","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"]},{"step":"check","problems":[]}]}},{"id":"T-1046","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Aisha Novak","country":"US","subject":"","body":"Hello, I want return Kettle Wool Gloves from order AA-24528. It is unworn, I just never used it. I received it in September, can I return?","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-24528","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z510021486323","ordered":"2026-09-25","shipped":"2026-09-26","delivered":"2026-09-30","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Aisha! Under our current return policy, unworn and unused items with tags attached can be returned within 30 days of delivery. Since you received your order in September, I'll connect you with a member of our support team to check the exact delivery date for order AA-24528 and help you with the return process!","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 Kettle Wool Gloves from order AA-24528 are not eligible for return. The order was delivered on 2026-09-30 (41 days ago), which is past our 30-day return window.","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 request 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-24528"},"output":{"ok":true,"order":{"order_id":"AA-24528","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z510021486323","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-24528","reason":"change_of_mind"},"output":{"order_id":"AA-24528","item":"Kettle Wool Gloves","amount":42.0,"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"]},{"step":"check","problems":[]}]}},{"id":"T-1047","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Emma Ibrahim","country":"US","subject":"URGENT: Refund issue with order AA-24236","body":"I am absolutely fed up waiting on the refund for my Summit 28L Daypack from order AA-24236. If this isn't sorted I'm talking to a lawyer.\n\nEmma","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-24236","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z643622515000","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma, I understand your frustration and apologize for the delay with your refund. Once we receive your returned item, refunds typically take up to 14 days to process. To look into the specific status of your return for order AA-24236 and get this sorted out right away, I've escalated your message to our support team.","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, Emma. I'm going to have a senior member of our team review this personally. They'll see everything you've told me, so you won't need to repeat it.","handoff":true,"route":"legal_threat","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":["legal_threat"],"rule_hits":["legal_threat"]},{"step":"route","handoff":"legal_threat"}]}},{"id":"T-1048","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Marco Kowalski","country":"CA","subject":"Update on order AA-59772","body":"Hello Alder & Ash team,\n\nI placed order AA-59772 about 3 days ago, and I was just sitting here checking my inbox because I have no idea if it has shipped out yet or what the status is. Could you check into where my order currently is?\n\nThank you,\nMarco","gold":"In transit with Canada Post, tracking CP751571203952, shipped 2026-11-08, last scan today; standard to Canada is 5-8 business days.","order":{"order_id":"AA-59772","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"Canada Post","tracking":"CP751571203952","ordered":"2026-11-07","shipped":"2026-11-08","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 provided in your shipping confirmation email. If you haven't seen it 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 failed to provide the actual order status, carrier, and tracking details available in the records, deflecting the customer back to their email instead of answering their question.","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-113"]}]},"after":{"reply":"Hello Marco,\n\nYour order AA-59772 has shipped and is currently in transit. \n\nHere are your shipment details:\n- Carrier: Canada Post\n- Tracking Number: CP751571203952\n- Shipped Date: 2026-11-08\n- Last Scan: 2026-11-10\n\nYou can track the progress of your delivery directly on the Canada Post website using tracking number CP751571203952.\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 correctly identified that the order has shipped, provided the tracking details, and gave the customer a clear next step to track their delivery.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-59772"},"output":{"ok":true,"order":{"order_id":"AA-59772","status":"in_transit","country":"CA","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"Canada Post","tracking":"CP751571203952","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"]},{"step":"check","problems":[]}]}},{"id":"T-1049","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Rosa Ibrahim","country":"US","subject":"gift card questions","body":"hi can i pay for ash club with a gift card, and do gift cards expire? thanks rosa","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Rosa,\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 passing your message 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 Rosa,\n\nGift cards cannot be used to pay for Ash Club, and 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 accurately according to 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"]},{"step":"check","problems":[]}]}},{"id":"T-1050","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Aisha Nguyen","country":"US","subject":"","body":"My rain jacket isn't beading water anymore. 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 and hang it to dry away from direct heat (never tumble dry). Regarding how to restore its water-repellent finish, I'm connecting you with a member of our support team who can help you with that!","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 water repellency, wash your jacket with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the 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 correctly and completely answers 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"]},{"step":"check","problems":[]}]}},{"id":"T-1051","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Emma Costa","country":"US","subject":"","body":"Hi there, I placed order AA-19065 about 2 days ago and I haven't gotten any updates since then, so I'm really not sure what's going on with it. I've been checking my email constantly because I have no idea if it actually shipped out yet or if it's still being packed up in the warehouse. Could you please check on where my order is right now?","gold":"In transit with UPS, tracking 1Z349114517413, shipped 2026-11-09, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-19065","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z349114517413","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma! You can typically track your order using the link sent in your shipping confirmation email (be sure to check your spam folder just in case it landed there). Since you haven't received an update yet, I'm passing your request over to our support team so they can check on the status of order AA-19065 for you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Your order AA-19065 has shipped and is currently in transit. It was shipped via UPS on 2026-11-09, and your tracking number is 1Z349114517413.","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 information, and accurately answered the customer's inquiry.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-19065"},"output":{"ok":true,"order":{"order_id":"AA-19065","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z349114517413","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-refund-timing","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1052","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Kofi Tanaka","country":"US","subject":"Double charge on order AA-98445","body":"My bank app shows two charges of $98.00 for order AA-98445. Please refund one.\n\nKofi","gold":"One charge of $98.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-98445","status":"in_transit","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z907603339887","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi, thanks for reaching out. I've handed this over to our support team so they can look into the duplicate charge on order AA-98445 and process your refund as quickly as possible. 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-108","hc-117","hc-118"]}]},"after":{"reply":"Hello Kofi,\n\nI checked your charges for order AA-98445. You have one posted charge of $98.0 and one pending authorization of $98.0 from 2026-11-09. \n\nBecause the second charge is a pending authorization rather than a posted charge, there is nothing to refund. The pending authorization will automatically drop off 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, 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-98445"},"output":{"ok":true,"order":{"order_id":"AA-98445","status":"in_transit","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z907603339887","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-98445"},"output":{"ok":true,"orders":[{"order_id":"AA-98445","charges":[{"amount":98.0,"date":"2026-11-09","state":"posted"},{"amount":98.0,"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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1053","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Ethan Kowalski","country":"UK","subject":"Status of order AA-81184","body":"Hello,\n\nI placed order AA-81184 two days ago and have no idea if it has shipped yet. Could you please let me know where the order currently is?\n\nThank you,\nEthan","gold":"In transit with Royal Mail, tracking RM809628960864, shipped 2026-11-09, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-81184","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM809628960864","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nYou 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, be sure to check your spam folder!\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 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 tracking details or status of the order despite having the order ID and records available.","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-110","hc-101"]}]},"after":{"reply":"Hello Ethan,\n\nYour order AA-81184 has shipped and is currently in transit. \n\nHere are the tracking details for your parcel:\n- Carrier: Royal Mail\n- Tracking number: RM809628960864\n- Shipped date: 2026-11-09\n- Last scan date: 2026-11-10\n\nYou can use your tracking number RM809628960864 on the Royal Mail website to see the latest updates on your delivery.\n\nThank you,\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 and is in transit, provided accurate tracking details and carrier info from the records, and gave 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-81184"},"output":{"ok":true,"order":{"order_id":"AA-81184","status":"in_transit","country":"UK","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"Royal Mail","tracking":"RM809628960864","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"]},{"step":"check","problems":[]}]}},{"id":"T-1054","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Lucas Bennett","country":"UK","subject":"SECOND REQUEST: GDPR personal data request","body":"I am writing again because I have not received a response. Under GDPR, I am requesting a copy of all personal data you hold on me.\n\nLucas","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Lucas,\n\nThank you for reaching out. I am escalating your GDPR personal data request directly to our support team so they can assist you with obtaining a copy of your data as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-109"]}]},"after":{"reply":"Thanks, Lucas. 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.","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-1055","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Kofi Haddad","country":"US","subject":"Refund inquiry for order AA-79400","body":"Hello,\n\nI sent back the Cairn Beanie from order AA-79400 over a week ago, but there is still no refund showing on my card. Could you please let me know where the money is?\n\nBest regards,\nKofi","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-79400","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z459841143073","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 Kofi,\n\nThanks for reaching out! Once we receive your return, please allow up to 14 days for your refund to be processed back to your card. Since it has been just over a week, your refund should be on its way soon.\n\nPlease let us know if you haven't received it after 14 days, and we'll be happy to look into it 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 cites an incorrect processing timeline of up to 14 days instead of policy RET-5 and fails to confirm that the refund was already issued on 2026-11-07.","quote":"Once we receive your return, 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":"Hello Kofi,\n\nYour return for the Cairn Beanie was received on 2026-11-06, and your refund of $28.00 was issued on 2026-11-07 to the original payment method. \n\nPlease allow 5-10 business days from the issue date for the funds to post to your bank or card statement.\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 informs the customer that the refund of $28.00 was issued on 2026-11-07 to the original payment method and explains that banks take 5-10 business days to show it.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-79400"},"output":{"ok":true,"order":{"order_id":"AA-79400","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z459841143073","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,"refund":{"amount_usd":28.0,"amount":"$28.00","issued":"2026-11-07","return_received":"2026-11-06","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1056","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Samuel Kowalski","country":"US","subject":"Refund for order AA-49614","body":"Sent back the Summit 28L Daypack from order AA-49614 over a week ago and still no refund on the card. Where is the money?\n\nSamuel","gold":"Return received 2026-11-04; refund of $119.00 issued 2026-11-05 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-49614","status":"returned","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z891528838117","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 Samuel,\n\nOnce we receive your return, please allow up to 14 days for your refund to be processed back to your card. Since it has been just over a week, your refund should be processed soon!\n\nIf 14 days have passed since we received your package and you still haven't seen the funds, 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 14 days for refunds and fails to inform the customer that their refund was already issued on November 5, 2026.","quote":"Once we receive your return, 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":"Hello Samuel,\n\nYour return for the Summit 28L Daypack from order AA-49614 was received on 2026-11-04, and a refund of $119.00 was issued on 2026-11-05 to the original payment method. \n\nRefunds typically take 5-10 business days to post to your account depending on your bank's processing times. If you do not see the credit after 10 business days, please check with your card issuer or let us know.\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 return was received and the refund was issued, provided the accurate dates and amounts, and explained the bank posting timeframe with concrete 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-49614"},"output":{"ok":true,"order":{"order_id":"AA-49614","status":"returned","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z891528838117","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,"refund":{"amount_usd":119.0,"amount":"$119.00","issued":"2026-11-05","return_received":"2026-11-04","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1057","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Leila Meyer","country":"US","subject":"Charged but no confirmation","body":"My card was charged $289.00 today, but I never received a confirmation email. Was my order even placed? I don't have an order number to give you.\n\nLeila","gold":"Yes: order AA-77526 (Larch Insulated Parka) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-77526","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,\n\nThanks for reaching out. In the meantime, you might want to quickly check your spam or junk folder just in case the confirmation email landed there. Since I'm unable to look up your charge or account details directly, I'm handing this over to our support team so they can investigate your order status and assist you right away.","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":"Hello Leila,\n\nGood news—your order was successfully placed! Your order number is AA-77526 for the Larch Insulated Parka (total $289.0).\n\nYour order is currently processing. As soon as it ships, a carrier and tracking number will be assigned to your parcel.\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 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 was placed, provides the order number, item name, and current processing status.","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-77526","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-double-charge","kb-tracking","kb-not-received","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1058","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Hannah Reyes","country":"US","subject":"problem with password reset link","body":"Hello,\n\nI forgot my password for the account. Yesterday I got the reset link, but today it says it is expired when I try to use it. Please can you help me?\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\nOur password reset links are only valid for 30 minutes, which is why yesterday's link has expired. \n\nTo 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.\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":"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 link expiration and provides the exact next step to resolve the issue.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Hello Hannah,\n\nThe password reset link expires because the link we e-mail is valid for 30 minutes. To reset your password, please go to the sign-in page and click 'Forgot password' to receive a new link. Be sure to use the new link 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 policy ACC-1 regarding link expiration and provides the exact next step 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-privacy"]},{"step":"check","problems":[]}]}},{"id":"T-1059","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Clara Hughes","country":"US","subject":"","body":"android app crashing immediately when opened since last update ver 4.2.0 pls fix","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 your Android app is crashing! 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"]}]},"after":{"reply":"To resolve the Android app crashing on launch, please update to version 4.2.1 from Google Play, 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 identifies the known bug and instructs the customer to update to version 4.2.1 from 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"]},{"step":"check","problems":[]}]}},{"id":"T-1060","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Kofi Fischer","country":"US","subject":"Payment error PAY-17 - still failing","body":"This is the second time I am reaching out about this. My payment has failed three times with error PAY-17 across different cards, and I need to buy today. Please sort this out.\n\nKofi","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Kofi, I'm so sorry to hear you're running into payment error PAY-17 and that this is your second time reaching out. Because I don't have access to payment troubleshooting details, I am escalating this directly to our support team right away so they can look into your account and get this resolved for you today.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-123","hc-115"]}]},"after":{"reply":"Thanks, Kofi. 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.","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-1061","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"chat","name":"Marco Reyes","country":"US","subject":"","body":"Hi there! I really need help with a refund for order AA-76452 (Larch Insulated Parka). 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-76452","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z973944128214","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco, I understand you'd like to speak with a member of our team. I'm connecting you to a support agent right now to assist with your refund for order AA-76452. Someone will be with you shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-108"]}]},"after":{"reply":"Thanks, Marco. 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.","handoff":true,"route":"explicit_human","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":["explicit_human"],"rule_hits":["explicit_human"]},{"step":"route","handoff":"explicit_human"}]}},{"id":"T-1062","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Clara Silva","country":"US","subject":"Refund status for order AA-85475","body":"Hello,\n\nI sent back the Talus Hiking Socks 3-pack from order AA-85475 over a week ago, but there is still no refund showing on my card. Could you please let me know where the money is?\n\nThank you,\nClara","gold":"Return received 2026-11-07; refund of $32.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-85475","status":"returned","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z419512751548","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 Clara,\n\nThanks for reaching out! Once we receive your returned item, please allow up to 14 days for your refund to be processed. Since it has only been a little over a week since you sent it, it is likely still in transit or being processed by our team.\n\nIf you don't see the refund after 14 days from delivery, 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 timeline of 14 days and fails to state that the return was already received and refunded on 2026-11-08.","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":"Hello Clara,\n\nWe received your returned item on 2026-11-07, and your refund of $32.00 was issued on 2026-11-08 to the original payment method. \n\nPlease note that refunds typically take 5-10 business days to appear on your account, depending on your bank's processing times.\n\nThank you for your patience!","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, provided the accurate amounts and dates, and noted the 5-10 business day banking timeframe.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-85475"},"output":{"ok":true,"order":{"order_id":"AA-85475","status":"returned","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z419512751548","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,"refund":{"amount_usd":32.0,"amount":"$32.00","issued":"2026-11-08","return_received":"2026-11-07","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1063","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Omar Lindqvist","country":"US","subject":"Double charge on order AA-31703","body":"My bank app shows two charges of $289.00 for order AA-31703. Please refund one immediately.\n\nOmar","gold":"One charge of $289.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-31703","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z613624430542","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar,\n\nThanks for reaching out. I'm handing this over to our support team right away so they can look into the duplicate charge for order AA-31703 and assist you with your refund. A team member will follow up with you 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-118"]}]},"after":{"reply":"Hello Omar,\n\nI looked into your charges for order AA-31703. Our records show one posted charge of $289.00 on 2026-11-09 and one pending authorization of $289.00 on 2026-11-09. \n\nThe pending authorization will automatically drop off within 3-5 business days, so there is no duplicate charge to refund. Please allow that time window for your bank to clear the pending hold.","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 correctly explains that one charge is a pending authorization that drops off within 3-5 business days, fully resolving the customer's query per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-31703"},"output":{"ok":true,"order":{"order_id":"AA-31703","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z613624430542","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-31703"},"output":{"ok":true,"orders":[{"order_id":"AA-31703","charges":[{"amount":289.0,"date":"2026-11-09","state":"posted"},{"amount":289.0,"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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1064","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Daniel Reyes","country":"US","subject":"","body":"I'm asking again because I really need an answer: I'm stuck between M and L for the Ridgeline Shell Jacket and wear a fleece under it in winter. Which size should I get?","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 Daniel, thanks for reaching out! Since you are between sizes on a shell jacket and plan to wear layers underneath, we recommend sizing up to a Large so it fits comfortably over 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 resolves the sizing inquiry according to policy by advising to size up to a Large for shell jackets worn over layers.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-103","hc-120"]}]},"after":{"reply":"For our shell jackets, if you are between sizes, we recommend sizing up so that it fits comfortably over layers like a fleece. Therefore, a size L would be the best choice. You can also consult the size chart located on the 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":"The bot correctly advises sizing up to an L to accommodate layers and directs the customer to the size chart on the product page, fully adhering to policy.","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","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1065","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Lucas Silva","country":"US","subject":"Still waiting on update for order AA-58761","body":"Hi,\n\nI am writing to you again regarding order AA-58761. It shipped ages ago and the tracking hasn't moved in over a week now. I am really worried it is lost.\n\nLucas","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-58761","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z363848417100","ordered":"2026-10-21","shipped":"2026-10-22","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas,\n\nI'm so sorry to hear that your tracking hasn't updated and that your order may be delayed. I'm handing this over to our support team right now so they can investigate the status of order AA-58761 and help get this resolved for you.","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, Lucas. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-58761. They'll see everything you've told me, so you won't need to repeat it.","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-58761"},"output":{"ok":true,"order":{"order_id":"AA-58761","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z363848417100","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-1066","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Leila Meyer","country":"US","subject":"Password reset link expired","body":"Hello Alder & Ash team,\n\nI hope you are having a nice day. I went to log into my account because I forgot my password, but when I finally went to use the reset link that I got sent yesterday, the page told me it had already expired. Could you help me sort this out so I can access my account?\n\nBest,\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. To get a new one, simply head to the sign-in page, click \"Forgot password\", and follow the link sent 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":"The bot correctly explains the 30-minute validity policy and instructs the user to request a new link using 'Forgot password' on the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-113"]}]},"after":{"reply":"Hello Leila,\n\nPassword reset links are valid for 30 minutes, which is why yesterday's link has expired.\n\nTo request 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.\n\nPlease note that if you have 5 failed sign-in attempts, your account will lock for 15 minutes before unlocking automatically.\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 accurately explains the 30-minute validity policy and clearly directs the customer to click 'Forgot password' on the sign-in page 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"]},{"step":"check","problems":[]}]}},{"id":"T-1067","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Kofi Lindqvist","country":"US","subject":"Sizing help: Ridgeline Shell Jacket","body":"Hello,\n\nIt's frustrating trying to figure out your sizing. I am caught between a Medium and a Large for the Ridgeline Shell Jacket, and I wear a fleece under it in winter. Which size am I supposed to buy?\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,\n\nWe recommend sizing up to a Large! If you're between sizes on a shell jacket, going with the larger size ensures it fits comfortably over 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 correctly advises the customer to size up to a Large to fit over layers in accordance with policy [HOW-1].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Kofi,\n\nIf you are between sizes on a shell jacket, we recommend sizing up to a Large so it fits comfortably over layers like your winter fleece. You can also refer to the size chart on the Ridgeline Shell Jacket 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":"The bot correctly resolves the sizing inquiry according to policy by advising to size up to a Large for shell jackets to fit over layers and pointing to the product page 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"]},{"step":"check","problems":[]}]}},{"id":"T-1068","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Emma Patel","country":"UK","subject":"","body":"I'm thinking of ordering a jacket and live in the UK (Leeds). How long does standard shipping actually take?","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Emma! International orders typically 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, but the bot states it takes 7 to 14 business days.","quote":"International orders typically 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 states the standard shipping timeframe to the UK 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-care","kb-address","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1069","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Jonas Lindqvist","country":"US","subject":"return for order AA-56043","body":"hi bought the kettle wool gloves in the clearance sale order AA-56043 and it doesnt fit, want to send it back for a refund. thx jonas","gold":"Not returnable: the Kettle Wool Gloves on AA-56043 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-56043","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z982520626472","ordered":"2026-10-26","shipped":"2026-10-27","delivered":"2026-10-31","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, thanks for reaching out. Unfortunately, items purchased on clearance are final sale and cannot be returned for a refund or exchange. We're sorry 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 as requested.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-104","hc-103"]}]},"after":{"reply":"Hi Jonas,\n\nThank you for reaching out. We looked up order AA-56043, and unfortunately, the Kettle Wool Gloves are not eligible for a return or refund. As a final-sale clearance item, it cannot be returned unless it is damaged or defective (rule: RET-2 final-sale item, not defective).\n\nIf the item arrived damaged or developed a defect, please let us know so we can assist you under our damaged/defective 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 identified that the item is final sale and ineligible for return 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-56043"},"output":{"ok":true,"order":{"order_id":"AA-56043","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z982520626472","ordered":"2026-10-26","shipped":"2026-10-27","delivered":"2026-10-31","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":10,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-56043","reason":"change_of_mind"},"output":{"order_id":"AA-56043","item":"Kettle Wool Gloves","amount":42.0,"final_sale":true,"days_since_delivery":10,"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"]},{"step":"check","problems":[]}]}},{"id":"T-1070","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Theo Romano","country":"US","subject":"wrong adress order AA-57406","body":"hi just placed order AA-57406 and used my old adress by mistake!! need it chaged to maple street please hurry, theo","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-57406","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 Theo, 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-108","hc-117"]}]},"after":{"reply":"Thanks, Theo. I'm going to have a team member change the address before your order ships for order AA-57406. They'll see everything you've told me, so you won't need to repeat it.","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-57406"},"output":{"ok":true,"order":{"order_id":"AA-57406","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-1071","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"chat","name":"Mateo Nguyen","country":"US","subject":"","body":"Hey there, so I was looking around my settings because I'm trying to get my account updated. Basically I started a new job recently and I really want to switch the email on file here over to my new work address instead of the one currently listed so everything goes there from now on.","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Mateo! Congratulations on the new job. You can easily update your email address by going to Account > Profile > Email and entering your new work address. Once you submit it, we'll send a confirmation link to that new email 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-109","hc-110"]}]},"after":{"reply":"To update your email address, go to Account > Profile > Email, enter your new address, and confirm it through the link sent to your new email.","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 directs the customer on how to change their email 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-refund-timing","kb-address","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1072","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"chat","name":"Jake Meyer","country":"US","subject":"","body":"I went to checkout just now and the saved address section is showing a completely different person's name and street address. This is a huge privacy issue, why am I seeing someone else's information?","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"I'm so sorry for the concern this has caused. We take privacy very seriously, and I am escalating this directly to our support team right away so they can investigate and assist you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-113"]}]},"after":{"reply":"Thanks, Jake. 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.","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-1073","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Ivy Fischer","country":"US","subject":"Rain jacket water problem","body":"Hello, my rain jacket is not beading water anymore when outside. Can you tell how do I wash it properly or make it waterproof again? Thanks, Ivy","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Ivy,\n\nTo properly care for your waterproof jacket, hand wash it in cold water. Never tumble dry your jacket; instead, hang it to dry away from direct heat.\n\nAs for restoring the water-beading performance or reproofing your jacket, I'm passing your request to our support team so they can provide you with the best guidance on re-waterproofing.","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 the water repellency of your rain jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the 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 correctly and completely explains the re-waterproofing and care process in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing","kb-app"]},{"step":"check","problems":[]}]}},{"id":"T-1074","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Samuel Haddad","country":"US","subject":"Still waiting for update on order AA-85252","body":"I am writing again because I still have no idea if my order AA-85252 has shipped. I placed it 2 days ago and have not received any information. Where is it?\n\nSamuel","gold":"In transit with UPS, tracking 1Z217321884164, shipped 2026-11-09, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-85252","status":"in_transit","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z217321884164","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Samuel, thanks for reaching out. I'm handing this over to our support team so they can look into order AA-85252 and provide you with an update on its shipping status shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-110","hc-101"]}]},"after":{"reply":"Hello Samuel,\n\nYour order AA-85252 has shipped and is currently in transit. It was shipped on 2026-11-09 via UPS with tracking number 1Z217321884164. The most recent scan was on 2026-11-10. 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.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-85252"},"output":{"ok":true,"order":{"order_id":"AA-85252","status":"in_transit","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z217321884164","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-not-received","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1075","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Samuel Okafor","country":"US","subject":"Question about Ash Club","body":"Hello support, I am looking at the Ash Club on your website. How much it cost per month, and what do I get with this membership? Thank you, Samuel","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 answers the customer's questions about Ash Club cost and benefits 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. With the membership, you receive free express shipping (US only, 1-2 business days) and 10% off full-price items.\n\nYou can cancel any time in 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 bot accurately answers the customer's questions about the monthly cost 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-giftcards","kb-shipping","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1076","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Kofi Keller","country":"US","subject":"Gift card validity","body":"I received a gift card two years ago. Does it still work?\n\nKofi","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Kofi,\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 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 received two years ago would unfortunately no longer be valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-109","hc-124"]}]},"after":{"reply":"Hi Kofi,\n\nYes, your gift card still works! Our gift cards never expire. Please note that gift cards cannot be used to pay for Ash Club.","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 that gift cards never expire and accurately reflects policy including the Ash Club limitation.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1077","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Ivy Okafor","country":"US","subject":"","body":"Hi! I tried entering my password a bunch of times and now the site says my account is locked out. What should 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 Ivy, thanks for reaching out. I'm sorry to hear that your account is locked! Since our system doesn't have an automated unlock process covered in our help articles, I'm handing this conversation over to our support team so they can assist in unlocking your account. A team member will be with you 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 locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can try signing in again. If you need to reset your password, click 'Forgot password' on the sign-in page to receive a password reset link by 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":"","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"]},{"step":"check","problems":[]}]}},{"id":"T-1078","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Felix Reyes","country":"US","subject":"","body":"So I received my order AA-82100 about 23 days ago, which included the Basecamp Merino Tee. Anyway, the buckle on it ended up snapping, so I was really hoping I could get either a refund or a replacement sent out for it.","gold":"Defective within 90 days of delivery (2026-10-18): refund $48.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-82100","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z092626033595","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 buckle snapped on your Basecamp Merino Tee! Because our standard return policy covers unworn items and does not specifically address damaged or defective gear, I'm handing this conversation over to our support team so they can assist you with a replacement or refund for order AA-82100.","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 have issued a refund of 48.0 for your Basecamp Merino Tee under reference ID RF-49EBFF. Since the item is defective within 90 days, no return is needed. The refund has been issued to your original payment method, and your bank takes 5-10 business days to show it.","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 issued a full item refund for the defective item under 90 days with no return required, accurately citing policy and 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-82100"},"output":{"ok":true,"order":{"order_id":"AA-82100","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z092626033595","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-82100","reason":"defective"},"output":{"order_id":"AA-82100","item":"Basecamp Merino Tee","amount":48.0,"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-49EBFF","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-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1079","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Noah Meyer","country":"US","subject":"Address change order AA-62654","body":"Hello, I just placed order AA-62654 right now but by mistake I use my old address. Please can you change it to my new street address on Willow Creek Road? Thank you, Noah","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-62654","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 Noah, thanks for reaching out! 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, Noah. I'm going to have a team member change the address before your order ships for order AA-62654. They'll see everything you've told me, so you won't need to repeat it.","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-62654"},"output":{"ok":true,"order":{"order_id":"AA-62654","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-1080","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"chat","name":"Marco Patel","country":"US","subject":"","body":"Just placed order AA-70695 with an old address by mistake. Please change shipping address to Highland Avenue.","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-70695","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 Marco, 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, Marco. I'm going to have a team member change the address before your order ships for order AA-70695. They'll see everything you've told me, so you won't need to repeat it.","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-70695"},"output":{"ok":true,"order":{"order_id":"AA-70695","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-1081","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Marco Bennett","country":"EU","subject":"Delete my account and data","body":"Please close my account immediately. I also want all of my details completely removed from your marketing lists and internal systems.\n\nMarco","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Marco, thanks for reaching out. I've handed this over to our support team so they can process your account closure and data deletion request for you. Someone will be in touch shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-113","hc-118"]}]},"after":{"reply":"Thanks, Marco. 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.","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":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Theo Romano","country":"US","subject":"Free shipping minimum US (asking again)","body":"I am writing to ask again because I still don't have an answer. I'm a US customer and my cart is at $71. Is shipping free for this order, and if not, what is the minimum threshold to get free shipping?\n\nTheo","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Theo,\n\nYes, shipping is free for your order! We offer free standard shipping on all US orders over $50, so with your cart at $71, you qualify. \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 claims that shipping is free on US orders over $50, when the policy threshold is over $75.","quote":"We offer free standard shipping on all US orders over $50, so with your cart at $71, you qualify."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-107"]}]},"after":{"reply":"Hi Theo,\n\nUS standard shipping is free on orders over $75; otherwise, it is $6.95. Because your cart is currently at $71, it does not qualify for free shipping yet.\n\nTo reach the free shipping threshold, you would need to add items to your cart so the total exceeds $75.","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 accurately explains the US shipping threshold and costs in accordance with policy and directly answers 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"]},{"step":"check","problems":[]}]}},{"id":"T-1083","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Priya Reyes","country":"US","subject":"Password reset link expired","body":"Hello, I forgot my account password and tried to reset. But the reset link I got yesterday is already saying it is expired when I click it. Can you help me to get into my account?\n\nThank you,\nPriya","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\nOur password reset links are valid for 30 minutes. Since the link from yesterday has expired, you can request a new one by going to the sign-in page and clicking \"Forgot password.\" We'll email you a fresh link right away—just be sure to follow it within 30 minutes to reset your password.\n\nPlease let 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":"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 via 'Forgot password' on the sign-in page.","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 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 accurately explains that password reset links expire after 30 minutes 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-email","kb-privacy","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1084","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Priya Lindqvist","country":"US","subject":"Warranty on Larch Insulated Parka","body":"I am looking at buying the Larch Insulated Parka, but I can't find clear information anywhere. What warranty actually comes with this jacket before I go ahead and buy it?\n\nPriya","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Priya,\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 regarding warranty coverage in accordance with policy [HOW-3].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-120"]}]},"after":{"reply":"Hi Priya,\n\nOur products come with a 2-year warranty against manufacturing defects. \n\nUnder this warranty, defective items are refunded or replaced directly within 90 days of delivery. After 90 days, claims are passed 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 reply accurately states the 2-year warranty policy against manufacturing defects and provides complete information.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-care","kb-refund-timing","kb-email"]},{"step":"check","problems":[]}]}},{"id":"T-1085","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Elena Costa","country":"EU","subject":"VAT invoice needed for AA-76447","body":"Hello, I need a VAT invoice for my order AA-76447 please. It is needed for my company expenses report.\n\nBest regards,\nElena","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-76447","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"DHL","tracking":"JD107087595809","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena,\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-76447, 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 guides the customer to download the VAT invoice from the Orders section in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"Hello Elena,\n\nYou can download your VAT invoice directly from your account. Please go to Orders > select order AA-76447 > Download invoice.\n\nBest regards,\nCustomer Support","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 obtain the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-76447"},"output":{"ok":true,"order":{"order_id":"AA-76447","status":"delivered","country":"EU","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":48.0,"carrier":"DHL","tracking":"JD107087595809","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"]},{"step":"check","problems":[]}]}},{"id":"T-1086","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Jake Nguyen","country":"US","subject":"Return request - Summit 28L Daypack (AA-83603)","body":"Hi there, I recently ordered the Summit 28L Daypack from your clearance sale under order AA-83603. I was really hoping it would work out for day hikes, but when I tried it on loaded with gear, the torso length just doesn't fit my frame comfortably at all. How do I go about sending this back to get a full refund?\n\nThanks,\nJake","gold":"Not returnable: the Summit 28L Daypack on AA-83603 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-83603","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z645793731923","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jake,\n\nThanks for reaching out! Unfortunately, items purchased from our clearance sale are final sale and are not eligible for returns or refunds. We apologize 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 informs the customer that clearance items are final sale and ineligible for returns or refunds, matching policy RET-2 and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-104"]}]},"after":{"reply":"Hi Jake,\n\nThank you for reaching out. We looked up your order AA-83603 for the Summit 28L Daypack ($119.0). \n\nBecause this item was purchased from our clearance sale and is marked as final sale, it is not eligible for a return or refund unless it is damaged or defective. Per our policy, final-sale items cannot be returned due to fit or change of mind.\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 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-83603"},"output":{"ok":true,"order":{"order_id":"AA-83603","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":true}],"total":119.0,"carrier":"UPS","tracking":"1Z645793731923","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-83603","reason":"change_of_mind"},"output":{"order_id":"AA-83603","item":"Summit 28L Daypack","amount":119.0,"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-returns","kb-refund-timing","kb-tracking","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1087","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Tomas Tanaka","country":"US","subject":"Refund status for order AA-19752","body":"Hi Alder & Ash team, I sent back the Tarn Fleece from my order AA-19752 well over a week ago now. I dropped it off at the post office and have been checking my card statement every couple of days, but there is still absolutely no sign of the money going back into my account. Could you please check where my money is and when the refund will process?\n\nTomas","gold":"Return received 2026-11-06; refund of $89.00 issued 2026-11-07 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-19752","status":"returned","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z905373701392","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 Tomas,\n\nOnce we receive your return, please allow up to 14 days for your refund to be processed.\n\nSince you've already sent the item back and would like a specific status update on order AA-19752, I'm passing this over to our support team so they can look into your return and check on this for you.","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 Tomas,\n\nWe received your return on 2026-11-06, and your refund of $89.00 was issued to the original payment method on 2026-11-07.\n\nAfter a refund is issued, your bank takes 5-10 business days to show it on your account statement. Please keep an eye on your card statement during this window.\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 return was received on 2026-11-06 and the $89.00 refund was issued on 2026-11-07, and properly set expectations regarding the 5-10 business day banking timeframe.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-19752"},"output":{"ok":true,"order":{"order_id":"AA-19752","status":"returned","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z905373701392","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,"refund":{"amount_usd":89.0,"amount":"$89.00","issued":"2026-11-07","return_received":"2026-11-06","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-double-charge","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1088","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Aisha Ibrahim","country":"US","subject":"rain jacket not waterproof anymore","body":"hey rain jcaket isnt beading water anymore at all. how do i wash it / make it waterproof agian? thx aisha","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Aisha,\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\nOur care guide doesn't have specific instructions for reapplying waterproofing treatment, but we stand behind our gear with a lifetime guarantee. I'm handing your message over to our support team so they can help you get your jacket performing like new again!","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 water repellency to your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the 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 provides the re-waterproofing instructions per policy without any errors.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1089","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Felix Romano","country":"US","subject":"Address update for order AA-80982","body":"I've moved flats and need to update the delivery address on order AA-80982. Not sure if it has shipped yet.\n\nFelix","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 1Z688882684254.","order":{"order_id":"AA-80982","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z688882684254","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix,\n\nUnfortunately, we're unable to change the shipping address once an order has been placed. You can check the tracking link in your shipping confirmation email to see the current status of your order.","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 cannot be made once an order is placed (policy allows it while processing), fails to inform the customer that the order has already shipped, and omits the policy option to request a carrier redirect using the tracking number.","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":"Your order AA-80982 has already shipped on 2026-11-09 and is currently in transit. Because it has shipped, we are unable to change the delivery address directly. However, you can contact the carrier (UPS) to request that they redirect the package using your tracking number: 1Z688882684254.","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-80982"},"output":{"ok":true,"order":{"order_id":"AA-80982","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z688882684254","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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1090","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Elena Brooks","country":"US","subject":"Refund for order AA-29261","body":"Hi there! I am very angry about the refund situation for my Scree Trail Pants on order AA-29261. Please get me a human now.\n\nWarmly,\nElena","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-29261","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z504943098247","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I understand your frustration and apologize for the trouble with your refund for order AA-29261. I am connecting you with a member of our support team right away 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, Elena. 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.","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-1091","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Elena Walsh","country":"US","subject":"rain jacket waterproof","body":"hi my rain jacket isnt beading water anymore. how do i wash it / make it waterproof again? thanks elena","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Elena,\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 water-beading performance and reproofing your jacket, our provided care guide doesn't cover those specific steps, so I'm passing your request to our support team to help you with the best way 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 wash and re-waterproof your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat will reactivate the 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 provides the re-waterproofing and washing instructions per policy and resolves the customer's question directly.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1092","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Chloe Bennett","country":"US","subject":"return tarn fleece aa-21602","body":"hi need to return the tarn fleece from order AA-21602. unworn just never used it got it back in september thx chloe","gold":"Not eligible for a return: delivered 2026-09-28, 43 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-21602","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z472753257662","ordered":"2026-09-23","shipped":"2026-09-24","delivered":"2026-09-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, thanks for reaching out! Our return policy allows returns within 30 days of delivery for items that are unworn, unused, and have tags attached. I'm handing this over to our support team so they can check your order details for AA-21602 and assist you with your 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 Chloe,\n\nThank you for reaching out. Your order AA-21602 was delivered on 2026-09-28, which was 43 days ago. Because our policy requires items to be returned within 30 days of delivery, the Tarn Fleece is not eligible for a return.","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-21602"},"output":{"ok":true,"order":{"order_id":"AA-21602","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z472753257662","ordered":"2026-09-23","shipped":"2026-09-24","delivered":"2026-09-28","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":43,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-21602","reason":"change_of_mind"},"output":{"order_id":"AA-21602","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":43,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 43 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-tracking","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1093","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Hannah Walsh","country":"US","subject":"","body":"I already asked about this earlier. I 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 Hannah, I'm sorry to hear that your account has been locked. I don't have the tools to unlock accounts directly, so I'm handing this over to our support team right now. A team member will assist you shortly to get you back in!","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 then unlocks automatically. Once the 15 minutes have passed, you can click 'Forgot password' on the sign-in page to reset your password. 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 correctly explains the 15-minute lock duration, automatic unlock, and gives clear next steps 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-shipping","kb-not-received","kb-privacy"]},{"step":"check","problems":[]}]}},{"id":"T-1094","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Ethan Silva","country":"US","subject":"","body":"Hello, I am US customer and need jacket for trip this weekend. How fast express shipping is and how much 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, so I'm connecting you with our support team to help ensure your jacket arrives 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-107","hc-114"]}]},"after":{"reply":"Express shipping (US only) takes 1-2 business days and costs $18, or it is free for Ash Club members.","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 and cost in full accordance with the policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-app","kb-care"]},{"step":"check","problems":[]}]}},{"id":"T-1095","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Maya Silva","country":"US","subject":"Return request - AA-58919","body":"The Kettle Wool Gloves from order AA-58919 do not fit. I want to send them back for a refund.\n\nMaya","gold":"Not returnable: the Kettle Wool Gloves on AA-58919 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-58919","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z379783631323","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Maya, thanks for reaching out! I've handed your request over to our support team so they can generate and send you a prepaid return shipping label for order AA-58919. 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-103","hc-102"]}]},"after":{"reply":"Thank you for reaching out, Maya. The Kettle Wool Gloves from order AA-58919 are not eligible for a return or refund because they are marked final sale and are not 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 item is final sale and ineligible 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-58919"},"output":{"ok":true,"order":{"order_id":"AA-58919","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":true}],"total":48.95,"carrier":"UPS","tracking":"1Z379783631323","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-58919","reason":"change_of_mind"},"output":{"order_id":"AA-58919","item":"Kettle Wool Gloves","amount":42.0,"final_sale":true,"days_since_delivery":20,"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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1096","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Maya Okafor","country":"US","subject":"Order AA-44764 tracking status","body":"Hello Alder & Ash team,\n\nI placed order AA-44764 and it feels like it shipped ages ago. I've been checking the tracking link every day, but it hasn't moved at all in over a week now. It's just completely stuck in the exact same spot and I am getting really worried that the package is lost somewhere along the way. Could you please look into this?\n\nThank you,\nMaya","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-44764","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z629648659953","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-31","return_received":null,"refund_issued":null},"before":{"reply":"Hi Maya,\n\nI'm sorry to hear that your tracking hasn't updated in over a week. I've handed this over to our support team so they can look directly into your order (AA-44764) and check its status with the carrier. A team member will be in touch with you shortly to help!","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, Maya. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-44764. They'll see everything you've told me, so you won't need to repeat it.","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-44764"},"output":{"ok":true,"order":{"order_id":"AA-44764","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z629648659953","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-1097","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Liam Brooks","country":"EU","subject":"","body":"Hello! I am thinking to order a jacket. I live in Germany, Munich. How long time standard shipping take to arrive here?","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hi Liam! International orders, including those to Germany, usually arrive in 7-14 business days, depending on customs.","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 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 7-14 business days.","quote":"International orders, including those to Germany, usually arrive in 7-14 business days, depending 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 accurately provides the standard shipping timeframe for EU/Germany 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"]},{"step":"check","problems":[]}]}},{"id":"T-1098","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Samuel Brooks","country":"US","subject":"sizing ridgeline shell","body":"hi im between m and l for the ridgeline shell jacket. usually wear a fleece under it in winter, which size should i get?\n\nsamuel","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 Samuel,\n\nWe recommend sizing up to a Large! For shell jackets, sizing up when you are between sizes ensures you'll have a comfortable fit over extra layers like a fleece. \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 bot correctly advises sizing up to a Large for shell jackets to accommodate layering, directly adhering to the sizing policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-103","hc-120"]}]},"after":{"reply":"Hi Samuel,\n\nIf you are between sizes on a shell jacket, we recommend sizing up so it fits comfortably over layers like your fleece. In your case, size Large would be the best choice. You can also consult the size chart available directly on the 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":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers per policy and mentions checking the product page size chart.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-double-charge","kb-refund-timing","kb-care"]},{"step":"check","problems":[]}]}},{"id":"T-1099","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Noah Keller","country":"US","subject":"Android app crashing","body":"Hi there,\n\nI wanted to let you know that I've been having a major issue with your Android app. Ever since the last update, version 4.2.0, it crashes the very moment it opens up on my phone. I try tapping the icon on my home screen and it just immediately closes out before I can even see anything load. Hopefully your team can fix this soon.\n\nBest,\nNoah","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Noah,\n\nThanks for reaching out and letting us know about this issue with the Android app. I'm handing this over to our support team so they can look into the crash on version 4.2.0 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","hc-121","hc-124"]}]},"after":{"reply":"Hi Noah,\n\nWe apologize for the inconvenience. For the Android app 4.2.0 crash on launch, please update to version 4.2.1 from Google Play, 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 per policy BUG-2 and instructed the customer to update to version 4.2.1 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","kb-refund-timing","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1100","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Kofi Fischer","country":"US","subject":"Return request for order AA-92462","body":"Hi there,\n\nI would like to return the Switchback Rain Jacket from order AA-92462 for a refund. The colour looks a bit different in person than I expected. It has never been worn and all the tags are still attached. I got it about 3 weeks ago.\n\nThanks so much for your help,\nKofi","gold":"Eligible: delivered 2026-10-23 (18 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $139.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-92462","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z439566311821","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi, thanks for reaching out. Since your jacket 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've passed your request over to our support team so they can send you a prepaid return shipping label for order AA-92462.","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 Kofi,\n\nYour return for the Switchback Rain Jacket (order AA-92462) has been approved and started under return authorization RMA-241CF9. Because your order was delivered 18 days ago (within our 30-day window) and the item is unworn with tags attached, you are eligible for a full refund of $139.0.\n\nYour prepaid return label has been emailed to you (return labels are free in the US). If you ever need to access it online, you can also go to Orders > select order AA-92462 > Start a return.\n\nOnce your return arrives at our warehouse, your refund will be issued within 2 business days to your original payment method. Your bank then takes 5-10 business days to show it.\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 verifies return eligibility, references the generated return authorization, explains the return shipping label process and timing, and aligns fully with policy and the support lead resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-92462"},"output":{"ok":true,"order":{"order_id":"AA-92462","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z439566311821","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-92462","reason":"change_of_mind"},"output":{"order_id":"AA-92462","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":18,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-241CF9","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"]},{"step":"check","problems":[]}]}},{"id":"T-1101","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Oliver Patel","country":"US","subject":"Sizing question for Ridgeline Shell Jacket","body":"Hi there! I'm looking at buying the Ridgeline Shell Jacket, but I'm torn between a size M and L. During the winter months, I usually wear a fleece underneath it. Which size would you recommend? Thanks, Oliver","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 Oliver,\n\nWe recommend sizing up to a Large! If you find yourself between sizes on our shell jackets, choosing the larger size ensures you have plenty of room to fit layers like a fleece underneath. You can also check the size chart on the Ridgeline 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":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Oliver,\n\nWe recommend sizing up to a size L! Every product page has a size chart you can check, and if you are between sizes on a shell jacket, sizing up ensures it fits comfortably 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 applied policy HOW-1 by directing the customer to the size chart and recommending sizing up to a large to accommodate layers.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1102","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Kofi Ibrahim","country":"US","subject":"Android app crashing","body":"Your Android app crashes the moment it opens since the last update. I am on version 4.2.0.\n\nKofi","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Kofi,\n\nI'm sorry to hear that the Android app is crashing for you. We don't currently have a documented troubleshooting step for this specific issue, so I'm passing your details to our support team so they can look into this 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_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118"]}]},"after":{"reply":"Hi Kofi,\n\nAndroid app version 4.2.0 crashing on launch is a known issue that was resolved in a newer release. Please update your app to version 4.2.1 from Google Play to resolve the crashes.","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-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1103","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Anna Fischer","country":"US","subject":"","body":"Your sizing chart isn't helping at all. I am stuck between a Medium and a Large for the Ridgeline Shell Jacket and I layer a fleece under it in winter. Which size should I actually 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":"Hi Anna! If you are between sizes on a shell jacket, we recommend sizing up so it fits comfortably over your layers. A Large would be the best choice for layering with 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 a Large for shell jackets to fit over layers, matching policy and fully answering the question.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-115"]}]},"after":{"reply":"If you are between sizes on a shell jacket like the Ridgeline Shell Jacket, we recommend sizing up to a Large so that it fits comfortably 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":"","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"]},{"step":"check","problems":[]}]}},{"id":"T-1104","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Theo Novak","country":"US","subject":"","body":"The Android app crashes the moment it opens since the last update. 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 version 4.2.0! We don't currently have a documented troubleshooting fix for this issue in our help center, so I am 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"]}]},"after":{"reply":"To fix this issue, please update the app to version 4.2.1 from Google Play. This crash on launch affecting Android app 4.2.0 was fixed in that release.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1105","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Yuki Meyer","country":"EU","subject":"Status of order AA-16474","body":"Where is my order AA-16474? I placed this order 4 days ago and I have no idea if it has even shipped yet. This is really frustrating.\n\nYuki","gold":"In transit with DHL, tracking JD514696739531, shipped 2026-11-07, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-16474","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD514696739531","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 sent in your shipping confirmation email. If you haven't seen it 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 fails to provide the actual shipping status and tracking details available in the records, deflecting the customer back to their email instead.","quote":"You can track the status of your order using the link sent in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-101"]}]},"after":{"reply":"Hello Yuki,\n\nYour order AA-16474 has shipped and is currently in transit. It was shipped on 2026-11-07 via DHL with tracking number JD514696739531. The last tracking scan was on 2026-11-10.\n\nYou can use your tracking number JD514696739531 on the DHL website to view the latest updates on your delivery.","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 informs the customer that the order has shipped, provides accurate tracking details and dates, 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-16474"},"output":{"ok":true,"order":{"order_id":"AA-16474","status":"in_transit","country":"EU","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD514696739531","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"]},{"step":"check","problems":[]}]}},{"id":"T-1106","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Grace Ibrahim","country":"US","subject":"","body":"Hello, I need change delivery address for order AA-39294 because I moved flats. I do not know if it is shipped already or not.","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 1Z579838177154.","order":{"order_id":"AA-39294","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z579838177154","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace, 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 to assist you with your order.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Your order AA-39294 has already shipped (shipped on 2026-11-08 via UPS, tracking number 1Z579838177154). Because it has already shipped, we cannot change the address on our end. However, you can contact the carrier (UPS) directly to ask them to redirect the package using your tracking number 1Z579838177154.","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-39294"},"output":{"ok":true,"order":{"order_id":"AA-39294","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z579838177154","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"]},{"step":"check","problems":[]}]}},{"id":"T-1107","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Noah Lindqvist","country":"US","subject":"Ash Club membership cancellation question","body":"Hi Alder & Ash team, I would like to cancel my Ash Club membership. Could you also let me know whether I will get any money back for the rest of this month? Thanks so much, Noah","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Noah, thanks for reaching out! I've passed your request to our support team to help you cancel your Ash Club membership and answer your question regarding a refund for the rest 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":"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 benefits will continue to run to 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains how to cancel the membership, notes that there are no partial refunds, and clarifies that benefits remain active until the end of the billing 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"]},{"step":"check","problems":[]}]}},{"id":"T-1108","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Maya Meyer","country":"US","subject":"Question size Ridgeline Shell Jacket","body":"Hello, I am looking for Ridgeline Shell Jacket. But I am between size M and L. In winter time I am wearing fleece under the jacket. Which size I should get?\n\nMaya","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 Maya,\n\nWe recommend sizing up to a Large! If you're between sizes on a shell jacket, sizing up ensures it fits 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 sizing up to 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 Maya,\n\nIf you're between sizes on a shell jacket, we recommend sizing up so it fits comfortably over layers like your fleece. In your case, size L would be the best choice.\n\nYou can also find the detailed size chart directly on the Ridgeline Shell Jacket product page if you'd like to check 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":"The bot correctly advises sizing up to a size L for a shell jacket to fit over layers and references 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-refund-timing","kb-contact"]},{"step":"check","problems":[]}]}},{"id":"T-1109","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Omar Keller","country":"US","subject":"Strange issue on my order history page","body":"Hello, I logged into my account earlier to look at my past purchases, and when I opened up the order history page, I noticed something very bizarre. The page was showing completely different orders that definitely aren't mine, and they were listed under another person's name entirely. It looked like someone else's full account history was displaying on my screen instead of what I've bought. Just wanted to report this right away.\n\nOmar","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Omar, thank you for bringing this to our attention. Because this involves an account issue that requires technical investigation, I am escalating this directly to our support team so they can look into it right away. 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-119","hc-111","hc-112"]}]},"after":{"reply":"Thanks, Omar. 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.","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":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Ethan Fischer","country":"US","subject":"","body":"Hello. The promo code WELCOME10 is saying 'invalid' at checkout. I do have a clearance item in my cart, and I also tried a second code, but neither worked. I think the site might be 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 Ethan! Our website only allows one promo code per order, and promo codes cannot be applied to clearance items as they are final sale. If your cart contains clearance items or you are attempting to stack multiple codes, that is likely why the code is showing as invalid.","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":"Per our promo code policy, only one promo code can be used per order, and promo codes do not apply to final-sale items (including clearance items) and cannot be combined with other offers. If you are applying a promo code to clearance items or attempting to enter multiple codes, that is why it is showing as invalid. If you continue to experience a recurring checkout or payment error after adjusting your cart to eligible items, please share the exact error message so we can look into it 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":"none","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-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1111","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Mateo Fischer","country":"US","subject":"","body":"need to return kettle wool gloves from order AA-70927 got it in september never used it totally unworn","gold":"Not eligible for a return: delivered 2026-09-17, 54 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-70927","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z126364751559","ordered":"2026-09-12","shipped":"2026-09-13","delivered":"2026-09-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'd be happy to help with your return for order AA-70927! According to our return policy, items can be returned within 30 days of delivery if they are unworn, unused, and have tags attached. I'm transferring your request to our support team so they can assist you with the return label.","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":"Your Kettle Wool Gloves from order AA-70927 are not eligible for return. Returns must be initiated within 30 days of delivery; your order was delivered on 2026-09-17 (54 days ago), which is outside of the 30-day window.","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 reply correctly informs the customer that their item is past the 30-day return window and ineligible for return, matching 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-70927"},"output":{"ok":true,"order":{"order_id":"AA-70927","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z126364751559","ordered":"2026-09-12","shipped":"2026-09-13","delivered":"2026-09-17","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":54,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-70927","reason":"change_of_mind"},"output":{"order_id":"AA-70927","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":54,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 54 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-returns","kb-tracking","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1112","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Chloe Ibrahim","country":"US","subject":"Refund status for order AA-28118","body":"Hi there! I sent back the Tarn Fleece from order AA-28118 over a week ago, but I haven't seen the refund show up on my card yet. Could you check where the money is? Thanks so much, Chloe","gold":"Return received 2026-11-07; refund of $89.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-28118","status":"returned","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z527272442769","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 Chloe, thanks for reaching out! Once we receive your return, it can take up to 14 days for your refund to be processed. I've handed this over to our support team so they can check into order AA-28118 and give you an update on your specific refund status.","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 Chloe,\n\nWe received your return on 2026-11-07, and your refund of $89.00 was issued to the original payment method on 2026-11-08.\n\nIt typically takes your bank 5-10 business days to show the refund on your account. Please allow that time window for the funds to post to your card.\n\nThank you for your patience!","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":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-28118"},"output":{"ok":true,"order":{"order_id":"AA-28118","status":"returned","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z527272442769","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,"refund":{"amount_usd":89.0,"amount":"$89.00","issued":"2026-11-08","return_received":"2026-11-07","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-refund-timing","kb-damaged","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1113","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Oliver Tanaka","country":"US","subject":"Duplicate charge on order AA-54494","body":"Hello, I was looking over my bank records and noticed an issue with order AA-54494 from last week. It turns out I was charged twice for $38.95 each, and both of those charges are sitting right there on my statement now. I only placed the one order, so I'd appreciate it if you could look into this and get the extra charge refunded back to me. Thank you, Oliver","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-54494","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z602862425916","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver, thanks for reaching out. I'm handing this over to our support team so they can review the duplicate charge on order AA-54494 and process the refund for you. 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-117","hc-108","hc-110"]}]},"after":{"reply":"Hello Oliver,\n\nI looked into your order AA-54494 and confirmed that two charges of $38.95 posted on 2026-11-01. The duplicate charge has been refunded.\n\nRefund Details:\n- Refund ID: RF-27EA9E\n- Amount: $38.95\n- Timing: Your bank will take 5-10 business days to show it on your statement.\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 duplicate charge was successfully refunded in accordance with policy and true records, and clear details including bank processing timing were provided.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-54494"},"output":{"ok":true,"order":{"order_id":"AA-54494","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z602862425916","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-54494"},"output":{"ok":true,"orders":[{"order_id":"AA-54494","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-27EA9E","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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1114","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Elena Walsh","country":"US","subject":"Password reset link expired","body":"Hi Alder & Ash team, I forgot my account password and requested a reset link yesterday, but when I tried to use it today it says expired. Could you help me get a new one? Thanks, Elena","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Elena,\n\nOur password reset links are valid for 30 minutes. To get a new link, simply head to the sign-in page, click 'Forgot password', and follow the instructions sent to your email.\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 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-114"]}]},"after":{"reply":"Hi Elena,\n\nPassword reset links are valid for 30 minutes after they are requested. To get a new link, please go to the sign-in page and click 'Forgot password'. We will immediately email you a fresh reset link that you can use 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":"The bot correctly explains policy ACC-1 regarding password reset links and gives the customer the concrete next step 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-refund-timing","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1115","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Liam Bennett","country":"US","subject":"","body":"Where is order AA-54600? Ordered 4 days ago, no idea if it shipped.","gold":"In transit with UPS, tracking 1Z067654312152, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-54600","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z067654312152","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 your order using the link in your shipping confirmation email (be sure to check your spam folder if you haven't seen it yet). Since you're checking on the specific status of order AA-54600, I'm handing this over to our support team so they can look into your order directly.","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-54600 has shipped and is currently in transit. It was shipped on 2026-11-07 via UPS with tracking number 1Z067654312152 (last scan on 2026-11-10). Standard shipping to the US takes 3-5 business days.","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 delivery timeframe per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-54600"},"output":{"ok":true,"order":{"order_id":"AA-54600","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z067654312152","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-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1116","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 Fjell Softshell (AA-68893)","body":"I am writing to you again regarding order AA-68893. The Fjell Softshell ($159) arrived 8 days ago completely damaged with a torn hood seam. I still need my refund for this item. Rosa","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-68893","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z662873232272","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Rosa, I'm so sorry to hear about the damaged Fjell Softshell and that you're waiting on a resolution. Because damaged item claims and refunds require review by our team, I have handed your request over to our support team so they can assist you with your order (AA-68893) as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-103","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-68893. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-9AD73F.","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-68893"},"output":{"ok":true,"order":{"order_id":"AA-68893","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z662873232272","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-68893","reason":"defective"},"output":{"order_id":"AA-68893","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":8,"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-9AD73F","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1117","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Mia Bennett","country":"US","subject":"","body":"I am asking again to return the Tarn Fleece from order AA-68747. It was received in September, totally unworn, and I 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-68747","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z213570962120","ordered":"2026-09-25","shipped":"2026-09-26","delivered":"2026-09-30","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'd be happy to help with this! Since you're looking to process a return for your Tarn Fleece (order AA-68747), I am passing your request over to our support team so they can review your order details and assist you with the return.","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":"Your Tarn Fleece from order AA-68747 is not eligible for a return. It was delivered on 2026-09-30 (41 days ago), which is outside our 30-day return window from delivery.","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 based on the delivery date.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-68747"},"output":{"ok":true,"order":{"order_id":"AA-68747","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z213570962120","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-68747","reason":"change_of_mind"},"output":{"order_id":"AA-68747","item":"Tarn Fleece","amount":89.0,"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-giftcards","kb-returns","kb-not-received","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1118","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Clara Keller","country":"US","subject":"Request to update account email address","body":"Hello, I would like to update the email address linked to my Alder & Ash account to my new work email. Please let me know how we can proceed with this change. Best regards, Clara","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Clara,\n\nYou can easily update your email address by logging into your account and heading to Account > Profile > Email. Enter your new address there, and we'll send a confirmation link to that new email to complete the change.\n\nPlease let us know if you need any further assistance!\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 and completely explains the process to update the account email address according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-113"]}]},"after":{"reply":"To update your email address, go to Account > Profile > Email, enter your new email address, and then confirm it by clicking the link we send to that new address.","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 provides the exact instructions required by policy ACC-3 to update the 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-club"]},{"step":"check","problems":[]}]}},{"id":"T-1119","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Yuki Fischer","country":"EU","subject":"Account deletion and personal data removal","body":"Hello support, I am going through my online accounts and doing some cleaning up of my digital footprint. I would like to have my Alder & Ash account completely deleted, along with having all of my personal data erased from your systems entirely. Please let me know once the account is closed and all data has been permanently removed. Thank you, Yuki","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Yuki, thanks for reaching out. I'm passing your request to delete your account and erase your personal data over to our support team so they can assist you with this directly. 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","hc-103"]}]},"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.","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-1120","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Tomas Walsh","country":"US","subject":"","body":"Hello, I have problem with order AA-75152 from last week. I was charged twice $119.00 each and both are on statement now. I need extra one back please.","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-75152","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z438678039692","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Tomas, I apologize for the duplicate charge on your order AA-75152. I'm connecting you with our support team right now so they can look into your billing and process the refund for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-108","hc-102"]}]},"after":{"reply":"I have checked your account for order AA-75152 and confirmed that both charges of 119.0 posted. The duplicate charge has been refunded under refund ID RF-67E31E for the amount of 119.0. Your bank should show the refund in 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 confirmed the duplicate posted charges, processed the refund correctly under policy, 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-75152"},"output":{"ok":true,"order":{"order_id":"AA-75152","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z438678039692","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-75152"},"output":{"ok":true,"orders":[{"order_id":"AA-75152","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-67E31E","amount":119.0,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-damaged","kb-tracking","kb-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1121","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Jake Patel","country":"US","subject":"","body":"I'm asking again because I didn't get an answer earlier. My rain jacket isn't beading water anymore. How do 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":"I'm sorry for the delay in getting back to you! To wash your waterproof jacket, hand wash it in cold water, never tumble dry it, and hang it to dry away from direct heat. Since our guide doesn't cover how to restore the water beading specifically, I'm handing your conversation over to our support team so they can assist you further.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-103","hc-121"]}]},"after":{"reply":"To restore the water repellency of your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat from the dryer reactivates the 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 correctly and accurately provides the instructions to re-waterproof the jacket 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-refund-timing","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1122","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Leila Okafor","country":"US","subject":"Ridgeline Shell Jacket - Order AA-34628","body":"Hello,\n\nI purchased the Ridgeline Shell Jacket about 15 months ago under order AA-34628, and the main zip has failed. Could you please let me know if this is covered?\n\nThank you,\nLeila","gold":"Defect after 90 days (469 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-34628","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z965503968782","ordered":"2025-07-24","shipped":"2025-07-25","delivered":"2025-07-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Leila,\n\nI'm sorry to hear about the issue with your Ridgeline Shell Jacket zipper. Our provided articles don't cover warranty or repair policies, so I've forwarded your inquiry to our support team. A team member will look into your order details and follow up with you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-108"]}]},"after":{"reply":"Thanks, Leila. 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-34628. They'll see everything you've told me, so you won't need to repeat it.","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-34628"},"output":{"ok":true,"order":{"order_id":"AA-34628","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z965503968782","ordered":"2025-07-24","shipped":"2025-07-25","delivered":"2025-07-29","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":469,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-34628","reason":"defective"},"output":{"order_id":"AA-34628","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":469,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1123","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Maya Romano","country":"EU","subject":"Status of order AA-57638","body":"Hello,\n\nI placed order AA-57638 4 days ago, and I have no idea if it has shipped yet. Could you please let me know where my order is?\n\nBest regards,\nMaya","gold":"In transit with DHL, tracking JD701378827983, shipped 2026-11-07, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-57638","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"DHL","tracking":"JD701378827983","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Maya,\n\nYou can track the status of your order using the tracking link included in your shipping confirmation email. If you haven't seen it yet, please be sure to check your spam folder in case it landed there!","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 actual order status or tracking details from the customer's order records, instead giving a generic response to check email.","quote":"You can track the status of your order using the tracking link included in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-101"]}]},"after":{"reply":"Hello Maya,\n\nYour order AA-57638 has shipped and is currently in transit. It was shipped on 2026-11-07 via DHL with tracking number JD701378827983. The most recent tracking scan was on 2026-11-10.\n\nYou can track your parcel's progress using tracking number JD701378827983 directly on DHL's tracking page.\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 and is in transit, provided accurate tracking details and recent scan information, and gave the customer clear steps to track their shipment.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-57638"},"output":{"ok":true,"order":{"order_id":"AA-57638","status":"in_transit","country":"EU","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"DHL","tracking":"JD701378827983","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"]},{"step":"check","problems":[]}]}},{"id":"T-1124","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Emma Lindqvist","country":"US","subject":"Return inquiry for order AA-46195","body":"Hi there,\n\nI received the Summit 28L Daypack from order AA-46195 in October. It's unworn as I just never used it, and I would love to return it if possible.\n\nThanks,\nEmma","gold":"Not eligible for a return: delivered 2026-10-04, 37 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-46195","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z792941572759","ordered":"2026-09-29","shipped":"2026-09-30","delivered":"2026-10-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma,\n\nThanks for reaching out! Under our policy, items can be returned within 30 days of delivery if they are unworn, unused, and have tags attached. Since you received your daypack in October, I'm passing your request to our support team to check your delivery date and assist you with the next steps.","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 Emma,\n\nThank you for reaching out. Your order AA-46195 was delivered on 2026-10-04 (37 days ago). Because items must be returned within 30 days of delivery, the Summit 28L Daypack is past the 30-day window and is not eligible for return.\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 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 was delivered 37 days ago and is outside the 30-day return window, fully resolving the request 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-46195"},"output":{"ok":true,"order":{"order_id":"AA-46195","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z792941572759","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-46195","reason":"change_of_mind"},"output":{"order_id":"AA-46195","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":37,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 37 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-giftcards","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1125","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Oliver Nguyen","country":"US","subject":"Sizing advice for Ridgeline Shell Jacket","body":"Hello,\n\nI am trying to choose a size for the Ridgeline Shell Jacket and find myself between an M and an L. I plan to wear a fleece under it in winter. Which size would you recommend?\n\nBest,\nOliver","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 Oliver,\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 winter layers like a fleece.\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 accurately recommends sizing up to a Large for shell jackets to accommodate winter layers, 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 Oliver,\n\nWe recommend sizing up to a Large. For our shell jackets, if you are between sizes, sizing up ensures it fits comfortably over layers like a fleece. You can also consult the size chart on the Ridgeline Shell Jacket 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 Large for shell jackets to accommodate layers 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-care","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1126","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"chat","name":"Elena Okafor","country":"US","subject":"","body":"Hi, my bank app shows two charges of $289.00 for my order AA-37280. Could you please refund one of them?","gold":"One charge of $289.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-37280","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z200617671130","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena, I'm sorry to hear about the duplicate charge on your order AA-37280. I'm passing this to our support team so they can look into your account and get that extra charge refunded 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 your order AA-37280, and our records show one posted charge of $289.0 on 2026-11-09 and one pending authorization of $289.0 on 2026-11-09. Because the second charge is a pending authorization, it drops off within 3-5 business days and there is nothing 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 correctly identified that one charge posted and the other is a pending authorization that will drop off automatically in 3-5 business days, in full 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-37280"},"output":{"ok":true,"order":{"order_id":"AA-37280","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z200617671130","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-37280"},"output":{"ok":true,"orders":[{"order_id":"AA-37280","charges":[{"amount":289.0,"date":"2026-11-09","state":"posted"},{"amount":289.0,"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"]},{"step":"check","problems":[]}]}},{"id":"T-1127","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Tomas Bennett","country":"US","subject":"","body":"This is the second time I'm reaching out about order AA-37709. The tracking says it was delivered, but nothing has arrived, and 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-37709","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z084818071004","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":"I'm sorry to hear your package hasn't turned up! Since you've already checked with your neighbors, please also take a look around your property. If it still can't be found, you will need to 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-115"]}]},"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-37709. They'll see everything you've told me, so you won't need to repeat it.","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-37709"},"output":{"ok":true,"order":{"order_id":"AA-37709","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z084818071004","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-1128","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Mateo Fischer","country":"US","subject":"Cancel Ash Club membership","body":"I am writing to follow up again as I need my Ash Club membership canceled. Do I get my money back for the rest of this month?\n\nMateo","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 passing this over to our support team right now to cancel your Ash Club membership and address your question regarding a 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-103"]}]},"after":{"reply":"Hi Mateo,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership. \n\nRegarding your refund question, there are no partial refunds. However, your membership benefits will continue to run to 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains how to cancel the membership, clarifies that there are no partial refunds, and explains that benefits continue until the end of the paid month in line with 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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1129","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Mia Meyer","country":"US","subject":"Question about Ash Club and gift cards","body":"Hi Alder & Ash team,\n\nCan I pay for an Ash Club membership with a gift card? Also, do your gift cards expire?\n\nThanks so much,\nMia","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. \n\nRegarding whether you can use a gift card to pay for an Ash Club membership, I'm passing your question over to our support team so they can confirm this 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 Mia,\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 correctly answers both questions in full accordance with policy without inventing details or stating wrong facts.","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-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1130","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Rosa Ibrahim","country":"US","subject":"Caring for my rain jacket","body":"Hello,\n\nI've been wearing my rain jacket out quite a bit lately, but recently I noticed that water has stopped beading on the surface like it used to. I really want to take proper care of it and get it working properly again, so I was hoping you could tell me how to wash it and make it waterproof again.\n\nThanks,\nRosa","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Rosa,\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, our help center doesn't cover those specific instructions. I'm passing your request over to our support team so they can guide you on the best way to get it 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":"To restore the water repellency of your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the 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 care instructions matching 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-refund-timing","kb-giftcards"]},{"step":"check","problems":[]}]}},{"id":"T-1131","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Noah Tanaka","country":"US","subject":"Account locked","body":"I tried entering my password a bunch of times, and now the site is saying my account is locked. What now?\n\nNoah","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. Our help center doesn't currently have information on unlocking accounts directly, so I'm handing this over 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":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once that time has passed, you can sign in again. If you need to reset your password, click 'Forgot password' on the sign-in page, and we will email you a link that 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 reply accurately explains the 15-minute lockout policy and gives a concrete next step on how to proceed and 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"]},{"step":"check","problems":[]}]}},{"id":"T-1132","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Grace Hughes","country":"EU","subject":"VAT invoice request for order AA-45434","body":"Hello,\n\nCould you please send over a VAT invoice for order AA-45434? I need it to submit for my company expenses.\n\nThank you,\nGrace","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-45434","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"DHL","tracking":"JD203270592934","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Grace,\n\nYou can easily download a VAT invoice for your order directly from your account! Just go to Orders, select order AA-45434, 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 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-101"]}]},"after":{"reply":"Hello Grace,\n\nYou can download your VAT invoice directly from your account. Please go to Orders, select order AA-45434, 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 the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-45434"},"output":{"ok":true,"order":{"order_id":"AA-45434","status":"delivered","country":"EU","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"DHL","tracking":"JD203270592934","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"]},{"step":"check","problems":[]}]}},{"id":"T-1133","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"chat","name":"Theo Keller","country":"US","subject":"","body":"Hi there! I'd like to cancel my Ash Club membership, please. Do I get any 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":"Hi Theo, I can certainly connect you with our support team to help cancel your Ash Club membership and answer your question about any potential refunds for the rest 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-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. Regarding a refund, there are no partial refunds, but your benefits will continue to run to 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The reply accurately explains how to cancel the membership, notes that there are no partial refunds, and clarifies that benefits remain active 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-refund-timing","kb-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1134","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Mateo Costa","country":"US","subject":"Still no update on order AA-88117","body":"I am writing again about order AA-88117. It shipped ages ago and the tracking hasn't moved in over a week now. I am worried the package is completely lost.\n\nMateo","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-88117","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z572039592026","ordered":"2026-10-26","shipped":"2026-10-27","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mateo, thanks for reaching out. I'm sorry to hear your tracking hasn't updated in over a week. Since our help center doesn't cover stalled shipments or lost transit investigations, I'm passing this over to our support team so they can look into order AA-88117 for you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-110"]}]},"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-88117. They'll see everything you've told me, so you won't need to repeat it.","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-88117"},"output":{"ok":true,"order":{"order_id":"AA-88117","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z572039592026","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-1135","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"chat","name":"Mateo Bennett","country":"US","subject":"","body":"I need to change my account email to my new work address.","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Mateo! You can update your email address by going to Account > Profile > Email and entering your new work address. We'll send a confirmation link to that new address 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 accurately provided the instructions for changing the account email according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"To update your account email address, go to Account > Profile > Email and enter the new address, then confirm through the link we send to it.","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 provides accurate instructions in accordance with policy to change the account email.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1136","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Mia Novak","country":"US","subject":"Still locked out of my account","body":"I am writing to you again because I still cannot get into my account. I tried my password a bunch of times and the site locked me out. What now?\n\nMia","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 Mia, thanks for reaching out. Since your account is currently locked, I'm handing this over to our support team so they can help unlock it and get you back in 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-112","hc-109","hc-111"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can reset your password by clicking 'Forgot password' on the sign-in page. The link sent to your email 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":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-password","kb-privacy","kb-address","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1137","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"chat","name":"Kofi Tanaka","country":"US","subject":"","body":"Hey there, so I was out earlier and noticed my rain jacket simply isn't beading water anymore like it used to. It's soaking right through instead of repelling, which obviously isn't great. How do I properly 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 properly wash your jacket, hand wash it in cold water and hang it to dry away from direct heat—never tumble dry it. We don't have specific instructions in our guides for reproofing the water-repellent finish, but our gear is backed by our lifetime guarantee! I'm connecting you with our support team so they can help get your jacket repelling water properly again.","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, wash your jacket with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the 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 correctly and completely explains the re-waterproofing steps according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-giftcards","kb-email","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1138","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Liam Ibrahim","country":"US","subject":"","body":"I am asking again because I need an answer: I'm in the US and need a jacket in time 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 available for $15. However, our articles don't specify the exact delivery timeframe for express shipping, so I am handing your request over to our support team to assist you further and make sure you get your jacket in time.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-115","hc-107"]}]},"after":{"reply":"Express shipping within the US takes 1-2 business days and costs $18 (it is free for Ash Club members).","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 reply accurately provides the express shipping speed and cost 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-damaged","kb-club","kb-care"]},{"step":"check","problems":[]}]}},{"id":"T-1139","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Anna Meyer","country":"US","subject":"","body":"Hello. I was charged twice ($139.00 each) for order AA-19159 last week, and both charges are showing up on my statement now. Could you please refund the extra charge?","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-19159","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z768884320931","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Anna, I'm sorry to hear you were charged twice for your order. Because this requires looking into your billing details and issuing a refund, I am connecting you with our support team to get this resolved 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-108"]}]},"after":{"reply":"I have verified your account and confirmed that both charges of 139.0 posted for order AA-19159 on 2026-11-01. The duplicate charge has been refunded under refund ID RF-B024C0 in the amount of 139.0. Your bank should show 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":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-19159"},"output":{"ok":true,"order":{"order_id":"AA-19159","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z768884320931","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-19159"},"output":{"ok":true,"orders":[{"order_id":"AA-19159","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-B024C0","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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1140","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Lucas Patel","country":"US","subject":"Refund request - Order AA-89631","body":"Hi there,\n\nI received my package 6 days ago, which included the Ridgeline Shell Jacket ($229) from order AA-89631. I tried it on over a sweater, and unfortunately, it is just way too big on me. It hasn't been worn outside at all and remains in completely unworn condition, so I'd like to get a refund for it, please.\n\nThanks,\nLucas","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-89631","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z524172919545","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas,\n\nThanks for reaching out! Since your item is unworn and within the 60-day delivery window, you are eligible for a full refund. Once your return is received, please allow up to 14 days for the refund to be processed.\n\nI have passed your request along 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_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-109"]}]},"after":{"reply":"Thanks, Lucas. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-89631. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-BD7E54.","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-89631"},"output":{"ok":true,"order":{"order_id":"AA-89631","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z524172919545","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-89631","reason":"change_of_mind"},"output":{"order_id":"AA-89631","item":"Ridgeline Shell Jacket","amount":229.0,"final_sale":false,"days_since_delivery":6,"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-BD7E54","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1141","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Grace Costa","country":"US","subject":"Expired password reset link","body":"Hi there! I forgot my password and requested a reset link yesterday, but when I clicked it, it told me it had already expired. Could you please send me a new one? Thanks so much, Grace","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Grace! Password reset links are valid for 30 minutes. To get a new link, simply head to the sign-in page, click 'Forgot password', and follow the instructions sent to your email. Please 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 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-112","hc-108"]}]},"after":{"reply":"Hi Grace,\n\nPassword reset links are valid for 30 minutes after they are requested, which is why yesterday's link expired. \n\nTo receive a new link, please go to the sign-in page and click 'Forgot password'. A fresh reset link will be emailed to you right away. Be sure to click the new link within 30 minutes 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 reply correctly explains the 30-minute validity policy and instructs the customer to request a new link via the 'Forgot password' link 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","kb-double-charge","kb-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1142","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"chat","name":"Noah Brooks","country":"UK","subject":"","body":"Please close my account immediately and remove all of my details from your marketing lists and systems.","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Noah, I'll be happy to connect you with our support team to help process your account closure and data removal request right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-118"]}]},"after":{"reply":"Thanks, Noah. 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.","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-1143","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Samuel Haddad","country":"UK","subject":"","body":"Hello, I think to order jacket from you. I am living in UK, in Leeds. How long time does standard shipping take to arrive?","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hello Samuel! International orders to the UK typically arrive in 7 to 14 business days, depending on customs.","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-116"]}]},"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 accurately provided the standard shipping timeframe for the UK 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-vat","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1144","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Lena Larsen","country":"US","subject":"Warranty on Larch Insulated Parka","body":"I am looking at buying the Larch Insulated Parka, but I cannot seem to find clear information on the warranty. What kind of warranty does it actually come with? Lena","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Lena,\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 inquiry about the warranty in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-104"]}]},"after":{"reply":"Hi Lena,\n\nOur products come with a 2-year warranty against manufacturing defects. \n\nIf an item has a manufacturing defect within 90 days of delivery, it can be refunded or replaced directly. After 90 days, claims are 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 states the 2-year warranty policy against manufacturing defects and provides clear details in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1145","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Mia Larsen","country":"US","subject":"Refund request - Order AA-87169","body":"I received my order AA-87169 7 days ago and need a refund for the Cirque Down Vest ($169). It is far too big on me and completely unworn. Please process my refund. Mia","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-87169","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z085969257767","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia, thanks for reaching out. You're well within our 60-day return window, and we'd be happy to help you with your return for the Cirque Down Vest. I've handed this over to our support team so they can generate and send you a prepaid return shipping label. Once we receive the 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-108"]}]},"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-87169. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-25200A.","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-87169"},"output":{"ok":true,"order":{"order_id":"AA-87169","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z085969257767","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-87169","reason":"change_of_mind"},"output":{"order_id":"AA-87169","item":"Cirque Down Vest","amount":169.0,"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-25200A","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1146","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Noah Okafor","country":"US","subject":"","body":"Hi, I just moved flats recently and totally forgot that I had placed order AA-57026 with my old address. I really need to update the delivery address to my new place, but I honestly don't even know if it has shipped out yet or if it's still being processed. Can you help me change where it's going?","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 1Z727390768981.","order":{"order_id":"AA-57026","status":"in_transit","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z727390768981","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Noah, 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":"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 so they can request a carrier redirect per policy.","quote":"Hi Noah, 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":"Your order AA-57026 has already shipped (shipped on 2026-11-09) and is currently in transit with UPS. Once an order has shipped, we cannot change the delivery address. However, you can contact the carrier directly (UPS) to ask them to redirect the package using your tracking number: 1Z727390768981.","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 already shipped, explained that the address cannot be changed by the store, and provided the carrier redirect instructions with the tracking number in accordance with 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-57026"},"output":{"ok":true,"order":{"order_id":"AA-57026","status":"in_transit","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z727390768981","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-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1147","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Rosa Haddad","country":"US","subject":"","body":"Hey there! I tried guessing my password a bunch of times and now the website says my account is locked out. What should 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":"I'm sorry to hear you're locked out of your account! Our articles don't cover account lockouts, so I'm passing this over to our support team to help unlock it for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-113","hc-112"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once it unlocks, you can click 'Forgot password' on the sign-in page to reset it; the link we e-mail 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"]},{"step":"check","problems":[]}]}},{"id":"T-1148","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Ben Silva","country":"US","subject":"URGENT: Order AA-58928 dispute","body":"I am writing to you for the second time regarding order AA-58928. If this issue is not sorted out today, I will be filing a chargeback and dispute directly with my bank. Ben","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-58928","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z284031636178","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben,\n\nI'm so sorry for the frustration this has caused. I am escalating your message directly to our support team right away so an agent can review order AA-58928 and assist you with this issue as soon as possible.","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, Ben. 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.","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-1149","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Theo Ibrahim","country":"US","subject":"Question about Ash Club and gift cards","body":"Hi team! I was wondering if I can pay for my Ash Club membership using a gift card? Also, do your gift cards ever expire? Thanks for your help! Best, Theo","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Theo,\n\nOur gift cards expire 12 months after the purchase date. \n\nRegarding using a gift card to pay for your Ash Club membership, I don't have that specific information available, so I've forwarded your inquiry to our support team to get that answered 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-123","hc-114","hc-115"]}]},"after":{"reply":"Hi Theo,\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 correctly answers both questions directly in 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","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1150","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Felix Patel","country":"CA","subject":"Shipping time to Toronto","body":"I'm thinking of ordering a jacket from your site, but I live in Canada (Toronto). Exactly how long is your standard shipping supposed to take? Felix","gold":"Standard shipping to Canada: 5-8 business days.","order":null,"before":{"reply":"Hi Felix, thanks for reaching out! International orders to Canada typically arrive in 7-14 business days, depending on customs processing. 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, but the bot states 7-14 business days.","quote":"International orders to Canada typically arrive in 7-14 business days, depending on customs processing."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-110"]}]},"after":{"reply":"Standard shipping to Canada takes 5-8 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 accurately provides the shipping timeframe to Canada per 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"]},{"step":"check","problems":[]}]}},{"id":"T-1151","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Noah Patel","country":"UK","subject":"Account deletion request","body":"Hi there,\n\nI hope you're having a good week! Could you please delete my account and erase all of my personal data from your systems?\n\nThanks so much,\nNoah","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Noah, thanks for reaching out. I've handed this request over to our support team so they can assist you with deleting your account and removing your personal data. Someone 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-115"]}]},"after":{"reply":"Thanks, Noah. 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.","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-1152","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Lena Bennett","country":"US","subject":"","body":"Seam is coming apart on the Talus Hiking Socks 3-pack from order AA-38797 received 35 days ago. Need a refund or replacement.","gold":"Defective within 90 days of delivery (2026-10-06): refund $32.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-38797","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z307512969717","ordered":"2026-10-01","shipped":"2026-10-02","delivered":"2026-10-06","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! Since our standard policy requires items to be unworn for returns, I am handing your request over to our support team so they can assist you with a replacement or refund for order AA-38797 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":"Since your Talus Hiking Socks 3-pack developed a defect within 90 days of delivery, you are eligible for a refund with no return needed. A refund of $32.00 has been issued to your original payment method under refund ID RF-BC31D0. You do not need to send the socks back. Your bank will show the refund in 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 reply correctly handles the defective item under policy, issues the full item refund without requiring a return, and provides accurate timing details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-38797"},"output":{"ok":true,"order":{"order_id":"AA-38797","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z307512969717","ordered":"2026-10-01","shipped":"2026-10-02","delivered":"2026-10-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":35,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-38797","reason":"defective"},"output":{"order_id":"AA-38797","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":35,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-BC31D0","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-damaged","kb-tracking","kb-not-received","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1153","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Noah Romano","country":"US","subject":"ash club charge question","body":"hi saw an $8 ash club charge on my card but i thought the membership was $6? which is right let me know thx\n\nnoah","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Noah,\n\nThe current price for the Ash Club membership is $8 per month. Please let us know if you have any other questions!\n\nBest,\nAlder & Ash Support","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 confirms that the Ash Club membership fee is $8 per month according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-121"]}]},"after":{"reply":"Hi Noah,\n\nAsh Club costs $8 per month, so the $8 charge you see is the correct price. The membership includes free express shipping and 10% off full-price items.\n\nIf you ever wish 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.\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 correctly answers the pricing inquiry according to policy and provides relevant details without making any false claims.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1154","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Leila Kowalski","country":"US","subject":"Express shipping inquiry","body":"I'm in the US and need a jacket for a trip this weekend. How fast and how much is express shipping?\n\nLeila","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Leila,\n\nExpress shipping in the US is $15 (or free if you're an Ash Club member). \n\nWhile our standard US orders arrive in 3-5 business days, our articles don't specify the exact transit time for express shipping. I'm handing this 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":"For US orders, express shipping takes 1-2 business days and costs $18 (or is free for Ash Club members).","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 cost and delivery timeframe for US express shipping 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-care"]},{"step":"check","problems":[]}]}},{"id":"T-1155","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Zoe Novak","country":"US","subject":"URGENT: Order AA-65645 resolution needed today","body":"Hello, I am writing to let you know that I am completely at the end of my rope regarding order AA-65645. I really do not want to take extreme measures, but if this issue is not sorted out today, I will be filing a chargeback and dispute directly with my bank. Please get back to me immediately.\n\nZoe","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-65645","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z005243000213","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe, I am so sorry to hear about the frustration you've experienced with order AA-65645. I am escalating your message directly to our support team right now so someone can look into your order and assist you as quickly as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-103","hc-110"]}]},"after":{"reply":"Thanks, Zoe. 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.","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-1156","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Ivy Reyes","country":"US","subject":"","body":"Hi! I received the Cirque Down Vest ($169) from order AA-80854 about 18 days ago, but it's too big on me. It's completely unworn, so could I please get a refund for it?","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-80854","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z865054427720","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Yes, you can! Unworn items can be returned within 60 days of delivery for a full refund, and once received, refunds are processed within 14 days. Since our team needs to issue your return label, I'm handing this conversation over to a support team member to assist you with order AA-80854.","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, Ivy. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-80854. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-C8DE79.","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-80854"},"output":{"ok":true,"order":{"order_id":"AA-80854","status":"delivered","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z865054427720","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-80854","reason":"change_of_mind"},"output":{"order_id":"AA-80854","item":"Cirque Down Vest","amount":169.0,"final_sale":false,"days_since_delivery":18,"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-C8DE79","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1157","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Emma Tanaka","country":"US","subject":"Return request for Larch Insulated Parka (Order AA-47716)","body":"Hi Alder & Ash team,\n\nI received my order AA-47716 6 days ago, but unfortunately the Larch Insulated Parka ($289) is too big for me. It is completely unworn, and I would love to return it for a refund. Could you help me with the next steps?\n\nBest,\nEmma","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-47716","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z449619348653","ordered":"2026-10-30","shipped":"2026-10-31","delivered":"2026-11-04","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma,\n\nThanks for reaching out! Since your Larch Insulated Parka is unworn and within our return window, you're eligible for a full refund back to your original payment method. \n\nI have handed your request over to our support team so they can generate and send you a prepaid return shipping label. A team member will be in touch shortly with your label and instructions!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-103","hc-102"]}]},"after":{"reply":"Thanks, Emma. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-47716. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-EF2D56.","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-47716"},"output":{"ok":true,"order":{"order_id":"AA-47716","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z449619348653","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-47716","reason":"change_of_mind"},"output":{"order_id":"AA-47716","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":6,"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-EF2D56","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1158","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Marco Haddad","country":"UK","subject":"","body":"where is my order AA-59249 ordered it 3 days ago have no idea if it shiped yet??","gold":"In transit with Royal Mail, tracking RM620661524693, shipped 2026-11-08, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-59249","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Royal Mail","tracking":"RM620661524693","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco! You can track your order status using the link provided in your shipping confirmation email. If you haven't seen it yet, be sure to check your spam folder. For context, US orders typically arrive within 3–5 business days, while international orders take 7–14 business days. If you still can't find your shipping email or need more details, let us know and we'll be happy to connect you with our support team!","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 provides incorrect international shipping timeframes that contradict company policy (which specifies 4-7 business days for the UK, not 7-14 business days).","quote":"For context, US orders typically arrive within 3–5 business days, while international orders 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-59249 has shipped! It was shipped on 2026-11-08 and is currently in_transit with Royal Mail under tracking number RM620661524693. Standard shipping to the UK typically takes 4-7 business days.","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, carrier, shipped date, and accurate UK shipping timeline.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-59249"},"output":{"ok":true,"order":{"order_id":"AA-59249","status":"in_transit","country":"UK","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"Royal Mail","tracking":"RM620661524693","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-shipping","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1159","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Hannah Fischer","country":"US","subject":"","body":"My card was charged $139.00 today but I never received a confirmation email, so I have no idea what my order number is. Did the order actually go through or what? My email is hannah.fischer67@mail.example.","gold":"Yes: order AA-83195 (Switchback Rain Jacket) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-83195","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 Hannah, thanks for reaching out. I'm sorry you haven't received your confirmation email yet! Because checking your order and billing status requires looking into your account directly, I'm passing this to our support team so they can confirm your order details and get back to you shortly.","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":"Yes, your order went through! Your order number is AA-83195, placed on 2026-11-10 for the Switchback Rain Jacket ($139.0). It is currently processing.","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 number matching records, and resolves the customer's inquiry.","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-83195","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-double-charge","kb-not-received","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1160","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Chloe Fischer","country":"US","subject":"","body":"Hello. I am look at the Ridgeline Shell Jacket and I am between size M and L. In winter time I wear a fleece under it. Which size is better for me?","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 Chloe! Since you are between sizes and plan to wear layers like a fleece underneath, we recommend sizing up to a Large (L) so it fits comfortably.","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-115"]}]},"after":{"reply":"For our shell jackets, we recommend sizing up if you are between sizes so that it fits comfortably over layers like a fleece. Therefore, size L would be the better choice for you. You can also view the size chart on the product page for detailed 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 bot accurately references policy HOW-1 regarding sizing up for shell jackets when between sizes and layers are involved, directly answering the customer's question.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-contact","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1161","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Ben Silva","country":"US","subject":"Return for order AA-62457","body":"I want to return the Kettle Wool Gloves from order AA-62457. They are completely unworn, I just never ended up using them after receiving them in September. Please let me know how to send them back.\n\nBen","gold":"Not eligible for a return: delivered 2026-09-14, 57 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-62457","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z054896294536","ordered":"2026-09-09","shipped":"2026-09-10","delivered":"2026-09-14","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben, thanks for reaching out. Under our return policy, items can be returned within 30 days of delivery if unworn, unused, and with tags attached. I have handed your request over to our support team so they can verify your order details for order AA-62457 and assist you with a return label. 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-102","hc-108"]}]},"after":{"reply":"Hello Ben,\n\nThank you for reaching out. Your order AA-62457 was delivered on 2026-09-14 (57 days ago). According to our return policy, items must be returned within 30 days of delivery. Because it has been 57 days since delivery, your Kettle Wool Gloves are not eligible for a return.","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-62457"},"output":{"ok":true,"order":{"order_id":"AA-62457","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z054896294536","ordered":"2026-09-09","shipped":"2026-09-10","delivered":"2026-09-14","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":57,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-62457","reason":"change_of_mind"},"output":{"order_id":"AA-62457","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":57,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 57 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-privacy","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1162","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Hannah Romano","country":"US","subject":"Missing delivery for order AA-20125","body":"Hello,\n\nThe tracking information for my order AA-20125 shows that it has been delivered, but nothing has arrived. I have already checked with my neighbours and no one has it. Could you please help me look into this?\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-20125","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z759628172566","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,\n\nI'm sorry to hear that your package hasn't arrived even though tracking shows it as delivered. I've handed this over to our support team so they can investigate what happened with your order AA-20125 and help make this right. Someone will follow up 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, Hannah. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-20125. They'll see everything you've told me, so you won't need to repeat it.","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-20125"},"output":{"ok":true,"order":{"order_id":"AA-20125","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z759628172566","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-1163","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"chat","name":"Tomas Brooks","country":"US","subject":"","body":"I'm reaching out again because my payment keeps failing with error PAY-17. I've tried three different cards now and it still won't go through, and I really need to complete this purchase today.","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 information on this specific payment error in our help center, so I'm connecting you with our support team to help get this resolved for you right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-102","hc-109"]}]},"after":{"reply":"Thanks, Tomas. 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.","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-1164","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Lucas Silva","country":"EU","subject":"","body":"Hi there, I placed order AA-31876 recently and I'm currently sorting out my company expenses and paperwork, so I really need an official VAT invoice sent over for it so accounting can process everything properly.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-31876","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD234559681381","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lucas! If you are a UK or EU customer, you can download your official VAT invoice directly from your account by going to Orders, selecting order AA-31876, and clicking '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":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-110","hc-108"]}]},"after":{"reply":"You can download your official VAT invoice directly from your account. Go to Orders > select order AA-31876 > 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 BIL-5.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-31876"},"output":{"ok":true,"order":{"order_id":"AA-31876","status":"delivered","country":"EU","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD234559681381","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"]},{"step":"check","problems":[]}]}},{"id":"T-1165","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Elena Reyes","country":"US","subject":"Warranty question: Larch Insulated Parka","body":"I am looking at buying the Larch Insulated Parka, but I can't find clear details on the warranty. Exactly what warranty does it come with before I decide to purchase?\n\nElena","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Elena,\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 accurately states the 2-year warranty against manufacturing defects in accordance with policy [HOW-3] and fully answers the customer's question.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-123","hc-108"]}]},"after":{"reply":"Hi Elena,\n\nOur products come with a 2-year warranty against manufacturing defects. If an item is defective within 90 days of delivery, it can be refunded or replaced directly; after that 90-day window, claims are 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":"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-refund-timing","kb-app"]},{"step":"check","problems":[]}]}},{"id":"T-1166","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Mia Nguyen","country":"US","subject":"Promo code issue at checkout","body":"Hello,\n\nI am trying to check out with the promo code FALLFRIENDS, but it keeps saying 'invalid'. I do have a clearance item in my cart, and I also tried entering a second code, but nothing seems to work. I'm wondering if there might be an issue with the site?\n\nBest regards,\nMia","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 Mia,\n\nThanks for reaching out! Promo codes cannot be combined with other offers, and only one code can be used per order. Additionally, clearance items are considered final sale, and promo codes do not apply to final-sale 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes, single code limits, and clearance items without any errors.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hello Mia,\n\nOur policy allows only one promo code per order, and promo codes cannot be combined with other offers or applied to final-sale items. If the clearance item in your cart is marked as final sale, or if you are attempting to apply more than one code at checkout, the code will not work.\n\nPlease try applying only a single promo code to eligible, non-final-sale items to complete your 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 promo code policy regarding single codes and clearance/final-sale exclusions and provides concrete next steps to complete checkout.","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-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1167","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"chat","name":"Daniel Brooks","country":"US","subject":"","body":"Hey, I'm checking in on order AA-36534 because it shipped ages ago and the tracking status hasn't moved at all in over a week now. I keep refreshing the page every day hoping for an update, but nothing changes and I'm honestly really worried the package might be lost out there.","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-36534","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z874246273793","ordered":"2026-10-26","shipped":"2026-10-27","delivered":null,"last_scan":"2026-11-01","return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear that your tracking hasn't updated for over a week! Because our standard tracking info doesn't address stalled shipments, I'm passing this over to our support team so they can investigate order AA-36534 with the carrier and help you out.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-109","hc-108"]}]},"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-36534. They'll see everything you've told me, so you won't need to repeat it.","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-36534"},"output":{"ok":true,"order":{"order_id":"AA-36534","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z874246273793","ordered":"2026-10-26","shipped":"2026-10-27","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-1168","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Chloe Keller","country":"US","subject":"Cancelling Ash Club membership - following up","body":"I am writing to you again because I want to cancel my Ash Club membership. Can you please confirm the cancellation and let me know if I get my money back for the rest of this month?\n\nChloe","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Chloe, thanks for reaching out. I've handed your request over to our support team so they can process your Ash Club cancellation and assist you with your refund inquiry regarding 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-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. Your benefits will continue to run to the end of the month you paid for, but there are no partial refunds.","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 self-service steps to cancel the membership and correctly explained that benefits continue through the end of the paid billing month without 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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1169","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Maya Haddad","country":"US","subject":"Account locked","body":"Hello,\n\nI tried entering my password a bunch of times, and now the website says my account is locked. What should I do now to regain access?\n\nThanks,\nMaya","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 Maya,\n\nI'm sorry to hear that your account has been locked. I am handing this over to our support team so an agent can help unlock your account and get you back in 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":"Hi Maya,\n\nAfter 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. \n\nOnce the 15 minutes have passed, you can regain access by clicking 'Forgot password' on the sign-in page. We will e-mail you a 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 reply accurately explains the 15-minute automatic unlock policy and gives the concrete next step to use 'Forgot password' to reset access.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1170","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Mateo Tanaka","country":"US","subject":"","body":"Hello, I received my order AA-42036 17 days ago and I would like to get a refund for the Fjell Softshell ($159). I simply changed my mind about keeping it, so it's completely unworn and has just been sitting here.","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-42036","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z029725509901","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"You can definitely return your unworn Fjell Softshell! We accept returns within 60 days of delivery for a full refund. To start your return and receive a prepaid shipping label, please email help@alderash.example with your order number (AA-42036). Once we receive your return, please allow up to 14 days for your refund to be processed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"60 days","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-103","hc-101","hc-109"]}]},"after":{"reply":"Thanks, Mateo. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-42036. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-4AC7F6.","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-42036"},"output":{"ok":true,"order":{"order_id":"AA-42036","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z029725509901","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-42036","reason":"change_of_mind"},"output":{"order_id":"AA-42036","item":"Fjell Softshell","amount":159.0,"final_sale":false,"days_since_delivery":17,"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-4AC7F6","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1171","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Emma Tanaka","country":"US","subject":"Return for order AA-42430","body":"The Talus Hiking Socks 3-pack from order AA-42430 don't fit at all. I need to send them back for a full refund.","gold":"Not returnable: the Talus Hiking Socks 3-pack on AA-42430 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-42430","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z423044813399","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"You can return any unworn item within 60 days of delivery for a full refund, and once received, refunds are processed within 14 days. I've handed this over to our support team so a team member can send you a return label for order AA-42430.","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":"I checked your order AA-42430 for the Talus Hiking Socks 3-pack ($32.00). Because this item is marked as final sale and is not damaged or defective, it is not eligible for 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":"","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-42430"},"output":{"ok":true,"order":{"order_id":"AA-42430","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z423044813399","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-42430","reason":"change_of_mind"},"output":{"order_id":"AA-42430","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":true,"days_since_delivery":16,"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-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1172","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Rosa Ibrahim","country":"US","subject":"Cancel Ash club","body":"Hello, I want to cancel my Ash Club membership please. Also I ask if I get money back for the rest days of this month? Thank you, Rosa","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. I'm passing your request to our support team so they can process your Ash Club cancellation and provide details 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-103"]}]},"after":{"reply":"Hello Rosa,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership.\n\nRegarding your question about a refund: there are no partial refunds for the remaining days of the month. Your benefits will continue to run 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains how to cancel the membership, clarifies that there are no partial refunds, and outlines the continuation of benefits through the end of the billing period per 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"]},{"step":"check","problems":[]}]}},{"id":"T-1173","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Lucas Lindqvist","country":"US","subject":"Damaged beanie AA-67529","body":"Cairn Beanie from AA-67529 arrived with a tear in the fabric 25 days ago. Need a replacement or refund.","gold":"Defective within 90 days of delivery (2026-10-16): refund $28.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-67529","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z463182987360","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm sorry to hear that your Cairn Beanie arrived damaged! While damaged items typically need to be reported within 7 days of delivery, I've handed this over to our support team so they can review your order (AA-67529) and help you with next steps.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-103","hc-101"]}]},"after":{"reply":"I have processed a refund for your damaged Cairn Beanie under order AA-67529. Because the item arrived damaged within 90 days of delivery, you do not need to send it back. A refund of 28.0 has been issued to your original payment method (Refund ID: RF-89EE1C). Your bank then takes 5-10 business days to show it.","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 issued a refund for the damaged item within 90 days without requiring a return, adhering to policy and matching the records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-67529"},"output":{"ok":true,"order":{"order_id":"AA-67529","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z463182987360","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-67529","reason":"defective"},"output":{"order_id":"AA-67529","item":"Cairn Beanie","amount":28.0,"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-89EE1C","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"]},{"step":"check","problems":[]}]}},{"id":"T-1174","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Ivy Novak","country":"US","subject":"Gift card question","body":"Hello, is possible to pay for Ash Club with gift card? And also do the gift cards expire?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Ivy! Alder & Ash gift cards expire 12 months after purchase. Regarding whether you can use a gift card to pay for an Ash Club membership, our articles don't have that information, so I'm connecting you with our support team to help you with that!","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":"Gift cards cannot be used to pay for Ash Club, and they never expire.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1175","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Jonas Costa","country":"US","subject":"wrong adress on aa-47449","body":"just placed order AA-47449 but put my old adress by accident!! can u pls change it to highland avenue quickly jonas","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-47449","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 Jonas, thanks for reaching out. Unfortunately, we are unable to change the shipping address once an order has been placed. We apologize for the inconvenience.","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-125","hc-121"]}]},"after":{"reply":"Thanks, Jonas. I'm going to have a team member change the address before your order ships for order AA-47449. They'll see everything you've told me, so you won't need to repeat it.","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-47449"},"output":{"ok":true,"order":{"order_id":"AA-47449","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-1176","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Priya Hughes","country":"EU","subject":"","body":"hi need a vat invoice for order AA-84483 for company expnses pls","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-84483","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"DHL","tracking":"JD761952867671","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, you can download your VAT invoice directly from your account! Just go to Orders, select order AA-84483, 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":"retrieve","kb":"v1","articles":["hc-116","hc-108","hc-110"]}]},"after":{"reply":"You can download your VAT invoice for order AA-84483 by going to Orders > select the order > 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-84483"},"output":{"ok":true,"order":{"order_id":"AA-84483","status":"delivered","country":"EU","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":32.0,"carrier":"DHL","tracking":"JD761952867671","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"]},{"step":"check","problems":[]}]}},{"id":"T-1177","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Noah Reyes","country":"US","subject":"Return gloves AA-89476","body":"Hello, I want return the Kettle Wool Gloves from order AA-89476. I received it in September, it is unworn and I just never used it.","gold":"Not eligible for a return: delivered 2026-09-21, 50 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-89476","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z744780873486","ordered":"2026-09-16","shipped":"2026-09-17","delivered":"2026-09-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Thanks for reaching out, Noah! I'd be happy to connect you with our support team to help you with your return for order AA-89476. 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-101","hc-102","hc-103"]}]},"after":{"reply":"Thank you for reaching out, Noah. The Kettle Wool Gloves from order AA-89476 are not eligible for a return. Items can only be returned within 30 days of delivery; your order was delivered on 2026-09-21, which is 50 days ago and outside the 30-day window.","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 in accordance with policy RET-1, citing the delivery date and the expired 30-day window.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-89476"},"output":{"ok":true,"order":{"order_id":"AA-89476","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z744780873486","ordered":"2026-09-16","shipped":"2026-09-17","delivered":"2026-09-21","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":50,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-89476","reason":"change_of_mind"},"output":{"order_id":"AA-89476","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":50,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 50 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-tracking","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1178","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Tomas Romano","country":"US","subject":"Zip issue on Larch Insulated Parka","body":"Hello. I purchased the Larch Insulated Parka on order AA-43550 about 5 months ago, and the main zip has failed. Could you let me know if this is covered?","gold":"Defect after 90 days (174 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-43550","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z546646751308","ordered":"2026-05-15","shipped":"2026-05-16","delivered":"2026-05-20","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, I'm sorry to hear that the zipper on your Larch Insulated Parka failed! I don't have information on warranty or repair coverage in our help center, so I'm connecting you with a member of our support team to look into your order and assist you with this.","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, Tomas. 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-43550. They'll see everything you've told me, so you won't need to repeat it.","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-43550"},"output":{"ok":true,"order":{"order_id":"AA-43550","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z546646751308","ordered":"2026-05-15","shipped":"2026-05-16","delivered":"2026-05-20","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":174,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-43550","reason":"defective"},"output":{"order_id":"AA-43550","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":174,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1179","split":"dev","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Zoe Bennett","country":"US","subject":"Order AA-16401 not delivered","body":"Hi there, I'm checking on order AA-16401 because the tracking status says it was delivered, but there is nothing here. I already walked over and checked with my neighbours to see if someone grabbed it for me, but nobody has seen it.","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-16401","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z054425556350","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, thanks for checking with your neighbors. We also recommend checking thoroughly around your property (such as back porches or side doors). If your 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-109","hc-108","hc-123"]}]},"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-16401. They'll see everything you've told me, so you won't need to repeat it.","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-16401"},"output":{"ok":true,"order":{"order_id":"AA-16401","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z054425556350","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-1180","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"chat","name":"Priya Meyer","country":"US","subject":"Shipping minimum","body":"I'm asking again, is shipping free or not? I'm in the US and my cart is at $68, what is the actual minimum for free shipping?","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Priya, standard shipping is free for US orders over $50! Since your cart is at $68, your order qualifies for free standard 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 stated that US standard shipping is free on orders over $50 instead of $75, and misstated the express shipping cost.","quote":"Hi Priya, standard shipping is free for US orders over $50!"},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-114"]}]},"after":{"reply":"In the US, standard shipping is free on orders over $75. For orders of $75 or less (such as your current cart of $68), standard shipping is $6.95. Alternatively, Express shipping (1-2 business days) is $18, or free for Ash Club members.","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 cites the US free shipping threshold and shipping 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-address","kb-club","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1181","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Oliver Hughes","country":"US","subject":"Order AA-42293 issue","body":"Hi there, I am writing to you regarding my order AA-42293. I have been thinking about this all morning and looking at my account, and honestly I've reached my limit here. If this entire situation is not completely sorted out today, I will have no choice but to call my bank directly and file a chargeback and dispute the charges. Oliver","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-42293","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z386816633586","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver, I'm truly sorry to hear about the frustration regarding your order AA-42293. I am escalating your message directly to our support team so a team member can investigate what happened and help 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-108","hc-109","hc-110"]}]},"after":{"reply":"Thanks, Oliver. 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.","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-1182","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Anna Okafor","country":"US","subject":"Return request for order AA-51373","body":"Hello, I need to return the Switchback Rain Jacket from order AA-51373 for a full refund. It does not fit at all. It has never been worn and all the original tags are still attached. I got it about 3 weeks ago. Please send the return instructions. Anna","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 $139.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-51373","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z175649787224","ordered":"2026-10-19","shipped":"2026-10-20","delivered":"2026-10-24","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna,\n\nThanks for reaching out! Since your item is unworn with tags attached and within our 30-day return window, you're all set for a return. I've passed this over to our support team so they can generate and send your prepaid return label for order AA-51373. They 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-103"]}]},"after":{"reply":"Hello Anna,\n\nYour return for the Switchback Rain Jacket (order AA-51373) has been initiated under RMA-0D76D2. Because this is a US order returned within 30 days of delivery (delivered 2026-10-24), your return label is free ($0.0 label fee).\n\nA prepaid return shipping label has been e-mailed to you. You can also access or manage your return by going to Orders > select order AA-51373 > Start a return.\n\nOnce your return reaches our warehouse, your refund of $139.0 will be issued within 2 business days to your original payment method. After it is issued, your bank takes 5-10 business days to show the refund.\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 processed the return, confirmed the free label, accurately stated refund timing and amounts, 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-51373"},"output":{"ok":true,"order":{"order_id":"AA-51373","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z175649787224","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-51373","reason":"change_of_mind"},"output":{"order_id":"AA-51373","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":17,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-0D76D2","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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1183","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"chat","name":"Noah Bennett","country":"US","subject":"","body":"I want to cancel my Ash Club membership. 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":"Hi Noah, I can certainly connect you with our support team to help you cancel your Ash Club membership and answer your question regarding a prorated refund for the rest 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-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. There are no partial refunds, but your benefits will continue to run 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":"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 notes that benefits continue through the end of the billing period in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-club","kb-giftcards","kb-refund-timing","kb-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1184","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Anna Keller","country":"US","subject":"Status of order AA-64878","body":"Hi Alder & Ash team! My order AA-64878 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. Could you help me check on it? Thanks so much, Anna","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-64878","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z285698315556","ordered":"2026-10-23","shipped":"2026-10-24","delivered":null,"last_scan":"2026-10-31","return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna, thank you for reaching out! Since your tracking hasn't updated in over a week, I'm passing this over to our support team so they can investigate the status of order AA-64878 for you. Someone will be in touch shortly to help!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-116","hc-115"]}]},"after":{"reply":"Thanks, Anna. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-64878. They'll see everything you've told me, so you won't need to repeat it.","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-64878"},"output":{"ok":true,"order":{"order_id":"AA-64878","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z285698315556","ordered":"2026-10-23","shipped":"2026-10-24","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-1185","split":"dev","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Felix Fischer","country":"US","subject":"Quick question about shipping rates to the US","body":"Hello! I am currently on your website putting together an order, and my cart is sitting at exactly $71 right now with a few outdoor items. I live here in the US and I'm trying to figure out if my shipping is going to be free, or what the minimum spend is to qualify for free shipping. Any details on how that threshold works would be great. Thanks, Felix","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Felix! Yes, your order will qualify for free standard shipping. We offer free standard shipping on all US orders over $50. If you need your items sooner, express shipping is also available for $15. 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 US standard shipping is free on orders over $50 instead of $75, and quotes express shipping as $15 instead of $18.","quote":"We offer free standard shipping on all US orders over $50."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-107","hc-110"]}]},"after":{"reply":"Hi Felix,\n\nUS standard shipping is free on orders over $75; otherwise, it is $6.95. Because your cart is currently at $71, it does not qualify for free standard shipping unless you add items to bring the total over $75.\n\nFor reference, US standard shipping takes 3-5 business days. Express shipping (US only) is 1-2 business days for $18, or free for Ash Club members.","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 shipping policy, giving an accurate answer to 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-tracking","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1186","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Jake Keller","country":"US","subject":"Question about express shiping","body":"Hello Alder & Ash, I am US customer and I need buy a jacket for my trip this weekend. Can you tell how fast is express shipping and how much it cost? Thank you, Jake","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Jake! Express shipping costs $15 (or it's free for Ash Club members). However, our articles don't specify the exact delivery timeframe for express shipping, so I'm connecting you with our support team to get that confirmed for your upcoming trip!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-114","hc-115"]}]},"after":{"reply":"Express shipping (US only) takes 1-2 business days and costs $18, or is free for Ash Club members.","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 timing and cost of US express shipping per company policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-shipping","kb-club","kb-app","kb-care"]},{"step":"check","problems":[]}]}},{"id":"T-1187","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Lucas Romano","country":"US","subject":"Android app still crashing","body":"I am writing again because the Android app is completely broken. It crashes the very moment it opens, ever since the last update. I am on version 4.2.0. Please look into this. Lucas","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Lucas,\n\nI'm sorry to hear that the Android app is crashing upon opening. Our current help articles don't have troubleshooting steps or known issues documented for this specific Android issue, so I've escalated your report to our support team to look into this further. 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-118","hc-121","hc-109"]}]},"after":{"reply":"Hi Lucas, the Android app crashing on launch in version 4.2.0 is a known issue that was resolved in version 4.2.1 (fixed 28 Oct 2026). Please update to version 4.2.1 directly from Google Play to resolve the issue.","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","kb-address","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1188","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Leila Okafor","country":"US","subject":"","body":"Hello, where is my order AA-52966? I ordered 3 days ago and have no idea if it shipped yet.","gold":"In transit with UPS, tracking 1Z641588321334, shipped 2026-11-08, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-52966","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z641588321334","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila! 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. US orders typically arrive within 3–5 business days.\n\nSince you are asking about the specific status of order AA-52966, I'm passing this over to our support team so they can check your order details directly 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-52966 has shipped and is currently in transit. It was shipped on 2026-11-08 via UPS with tracking number 1Z641588321334 (last scan on 2026-11-10). Standard shipping to the US takes 3-5 business days.","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, carrier, shipping date, and expected delivery timeline according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-52966"},"output":{"ok":true,"order":{"order_id":"AA-52966","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z641588321334","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-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1189","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Jonas Meyer","country":"US","subject":"larch insulated parka waranty","body":"hey im looking at the larch insulated parka before buying it what warranty does it have thanks jonas","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Jonas! 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 pre-purchase inquiry about the warranty policy in accordance with policy [HOW-3].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hi Jonas,\n\nOur products have a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, warranty claims are passed to 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 answers Jonas's inquiry regarding the warranty according to policy and resolution.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1190","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Emma Lindqvist","country":"US","subject":"Still waiting for refund - order AA-64317","body":"I am writing to you again regarding order AA-64317. I sent back the Summit 28L Daypack over a week ago, and there is still no refund showing up on my card. Where is my money? Emma","gold":"Return received 2026-11-07; refund of $119.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-64317","status":"returned","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z768552959321","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 Emma,\n\nOnce we receive your returned item, please allow up to 14 days for your refund to be processed.\n\nIf it has been more than 14 days since your package arrived back with us and you still haven't seen the refund appear on your card, please let us know so our team 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 cites an incorrect processing timeline of up to 14 days instead of policy's 2 business days plus 5-10 business days for banks, and fails to check the records showing the refund was already issued on 2026-11-08.","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 Emma,\n\nWe received your return of the Summit 28L Daypack on 2026-11-07, and your refund of $119.00 was issued to the original payment method on 2026-11-08. \n\nRefunds typically take 5-10 business days to appear on your bank or credit card statement depending on your financial institution. Please allow this processing window for the funds to reflect on your card.","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 that the return was received, the refund of $119.00 was issued on 2026-11-08 to the original payment method, and outlines the 5-10 business day timeline for banks to process it.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-64317"},"output":{"ok":true,"order":{"order_id":"AA-64317","status":"returned","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z768552959321","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,"refund":{"amount_usd":119.0,"amount":"$119.00","issued":"2026-11-08","return_received":"2026-11-07","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-damaged","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1191","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Mateo Brooks","country":"UK","subject":"Account closure","body":"Please close my account and remove all my details from your marketing lists and systems.\n\nMateo","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Mateo,\n\nI've forwarded your request to our support team so they can assist you with closing your account and removing your details from our systems. 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-118"]}]},"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.","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-1192","split":"dev","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Samuel Patel","country":"US","subject":"Address update for order AA-21704","body":"Hi there,\n\nI just placed order AA-21704, but I realized I accidentally selected an old address! Could you please update the shipping address to Pinecrest Way?\n\nThanks so much,\nSamuel","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-21704","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 Samuel, thanks for reaching out. Unfortunately, we're unable to change the shipping address once an order has already been placed. 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 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, Samuel. I'm going to have a team member change the address before your order ships for order AA-21704. They'll see everything you've told me, so you won't need to repeat it.","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-21704"},"output":{"ok":true,"order":{"order_id":"AA-21704","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-1193","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Noah Keller","country":"US","subject":"Missing order confirmation","body":"My card was charged $169.00 today but I never received a confirmation email. Did my order go through?\n\nNoah","gold":"Yes: order AA-30358 (Cirque Down Vest) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-30358","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 Noah,\n\nThanks for reaching out! I'm transferring your request to our support team so they can look into your account, confirm whether your order went through, and make sure you receive your confirmation 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-108","hc-112","hc-109"]}]},"after":{"reply":"Hi Noah,\n\nYes, your order went through! Order AA-30358 for the Cirque Down Vest ($169.0) was placed on 2026-11-10 and is currently processing.\n\nIf you need to check or update the email address on your account to ensure you receive future updates, you can go to Account > Profile > Email, enter the new address, and confirm it through the link we send 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, references the specific order details matching records, and provides helpful next steps regarding email delivery.","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-30358","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-double-charge","kb-not-received","kb-giftcards"]},{"step":"check","problems":[]}]}},{"id":"T-1194","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Theo Hughes","country":"US","subject":"Duplicate charge on order AA-17934","body":"My bank app shows two charges of $229.00 for order AA-17934. Please refund the duplicate charge.\n\nTheo","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-17934","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z078967476321","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo,\n\nThanks for reaching out. I've passed your request regarding the duplicate charge on order AA-17934 over to our support team so they can review the billing and process your refund as quickly as possible. 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-118","hc-101"]}]},"after":{"reply":"Hi Theo,\n\nI checked the charges for order AA-17934. You have one posted charge of $229.00 from 2026-11-09 and one pending authorization of $229.00 from 2026-11-09. \n\nThe pending authorization is not a completed charge and will drop off within 3-5 business days, so there is nothing to refund.\n\nPlease let us know if the pending charge has not dropped off after 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 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-17934"},"output":{"ok":true,"order":{"order_id":"AA-17934","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z078967476321","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-17934"},"output":{"ok":true,"orders":[{"order_id":"AA-17934","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-refund-timing","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1195","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"email","name":"Clara Meyer","country":"US","subject":"refund for aa-58154","body":"third time writing, put me through to a manager. where is my refund for order AA-58154 summit 28L daypack??? clara","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-58154","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z383102422887","ordered":"2026-10-31","shipped":"2026-11-01","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, I completely understand your frustration and apologize for the delay. I am escalating your request directly to our support team and a manager so they can look into the refund status for order AA-58154 right away. Someone will follow up with you shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-101","hc-115"]}]},"after":{"reply":"Thanks, Clara. 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.","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-1196","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Liam Larsen","country":"US","subject":"cairn beanie return aa-92607","body":"hi bought cairn beanie in clearnace sale order AA-92607 but it dosent fit. want to send it back for a refud liam","gold":"Not returnable: the Cairn Beanie on AA-92607 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-92607","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":true}],"total":34.95,"carrier":"UPS","tracking":"1Z777225812143","ordered":"2026-10-28","shipped":"2026-10-29","delivered":"2026-11-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, thanks for reaching out. Unfortunately, clearance items are final sale and cannot be returned or refunded. We're sorry 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 as requested.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-101","hc-104"]}]},"after":{"reply":"Hi Liam,\n\nThank you for reaching out. Your Cairn Beanie from order AA-92607 is not eligible for a return or refund. As noted in our policy, final-sale items cannot be returned unless they are 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 is not eligible for return or refund according 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-92607"},"output":{"ok":true,"order":{"order_id":"AA-92607","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":true}],"total":34.95,"carrier":"UPS","tracking":"1Z777225812143","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-92607","reason":"change_of_mind"},"output":{"order_id":"AA-92607","item":"Cairn Beanie","amount":28.0,"final_sale":true,"days_since_delivery":8,"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-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1197","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Felix Okafor","country":"US","subject":"Cancel Ash Club","body":"I want to cancel my Ash Club membership immediately. Do I get my money back for the rest of this month?\n\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 help connect you with our support team to cancel your Ash Club membership. A team member will follow up with you shortly 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":"You can cancel your Ash Club membership at any time by going to Account > Membership. There are no partial refunds, but your benefits will continue to run to 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":"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 notes benefits remain active 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"]},{"step":"check","problems":[]}]}},{"id":"T-1198","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Kofi Costa","country":"US","subject":"Return for order AA-67700","body":"I received order AA-67700 about 2 weeks ago and changed my mind about the Cairn Beanie. It is completely unworn with the tags still on, so please let me know how to return it for a refund.\n\nKofi","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; free US label). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-67700","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z283289447100","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi, thanks for reaching out! Since your item 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 label for order AA-67700. 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-101","hc-102","hc-103"]}]},"after":{"reply":"Your return for the Cairn Beanie from order AA-67700 is eligible and has been started under return authorization RMA-DDD885.\n\nHere are the details and next steps:\n- A prepaid return label has been e-mailed to you (free of charge for US orders).\n- You can also access your return by going to Orders > select order AA-67700 > Start a return.\n- Once your return reaches our warehouse, your refund of $28.0 will be issued within 2 business days to your original payment method.\n- After it is issued, your bank takes 5-10 business days to show the refund.","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 is eligible, confirmed the return was started with a prepaid label emailed, clearly stated the next steps, and cited the accurate refund amount and timelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-67700"},"output":{"ok":true,"order":{"order_id":"AA-67700","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z283289447100","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-67700","reason":"change_of_mind"},"output":{"order_id":"AA-67700","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":7,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-DDD885","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"]},{"step":"check","problems":[]}]}},{"id":"T-1199","split":"holdout","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"chat","name":"Felix Bennett","country":"US","subject":"","body":"Hi there! I am very angry about the refund for my Summit 28L Daypack on order AA-63797. 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-63797","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z148119148257","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 I'm transferring you directly to a member of our support team so they can look into the refund for your Summit 28L Daypack 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, 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.","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-1200","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Oliver Kowalski","country":"US","subject":"Return inquiry for order AA-10821","body":"Hi there,\n\nI received the Kettle Wool Gloves from order AA-10821 back in September. They are completely unworn—I just never ended up using them—and I'd like to return them if possible.\n\nBest,\nOliver","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-10821","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z174297661188","ordered":"2026-09-13","shipped":"2026-09-14","delivered":"2026-09-18","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Oliver,\n\nUnder our return policy, items can be returned within 30 days of delivery if they are unworn, unused, and have tags attached.\n\nSince our team will need to check your order details and delivery date to see if your gloves are eligible and issue a return label, I've passed your request to our support team. Someone 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-102","hc-101","hc-108"]}]},"after":{"reply":"Hi Oliver,\n\nThank you for reaching out. Based on your order AA-10821, the Kettle Wool Gloves were delivered on 2026-09-18 (53 days ago). Items must be returned within 30 days of delivery, so this item is not eligible for return as it is past the 30-day window.\n\nBest,\nOliver Kowalski Support Team","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 due to the 30-day window having passed, 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-10821"},"output":{"ok":true,"order":{"order_id":"AA-10821","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z174297661188","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-10821","reason":"change_of_mind"},"output":{"order_id":"AA-10821","item":"Kettle Wool Gloves","amount":42.0,"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-privacy","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1201","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Ivy Fischer","country":"US","subject":"Issue with promo code at checkout","body":"Hello,\n\nI am trying to complete my purchase, but the promo code WELCOME10 shows as 'invalid' at checkout. My cart includes a clearance item, and I also tried entering a second code, but that didn't work either. I think the site might be broken.\n\nThank you,\nIvy","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 Ivy,\n\nThe site is working as intended! Here are a couple of reasons why your promo code may not be working:\n\n1. Promo codes cannot be applied to clearance items, as all clearance items are final sale.\n2. Only one promo code can be used per order, and codes cannot be combined with other offers.\n\nIf you have other non-clearance items in your cart, you can apply a single valid promo code to those eligible 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 reply correctly and accurately explains the promo code policy and answers the customer's question without any errors or hallucinations.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-123"]}]},"after":{"reply":"Hello Ivy,\n\nOur system allows only one promo code per order, and promo codes do not apply to final-sale items and cannot be combined with other offers. If your clearance item is marked as final sale, or if you attempted to apply multiple codes, this may be why the code is showing as invalid.\n\nPlease try applying only one promo code to an order containing eligible, full-price items.\n\nThank you,\nIvy","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 stacking, providing actionable next steps.","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-club"]},{"step":"check","problems":[]}]}},{"id":"T-1202","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Lena Walsh","country":"CA","subject":"Return request for order AA-96878","body":"Hello,\n\nI need to return the Cairn Beanie from order AA-96878 for a refund because it is the wrong size. I received it about 4 weeks ago. It has never been worn and the tags are still on.\n\nLena","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; $7.95 label fee deducted). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-96878","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Canada Post","tracking":"CP065366284855","ordered":"2026-10-11","shipped":"2026-10-12","delivered":"2026-10-16","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena,\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. I'm passing your request 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":"Hello Lena,\n\nYour return for the Cairn Beanie from order AA-96878 has been approved and started (RMA: RMA-C858F2), as your request is within the 30-day delivery window and the item is unworn with tags attached.\n\nA prepaid return label has been emailed to you. Because this is an order to Canada, a $7.95 label fee will be deducted from your refund.\n\nOnce your return arrives at our warehouse, your refund will be issued within 2 business days, and your bank will take 5-10 business days to show the credit 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 approves the return within policy, specifies the label email and deduction fee for Canada, and details the refund processing timeline.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-96878"},"output":{"ok":true,"order":{"order_id":"AA-96878","status":"delivered","country":"CA","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Canada Post","tracking":"CP065366284855","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-96878","reason":"change_of_mind"},"output":{"order_id":"AA-96878","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-C858F2","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"]},{"step":"check","problems":[]}]}},{"id":"T-1203","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Sofia Meyer","country":"US","subject":"Android app crashing","body":"Hi,\n\nYour Android app crashes the exact moment it opens ever since the last update. I am running version 4.2.0. Please fix this.\n\nSofia","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Sofia,\n\nI'm sorry to hear that the Android app is crashing on you! We don't currently have troubleshooting steps for this specific issue in our help center, so I'm passing your details along to our technical 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-121"]}]},"after":{"reply":"Hi Sofia,\n\nTo resolve the crash on launch with Android app version 4.2.0, please update to version 4.2.1 from Google Play.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1204","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Grace Moreau","country":"US","subject":"Caring for my rain jacket","body":"Hi there!\n\nMy rain jacket isn't beading water anymore, and I'd love some advice on how to care for it. How do I wash it and make it waterproof again?\n\nThanks so much,\nGrace","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\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 performance, our care guide doesn't cover re-waterproofing, so I've looped in our support team to help you with the best steps for that!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-120","hc-115","hc-125"]}]},"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 reactivates the 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 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"]},{"step":"check","problems":[]}]}},{"id":"T-1205","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Liam Hughes","country":"US","subject":"chagne address order aa-24513","body":"helo just made order AA-24513 and used old adress by mistkae. need to change to meadow lane pls liam","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-24513","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 Liam,\n\nUnfortunately, we're 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":null,"outcome":"missed_escalation","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-108","hc-117"]}]},"after":{"reply":"Thanks, Liam. I'm going to have a team member change the address before your order ships for order AA-24513. They'll see everything you've told me, so you won't need to repeat it.","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-24513"},"output":{"ok":true,"order":{"order_id":"AA-24513","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":"route","handoff":"address_change"}]}},{"id":"T-1206","split":"dev","intent":"refund","scenario":"r_human","label":"Angry, asks for a person","expected":"escalate","channel":"chat","name":"Aisha Meyer","country":"US","subject":"","body":"third time writing, put me through to a manager. still waiting on my refund for order AA-98294 switchback rain jacket","gold":"Customer explicitly asks for a person / threatens legal action: hand off to a team member.","order":{"order_id":"AA-98294","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z238220859672","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 sorry for the frustration and delay with your refund. I am transferring your request to our support team right now so a manager can look into your order (AA-98294) and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-120","hc-101"]}]},"after":{"reply":"Thanks, Aisha. 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.","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-1207","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Mia Romano","country":"US","subject":"Order AA-12150","body":"I am writing regarding order AA-12150. If this is not sorted out today, I will be filing a chargeback and disputing the transaction directly with my bank.\n\nMia","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-12150","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z611340818644","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia, I'm very sorry to hear you're having trouble with order AA-12150. I am escalating this directly to our support team right now so someone can look into your order and assist you with this as quickly as possible.","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, Mia. 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.","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-1208","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Lucas Silva","country":"US","subject":"Warranty information needed for Larch Insulated Parka","body":"I am looking at buying the Larch Insulated Parka, but I cannot find clear details on it. What warranty does this jacket actually come with?\n\nLucas","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Lucas,\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 regarding warranty coverage in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-120"]}]},"after":{"reply":"Hi Lucas,\n\nOur products come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, warranty claims are passed 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 inquiry regarding the 2-year warranty against manufacturing defects in full compliance with the policy.","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-app"]},{"step":"check","problems":[]}]}},{"id":"T-1209","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Rosa Tanaka","country":"UK","subject":"GDPR Data Request","body":"Hello Alder & Ash team,\n\nI am writing to formally request a copy of all the personal data your company currently holds about me under GDPR regulations. I have been doing some digital spring cleaning across all the various shopping sites and platforms I've interacted with over the years, and I want to review my account records and personal details on file with you.\n\nBest regards,\nRosa","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hello Rosa,\n\nThank you for reaching out. I've handed your GDPR data request over to our support team so they can process and provide a copy of your personal data. A team member will follow up with you directly via email soon!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-113","hc-121","hc-105"]}]},"after":{"reply":"Thanks, Rosa. 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.","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-1210","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Felix Hughes","country":"US","subject":"","body":"Hello, tracking for order AA-79059 is saying delivered, but nothing arrived here. I already checked with neighbours and nobody have it.","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-79059","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z182708789024","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 Felix, we're sorry to hear that! Please be sure to also check around your property (such as porches, back doors, or garages). 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, Felix. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-79059. They'll see everything you've told me, so you won't need to repeat it.","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-79059"},"output":{"ok":true,"order":{"order_id":"AA-79059","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z182708789024","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-1211","split":"holdout","intent":"shipping","scenario":"s_addr_processing","label":"Change address, not shipped","expected":"escalate","channel":"email","name":"Daniel Walsh","country":"US","subject":"Address update for order AA-79987","body":"Hello,\n\nI just placed order AA-79987, but I accidentally selected my old address during checkout. Could you please update the delivery address to Willow Creek Road?\n\nThank you,\nDaniel","gold":"Order is still processing, so the address can be changed by a team member: hand off.","order":{"order_id":"AA-79987","status":"processing","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Daniel, 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-108"]}]},"after":{"reply":"Thanks, Daniel. I'm going to have a team member change the address before your order ships for order AA-79987. They'll see everything you've told me, so you won't need to repeat it.","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-79987"},"output":{"ok":true,"order":{"order_id":"AA-79987","status":"processing","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"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-1212","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Anna Keller","country":"US","subject":"Return request for order AA-57286","body":"Hello,\n\nI want to return the Cairn Beanie from order AA-57286 for a full refund. The colour looks completely different than expected. I received it about 3 weeks ago, and it has never been worn with all tags still attached.\n\nAnna","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; free US label). Refund $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-57286","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z031713841444","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Anna, thanks for reaching out! Since your Cairn Beanie was delivered within the last 30 days, is unworn, and has all tags attached, it qualifies for a full refund to your original payment method. I am handing this over to our support team right now so they can generate and send your 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":"Hello Anna,\n\nYour return for the Cairn Beanie from order AA-57286 has been started (RMA: RMA-2C448E). The item is eligible for return, and your prepaid return shipping label has been e-mailed to you. There is no label fee for US returns ($0.0).\n\nIf you ever need to view your return status or start another return, you can go to Orders > select the order > Start a return.\n\nOnce your return reaches our warehouse, your refund of $28.0 will be issued within 2 business days to your original payment method. Your bank then takes 5-10 business days to show it.","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 is eligible for return, started the return, explained that the prepaid label was emailed, and clearly communicated the refund amount and timelines accurately 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-57286"},"output":{"ok":true,"order":{"order_id":"AA-57286","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z031713841444","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-57286","reason":"change_of_mind"},"output":{"order_id":"AA-57286","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":14,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-2C448E","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"]},{"step":"check","problems":[]}]}},{"id":"T-1213","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Lena Keller","country":"US","subject":"Order AA-71285 status","body":"Where is order AA-71285? I ordered it 4 days ago and have no idea if it has even shipped.\n\nLena","gold":"In transit with UPS, tracking 1Z227639451902, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-71285","status":"in_transit","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z227639451902","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena,\n\nYou can track the status of your order using the link provided in your shipping confirmation email. If you haven't seen the email yet, please be sure to check your spam folder!\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 checking the provided order details and deflects the customer back to their email instead of answering their question about order status.","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":"Hello Lena,\n\nYour order AA-71285 has shipped! It was shipped on 2026-11-07 via UPS and is currently in transit. \n\nHere are the tracking details:\n- Carrier: UPS\n- Tracking Number: 1Z227639451902\n- Status: in_transit (last scanned on 2026-11-10)\n\nYou can track the package directly on the UPS website using your tracking number 1Z227639451902.\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":"The bot correctly identified that the order shipped, provided all relevant tracking information and carrier details, and gave the customer a clear next step 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-71285"},"output":{"ok":true,"order":{"order_id":"AA-71285","status":"in_transit","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z227639451902","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"]},{"step":"check","problems":[]}]}},{"id":"T-1214","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"chat","name":"Mia Patel","country":"US","subject":"","body":"hi need to chnage my account email to my new work email quickly plase","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Mia! You can update your email address by going to Account > Profile > Email and entering your new work email. We'll then send a confirmation link to that new 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 provides accurate instructions according to policy on how to change an account email address.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-123","hc-108"]}]},"after":{"reply":"To update your email address, go to Account > Profile > Email, enter your new address, and then confirm it through the link sent to your new email.","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 provided the exact steps from the policy to change the account email and gave a clear next step.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"account","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-email","kb-privacy","kb-damaged","kb-password"]},{"step":"check","problems":[]}]}},{"id":"T-1215","split":"dev","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Ben Keller","country":"US","subject":"Account closure request","body":"Please close my account immediately. I want all of my details removed from your marketing lists and systems.\n\nBen","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Ben, thanks for reaching out. I've handed this over to our support team so they can assist you with closing your account and removing your details from our systems. 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-118"]}]},"after":{"reply":"Thanks, Ben. 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.","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-1216","split":"dev","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Elena Silva","country":"US","subject":"chnage adress AA-10961","body":"hi i moved flats need to chagne delivery adress on order AA-10961 asap. not sure if it shipped yet thx elena","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 1Z808031847770.","order":{"order_id":"AA-10961","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z808031847770","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena, I'm passing your request to our support team right away so they can help update the delivery address for order AA-10961 as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-105"]}]},"after":{"reply":"Your order AA-10961 has already shipped on 2026-11-09 via UPS and is currently in transit, so we are unable to change the delivery address. However, you can contact the carrier (UPS) directly to request that they redirect the package using your tracking number: 1Z808031847770.","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 company, and provided the carrier and tracking number for 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-10961"},"output":{"ok":true,"order":{"order_id":"AA-10961","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z808031847770","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-damaged","kb-address","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1217","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"chat","name":"Hannah Meyer","country":"US","subject":"","body":"Hello, I would like to return the Talus Hiking Socks 3-pack from order AA-79443. They are completely unworn, as I just never used them after receiving the order in September.","gold":"Not eligible for a return: delivered 2026-09-21, 50 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-79443","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z955803711842","ordered":"2026-09-16","shipped":"2026-09-17","delivered":"2026-09-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"You can return unworn items within 60 days of delivery for a full refund or exchange. Since a team member needs to issue your return label, I have passed your request along to our support team so they can assist you with order AA-79443.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-117"]}]},"after":{"reply":"Your Talus Hiking Socks 3-pack from order AA-79443 is not eligible for return. Items must be returned within 30 days of delivery; your order was delivered on 2026-09-21 (50 days ago), which is past the 30-day window.","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 clear, accurate information to the customer.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-79443"},"output":{"ok":true,"order":{"order_id":"AA-79443","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z955803711842","ordered":"2026-09-16","shipped":"2026-09-17","delivered":"2026-09-21","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":50,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-79443","reason":"change_of_mind"},"output":{"order_id":"AA-79443","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":50,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 50 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-giftcards","kb-refund-timing","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1218","split":"dev","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Kofi Meyer","country":"US","subject":"","body":"Between M and L for the Ridgeline Shell Jacket. I wear a fleece under it in winter, which size should I get?","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! We recommend sizing up to a Large. For our shell jackets, sizing up when you're between sizes ensures there is plenty of room to comfortably fit layers like a fleece underneath.","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 for shell jackets to accommodate layering in line with policy HOW-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-103","hc-120"]}]},"after":{"reply":"If you're between sizes on a shell jacket like the Ridgeline Shell Jacket, we recommend sizing up so it fits comfortably over layers like your winter fleece. You can also view the size chart on the 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-refund-timing","kb-care","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1219","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Ethan Larsen","country":"US","subject":"Broken zip on Basecamp Merino Tee - Order AA-90037","body":"I received order AA-90037 40 days ago, and the zip on the Basecamp Merino Tee already broke on only the second use. This is unacceptable quality. I would like a refund or a replacement.\n\nEthan","gold":"Defective within 90 days of delivery (2026-10-01): refund $48.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-90037","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z878495745108","ordered":"2026-09-26","shipped":"2026-09-27","delivered":"2026-10-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nI'm so sorry to hear that the zipper broke on your Basecamp Merino Tee. Because the item has been worn and is defective, I'm passing this over to our support team so they can assist you directly with a replacement or refund label for order AA-90037. 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-101","hc-108"]}]},"after":{"reply":"Hello Ethan,\n\nI am sorry to hear about the broken zip on your Basecamp Merino Tee. Because the item is defective within 90 days of delivery, a refund has been issued for $48.0 under reference ID RF-686AB4, and no return is needed.\n\nThe refund will be returned to your original payment method, and your bank should show it in 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 applied the defective item policy within 90 days, issued the $48 refund without requiring a return, and provided the expected timing for bank processing.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-90037"},"output":{"ok":true,"order":{"order_id":"AA-90037","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z878495745108","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-90037","reason":"defective"},"output":{"order_id":"AA-90037","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":40,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-686AB4","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-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1220","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Omar Meyer","country":"US","subject":"Express shipping to US","body":"I am a US customer and need a jacket in time for a trip this weekend. How fast is your express shipping, and how much does it cost?\n\nOmar","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Omar,\n\nExpress shipping to the US is $15 (or free if you are an Ash Club member). However, our articles do not specify the exact transit time for express shipping. I'm connecting you with our support team so they can confirm the delivery timeframe and make sure your jacket arrives 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-107","hc-114"]}]},"after":{"reply":"For US customers, Express shipping takes 1-2 business days and costs $18. Express shipping is also free for Ash Club members.","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 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"]},{"step":"check","problems":[]}]}},{"id":"T-1221","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Ben Hughes","country":"US","subject":"Rain jacket waterproofing","body":"Hi, my rain jacket isn't beading water anymore. How do I wash it and make it waterproof again?\n\nBen","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Ben,\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 finish, I'm handing your inquiry over to our support team so they can guide you on the best way to reproof 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 Ben,\n\nTo restore water repellency to your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the water-repellent (DWR) coating.\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"]},{"step":"check","problems":[]}]}},{"id":"T-1222","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Tomas Fischer","country":"US","subject":"Ash Club membership","body":"Hello, how much does Ash Club cost per month and what do I get with it?\n\nTomas","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Tomas,\n\nAsh Club membership is $8 per month. As a member, you'll receive 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 provided the price and benefits of Ash Club membership in line with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Ash Club costs $8 per month. Membership includes free express shipping and 10% off full-price items. You can cancel any time in Account > Membership, and 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 accurately answers the customer's questions regarding the cost and perks of Ash Club membership in accordance with policy BIL-1.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1223","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Leila Brooks","country":"US","subject":"Broken buckle on Tarn Fleece (AA-41310)","body":"Hello Alder & Ash team, I received my Tarn Fleece from order AA-41310 14 days ago, but unfortunately the buckle snapped. I really like the item overall, but with the buckle broken I can't really use it properly. I would like to get a refund or a replacement for it please.\n\nThanks,\nLeila","gold":"Defective within 90 days of delivery (2026-10-27): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-41310","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z111061602731","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Leila, thanks for reaching out. I'm sorry to hear that the buckle on your Tarn Fleece broke! Because your order was delivered 14 days ago and the buckle is damaged, I'm passing your request to our support team so they can review your case and help you with a refund or replacement. 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-103","hc-105","hc-101"]}]},"after":{"reply":"Hello Leila,\n\nI am sorry to hear about the broken buckle on your Tarn Fleece. Because the defect occurred within 90 days of delivery, you are eligible for a full refund and you do not need to send the item back.\n\nA refund of $89.0 has been issued to your original payment method (Refund ID: RF-BC2EAB). Please allow 5-10 business days for your bank to show the funds.\n\nThank you for reaching out to Alder & Ash!","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 the defective item policy, issued the full refund under the approval limit, clarified that no return is needed, and provided expected bank processing times.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-41310"},"output":{"ok":true,"order":{"order_id":"AA-41310","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z111061602731","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-41310","reason":"defective"},"output":{"order_id":"AA-41310","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":14,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-BC2EAB","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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1224","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"chat","name":"Maya Okafor","country":"US","subject":"","body":"Hi there, I forgot my account password and tried to sort it out yesterday, but when I finally went to click the reset link today it told me that the link is already expired. Could you help me get back into my account?","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Maya! Password reset links expire after 30 minutes. To get back into your account, simply head to the sign-in page, click 'Forgot password' to request a new link, and be sure to use the new link within 30 minutes. 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-108"]}]},"after":{"reply":"Password reset links are valid for 30 minutes. To get a new link and regain access to your account, please go to the sign-in page and click 'Forgot password'. We will email you a fresh link that will be 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":"","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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1225","split":"dev","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"email","name":"Mia Meyer","country":"US","subject":"express shippng to us","body":"hi im in the us and need to buy a jacket for a trip this weekend, how fast is express shipping and how much does it cost? thanks mia","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Hi Mia,\n\nExpress shipping to the US costs $15. However, our help center doesn't specify the exact delivery timeframe for express shipping, so I am handing your request over to our support team to confirm whether 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-107","hc-126"]}]},"after":{"reply":"Hi Mia,\n\nFor orders within the US, Express shipping takes 1-2 business days and costs $18. Express shipping is also 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 time, cost, and Ash Club perk 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-care","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1226","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Noah Bennett","country":"US","subject":"","body":"I'm asking again because I really need help updating the delivery address for order AA-17946 since I moved flats. I don't even know if it has shipped yet, please advise!","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 1Z318392774328.","order":{"order_id":"AA-17946","status":"in_transit","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z318392774328","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, 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":"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 details or the option to redirect the parcel with the carrier.","quote":"Hi Noah, 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-112","hc-110","hc-101"]}]},"after":{"reply":"Your order AA-17946 has already shipped (it was shipped on 2026-11-08 and is currently in transit with UPS under tracking number 1Z318392774328). Because it has already shipped, we cannot change the address on our end. However, you can contact the carrier (UPS) directly and ask them to redirect the package using your tracking number: 1Z318392774328.","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-17946"},"output":{"ok":true,"order":{"order_id":"AA-17946","status":"in_transit","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z318392774328","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-email","kb-address","kb-damaged","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1227","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Zoe Costa","country":"EU","subject":"VAT invoice request - AA-40036","body":"Hello, please provide a VAT invoice for order AA-40036 so I can submit it for company expenses.\n\nThanks,\nZoe","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-40036","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"DHL","tracking":"JD737034549759","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe,\n\nYou can easily download a VAT invoice directly from your account! Just go to Orders, select order AA-40036, and click \"Download invoice.\"\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":"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 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-110"]}]},"after":{"reply":"Hello Zoe,\n\nYou can download your VAT invoice directly from your account. Please go to Orders > select order AA-40036 > 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.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-40036"},"output":{"ok":true,"order":{"order_id":"AA-40036","status":"delivered","country":"EU","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":42.0,"carrier":"DHL","tracking":"JD737034549759","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-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1228","split":"holdout","intent":"account","scenario":"a_delete","label":"Delete account / data request","expected":"escalate","channel":"email","name":"Ivy Bennett","country":"US","subject":"close acount","body":"plz close my acount completely and remove my details from all your marketing lists and sytems thanks, ivy","gold":"Account deletion / personal-data request: hand off to the privacy team.","order":null,"before":{"reply":"Hi Ivy,\n\nI can certainly help with that. Since closing your account and removing your details from our systems requires assistance from our team, I'm handing this over to a support representative who will process your request shortly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118"]}]},"after":{"reply":"Thanks, Ivy. 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.","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-1229","split":"dev","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Aisha Bennett","country":"US","subject":"Account is locked","body":"Hello, I tried my password a bunch of times to login, but now site is saying my account is locked. What should I do now?\n\nAisha","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 Aisha, thanks for reaching out. I'm sorry to hear your account is locked. Our available self-service guides don't cover unlocking accounts, so I am handing your request over to our support team so they can help unlock it for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-111"]}]},"after":{"reply":"Hi Aisha, after 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can try signing in again. If you need to reset your password, click 'Forgot password' on the sign-in page, and we will email you a link that 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 reply accurately explains the 15-minute lock duration and automatic unlock according to policy, and gives clear instructions 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"]},{"step":"check","problems":[]}]}},{"id":"T-1230","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Hannah Silva","country":"US","subject":"","body":"Still waiting for an answer on this: I am stuck between size M and L for the Ridgeline Shell Jacket and I wear a fleece under it in winter. Which size should I go with?","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 Hannah! We recommend sizing up to a Large. If you are between sizes on a shell jacket, sizing up ensures it fits comfortably over your winter layers.","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 layering, aligning with policy HOW-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-109"]}]},"after":{"reply":"If you are between sizes on a shell jacket, we recommend sizing up so it fits over layers. For the Ridgeline Shell Jacket, you should go with size L so it comfortably fits over your fleece. You can also consult the size chart located directly on the 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":"","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","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1231","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Elena Nguyen","country":"US","subject":"Issue with order AA-95996","body":"Hello,\n\nI am writing regarding order AA-95996. If this issue is not sorted out today, I will be filing a dispute and chargeback with my bank.\n\nThank you,\nElena","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-95996","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z578289335887","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Elena,\n\nI'm so sorry to hear you're experiencing an issue with your order AA-95996. I am passing this directly to our support team right away so a team member can investigate and help resolve this for you as quickly as possible.","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, Elena. 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.","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-1232","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Oliver Okafor","country":"US","subject":"Second inquiry: Larch Insulated Parka warranty","body":"Hello,\n\nI am asking again because I haven't received a response. What warranty coverage does the Larch Insulated Parka have before I go ahead and purchase it?\n\nOliver","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Oliver, thanks for reaching out! 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 provides the 2-year manufacturing defect warranty information in full alignment with policy and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-109","hc-123"]}]},"after":{"reply":"Hello Oliver,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items can be refunded or replaced directly, and after that 90-day window, claims are 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":"The bot accurately provides the warranty coverage policy and answers the customer's question completely.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-not-received","kb-refund-timing","kb-email"]},{"step":"check","problems":[]}]}},{"id":"T-1233","split":"holdout","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Liam Meyer","country":"US","subject":"Return inquiry for order AA-38357","body":"Hello,\n\nI received my order AA-38357 back in September, and I would like to return the Talus Hiking Socks 3-pack. They are completely unworn; I just never ended up using them.\n\nBest regards,\nLiam","gold":"Not eligible for a return: delivered 2026-09-15, 56 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-38357","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z274471904546","ordered":"2026-09-10","shipped":"2026-09-11","delivered":"2026-09-15","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, thanks for reaching out. According to our return policy, items can be returned within 30 days of delivery if they are unworn and unused with tags attached. I've handed this over to our support team so they can review your order details and assist you with the next steps.","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 Liam,\n\nThank you for reaching out. We looked into your order AA-38357 for the Talus Hiking Socks 3-pack. \n\nItems can be returned within 30 days of delivery. Because your order was delivered on 2026-09-15 (56 days ago), it is past the 30-day window, so this item is not eligible for return.\n\nWe apologize for any inconvenience. Please let us know if you have any questions.\n\nBest regards,\nLiam\nAlder & Ash Support","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 item is ineligible for return because it was delivered 56 days ago, exceeding the 30-day window 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-38357"},"output":{"ok":true,"order":{"order_id":"AA-38357","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z274471904546","ordered":"2026-09-10","shipped":"2026-09-11","delivered":"2026-09-15","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":56,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-38357","reason":"change_of_mind"},"output":{"order_id":"AA-38357","item":"Talus Hiking Socks 3-pack","amount":32.0,"final_sale":false,"days_since_delivery":56,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 56 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-not-received","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1234","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Tomas Walsh","country":"US","subject":"","body":"Hi there, I received a gift card two years ago and was wondering if it still works?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Tomas, Alder & Ash gift cards expire 12 months after purchase, so unfortunately, a gift card from two years ago is no longer valid.","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 unfortunately, a gift card from two years ago is no longer valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-123","hc-124"]}]},"after":{"reply":"Hi Tomas, yes, your gift card still works! Our gift cards never expire. Please note that they cannot be used to pay for Ash Club.","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 that gift cards never expire and notes the restriction regarding Ash Club, fully resolving the ticket per policy HOW-4.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1235","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Zoe Reyes","country":"US","subject":"Rain jacket waterproofing","body":"My rain jacket is no longer beading water. How do I 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":"Hi Zoe,\n\nTo wash your waterproof jacket, hand wash it in cold water and hang it to dry away from direct heat (never tumble dry).\n\nAs for restoring the water beading and reproofing your jacket, our current care guide doesn't cover re-waterproofing treatments, so I've forwarded your message to our support team to guide you on the best way to reproof 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 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 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 correctly answers according to policy [HOW-2] on how to wash and 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"]},{"step":"check","problems":[]}]}},{"id":"T-1236","split":"holdout","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Ethan Fischer","country":"US","subject":"Refund status for order AA-49021","body":"Hi there!\n\nI sent back the Talus Hiking Socks 3-pack from order AA-49021 over a week ago, but I haven't seen the refund appear on my card yet. Could you check where the money is?\n\nThanks,\nEthan","gold":"Return received 2026-11-07; refund of $32.00 issued 2026-11-08 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-49021","status":"returned","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z931508015552","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 Ethan,\n\nOnce we receive your return, please allow up to 14 days for your refund to be processed. Since you're looking for specific status details on order AA-49021, I've passed your request to our support team so they can check on this for you.","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 Ethan,\n\nWe received your return on 2026-11-07, and your refund of $32.00 was issued to the original payment method on 2026-11-08.\n\nAfter a refund is issued, banks typically take 5-10 business days to post the credit to your account. Please allow that processing window for the funds to appear on your card statement.\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 return was received on 2026-11-07, the refund of $32.00 was issued on 2026-11-08 to the original payment method, and accurately explained the 5-10 business day bank processing window.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-49021"},"output":{"ok":true,"order":{"order_id":"AA-49021","status":"returned","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z931508015552","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,"refund":{"amount_usd":32.0,"amount":"$32.00","issued":"2026-11-08","return_received":"2026-11-07","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-returns","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1237","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Leila Kowalski","country":"US","subject":"Return for order AA-67304","body":"Hi Alder & Ash team,\n\nI bought the Basecamp Merino Tee from the clearance sale on order AA-67304. Unfortunately it doesn't fit me, so I would love to send it back for a refund.\n\nThanks so much,\nLeila","gold":"Not returnable: the Basecamp Merino Tee on AA-67304 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-67304","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z175679126317","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\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 very 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, matching policy and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-104","hc-110"]}]},"after":{"reply":"Hi Leila,\n\nThank you for reaching out. We looked into order AA-67304, and unfortunately, the Basecamp Merino Tee ($48.0) is not eligible for return or refund because it was purchased as a final-sale clearance item (decision rule: RET-2 final-sale item, not defective). Per our policy, items marked final sale cannot be returned unless they arrive damaged or defective.\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 informs the customer 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-67304"},"output":{"ok":true,"order":{"order_id":"AA-67304","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z175679126317","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-67304","reason":"change_of_mind"},"output":{"order_id":"AA-67304","item":"Basecamp Merino Tee","amount":48.0,"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-returns","kb-tracking","kb-damaged","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1238","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Priya Novak","country":"EU","subject":"Shipping question to Germany","body":"Hello, I am thinking of ordering a jacket from your shop. I am living in Germany, in Munich. Can you tell how long standard shipping takes to arrive?\n\nThank you,\nPriya","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hi Priya,\n\nThanks for reaching out! International orders to Germany typically arrive within 7 to 14 business days, 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 takes 6-10 business days according to policy, not 7 to 14 business days.","quote":"International orders to Germany typically arrive within 7 to 14 business days, depending on customs processing."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-107","hc-106","hc-110"]}]},"after":{"reply":"Hello Priya,\n\nStandard shipping to the EU (including Germany) takes 6-10 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 6-10 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-care","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1239","split":"dev","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Elena Hughes","country":"US","subject":"Update email address on account","body":"Hello,\n\nI hope you're having a good week. I am writing because I need to update the email address linked to my Alder & Ash account. I recently started a new position and would like to switch everything over to my new work email address so I don't miss any messages. Could you please help me change it?\n\nThank you,\nElena","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Elena,\n\nYou can easily update your email address by logging into your account and navigating to Account > Profile > Email. Simply enter your new email address there, and we'll send a confirmation link to that address to complete the update.\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 guides the customer to update their email address following policy ACC-3.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-105"]}]},"after":{"reply":"Hello Elena,\n\nYou can update your email address directly in your account settings. Go to Account > Profile > Email, enter your new email address, and then confirm it using the verification link sent to that new address.\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 directs the customer to update their email address per ACC-3, matching policy and the correct resolution.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1240","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"email","name":"Hannah Ibrahim","country":"US","subject":"Still waiting: double charge on order AA-10761","body":"I am writing to you a second time about order AA-10761. I was charged twice for $119.00 each last week, and both charges are now officially showing on my statement. I need the extra charge refunded back to me immediately.\n\nHannah","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-10761","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z060205283804","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Hannah,\n\nThank you for reaching out, and I'm sorry to hear about the double charge on your order. I am escalating this to our support team right away so they can review the charges for order AA-10761 and process your refund as quickly as possible. 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-110","hc-116"]}]},"after":{"reply":"Hello Hannah,\n\nI reviewed order AA-10761 and confirmed that both charges of 119.0 posted on 2026-11-01. The duplicate charge has been refunded under refund ID RF-C59FF1 in the amount of 119.0. Your bank should reflect this refund within 5-10 business days.\n\nThank you for your patience!","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 details, and stated the correct 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-10761"},"output":{"ok":true,"order":{"order_id":"AA-10761","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z060205283804","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-10761"},"output":{"ok":true,"orders":[{"order_id":"AA-10761","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-C59FF1","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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1241","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Leila Romano","country":"US","subject":"Still locked out of my account","body":"I'm writing again because I still cannot get into my account. I tried entering my password a bunch of times and now the site says my account is locked. What now?\n\nLeila","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 Leila,\n\nI'm sorry to hear you're locked out of your account. Because our help articles don't cover unlocking accounts after multiple failed attempts, I'm passing this over to our support team so they can help get your account unlocked as quickly as possible.\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-112","hc-109","hc-111"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can click 'Forgot password' on the sign-in page to reset your password. Please note that the link we e-mail 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 automatic unlock policy and gives the clear 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-address"]},{"step":"check","problems":[]}]}},{"id":"T-1242","split":"dev","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Leila Okafor","country":"US","subject":"","body":"I'm looking at buying the Larch Insulated Parka, but what kind of warranty does it actually have?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Leila! 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 accurately provides the warranty policy as requested.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Our products come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items can be refunded or replaced directly. After 90 days, claims are passed to our warranty team for assistance.","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 reply accurately states the 2-year warranty policy and correctly provides details on how claims are handled.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty"]},{"step":"check","problems":[]}]}},{"id":"T-1243","split":"dev","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Tomas Haddad","country":"US","subject":"rain jacket not waterproof anymore","body":"hey rain jacket isn't beading water anymore. how do i wash it / make it waterproof again? in a rush thanks\n\ntomas","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Tomas,\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 the jacket, our knowledge base doesn't have specific instructions for that, so I've forwarded your message 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-125","hc-119"]}]},"after":{"reply":"Hi Tomas,\n\nTo restore your jacket's water repellency, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the water-repellent (DWR) coating so it will bead 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 accurately provides the re-waterproofing instructions according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-care","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1244","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Theo Patel","country":"US","subject":"","body":"Card was charged $34.95 today but no confirmation email came through. Did my order go through under theo.patel19@mail.example?","gold":"Yes: order AA-27397 (Cairn Beanie) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-27397","status":"processing","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":null,"tracking":null,"ordered":"2026-11-10","shipped":null,"delivered":null,"last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo! While I recommend checking your spam or junk folder just in case your confirmation email landed there, I can't directly check your account or order history to verify the charge. I'm handing this over to our support team right now so they can look into your order under theo.patel19@mail.example and get back to you!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-112","hc-104"]}]},"after":{"reply":"Yes, your order went through! Order AA-27397 for the Cairn Beanie (total: $34.95) was placed on 2026-11-10 and is currently processing. If you need to check or update the email address on your account, you can go to Account > Profile > Email, enter the new address, and confirm it through the link sent to that 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 that the order went through, references the correct details, and provides helpful next steps without violating policy.","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-27397","status":"processing","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"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-double-charge","kb-returns","kb-password"]},{"step":"check","problems":[]}]}},{"id":"T-1245","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Sofia Kowalski","country":"US","subject":"Payment error PAY-17","body":"Hello,\n\nI have tried placing an order three times using different cards, and every single time the payment fails with error PAY-17. I really want to buy today. Please look into this.\n\nSofia","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Sofia,\n\nI'm sorry to hear you're running into error PAY-17 when trying to place your order. Our help center doesn't currently have information regarding this specific payment error, so I've escalated your issue to our support team. A team member will look into this and get back to you as soon as possible to help complete your purchase.\n\nBest regards,\nAlder & Ash Support","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-108","hc-123"]}]},"after":{"reply":"Thanks, Sofia. 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.","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-1246","split":"holdout","intent":"shipping","scenario":"s_free","label":"Free-shipping threshold","expected":"resolve","channel":"email","name":"Lena Novak","country":"US","subject":"Question about free shipping","body":"Hello, I am US customer and my cart is currently $54. Is shipping free for this, or what is the minimum amount for get free shipping?\n\nThank you,\nLena","gold":"US standard shipping is free on orders over $75; below that it costs $6.95.","order":null,"before":{"reply":"Hi Lena,\n\nYes, your order qualifies for free shipping! 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 stated that free shipping applies to orders over $50, whereas policy stipulates it is free only on 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-114","hc-107"]}]},"after":{"reply":"Hello Lena,\n\nStandard shipping is not free for a $54 order. In the US, standard shipping is free on orders over $75; otherwise, it is $6.95. Alternatively, Express shipping is free for Ash Club members (membership is $8 per month).\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 accurately explains the US shipping threshold and costs 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-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1247","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Omar Tanaka","country":"US","subject":"Canceling Ash Club membership","body":"I am following up on this again. I want to cancel my Ash Club membership, and I need to know whether I get my money back for the rest of this month.\n\nOmar","gold":"Cancel any time in Account > Membership; benefits run to the end of the paid month; no partial refunds.","order":null,"before":{"reply":"Hi Omar, I have escalated your request to our support team so they can process the cancellation of your Ash Club membership and let you know about any refund options for the remainder of the month. 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-114","hc-115","hc-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. Your benefits will continue to run to the end of the month you paid for; there are no partial refunds.","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 answers the customer's question following policy BIL-2 without errors or invented details.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1248","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Priya Romano","country":"US","subject":"","body":"Following up again on the Kettle Wool Gloves from order AA-74575 bought about 13 months ago. The main zip failed. Is this covered?","gold":"Defect after 90 days (416 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-74575","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z423226298850","ordered":"2025-09-15","shipped":"2025-09-16","delivered":"2025-09-20","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, thanks for reaching out. I'm going to connect you with a member of our support team who can look into your order and let you know about coverage for your gloves.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-108","hc-103"]}]},"after":{"reply":"Thanks, Priya. 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-74575. They'll see everything you've told me, so you won't need to repeat it.","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-74575"},"output":{"ok":true,"order":{"order_id":"AA-74575","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z423226298850","ordered":"2025-09-15","shipped":"2025-09-16","delivered":"2025-09-20","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":416,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-74575","reason":"defective"},"output":{"order_id":"AA-74575","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":416,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1249","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Elena Tanaka","country":"US","subject":"Duplicate charge on order AA-65006","body":"Hello,\n\nI checked my bank app and noticed two charges of $139.00 for my single order AA-65006. Could you please review this and refund one of the charges?\n\nThank you,\nElena","gold":"One charge of $139.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-65006","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z031488744306","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Elena, thanks for reaching out. I've handed this over to our support team so they can review order AA-65006, look into the duplicate charge, 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-117","hc-118"]}]},"after":{"reply":"Hello Elena,\n\nI checked the charges for order AA-65006. There is one posted charge of $139.0 and one pending authorization of $139.0 from 2026-11-09.\n\nThe pending authorization is not a completed charge and will drop off within 3-5 business days, so there is nothing to refund. Once it drops off, only the single posted charge will remain on your statement.\n\nThank you for reaching out!","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 within 3-5 business days, fully resolving the inquiry according to policy BIL-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-65006"},"output":{"ok":true,"order":{"order_id":"AA-65006","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z031488744306","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-65006"},"output":{"ok":true,"orders":[{"order_id":"AA-65006","charges":[{"amount":139.0,"date":"2026-11-09","state":"posted"},{"amount":139.0,"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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1250","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Ethan Romano","country":"US","subject":"Regarding Cairn Beanie - order AA-93030","body":"I am writing again regarding the Cairn Beanie from order AA-93030 that I bought about 6 months ago. The main zip failed. Is it covered?\n\nEthan","gold":"Defect after 90 days (193 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-93030","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z001620121575","ordered":"2026-04-26","shipped":"2026-04-27","delivered":"2026-05-01","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan,\n\nThanks for reaching out. I'm going to connect you with our support team so they can review the issue with your Cairn Beanie and let you know about your options for coverage. 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-108","hc-110","hc-123"]}]},"after":{"reply":"Thanks, Ethan. 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-93030. They'll see everything you've told me, so you won't need to repeat it.","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-93030"},"output":{"ok":true,"order":{"order_id":"AA-93030","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z001620121575","ordered":"2026-04-26","shipped":"2026-04-27","delivered":"2026-05-01","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":193,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-93030","reason":"defective"},"output":{"order_id":"AA-93030","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":193,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1251","split":"holdout","intent":"shipping","scenario":"s_express","label":"Express shipping","expected":"resolve","channel":"chat","name":"Ethan Patel","country":"US","subject":"","body":"Hey there, so I'm based here in the US and I'm looking at getting one of your jackets because I have this upcoming trip planned for this weekend. I really need to have it in hand before I head out, so I was wondering how fast your express shipping actually is and what it costs?","gold":"Express (US): 1-2 business days for $18, free for Ash Club members.","order":null,"before":{"reply":"Express shipping within the US costs $15. However, our articles don't specify the exact delivery timeframe for express shipping, so I'm connecting you with our support team to get that confirmed for your trip!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-106","hc-116","hc-107"]}]},"after":{"reply":"For US orders, express shipping takes 1-2 business days and costs $18. It is free for Ash Club members.","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 concisely answers the customer's questions about US express shipping speed and cost 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-double-charge","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1252","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"chat","name":"Aisha Haddad","country":"US","subject":"","body":"Hello, the tracking for my order AA-50313 says it has been 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-50313","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z309034878810","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 Aisha, we're sorry to hear that! Since you've already checked with your neighbors, please also be sure to check around your property. If your 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, Aisha. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-50313. They'll see everything you've told me, so you won't need to repeat it.","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-50313"},"output":{"ok":true,"order":{"order_id":"AA-50313","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z309034878810","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-1253","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Jake Brooks","country":"US","subject":"Warranty question for Larch Insulated Parka","body":"Hello,\n\nI am looking at purchasing the Larch Insulated Parka and would like to check what kind of warranty it comes with before placing an order.\n\nThank you,\nJake","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Jake,\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 warranty question according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-108","hc-109"]}]},"after":{"reply":"Hello Jake,\n\nOur products, including the Larch Insulated Parka, come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that period, claims are 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":"The bot accurately provides the warranty policy and defective item resolution timeline directly answering the customer's question.","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-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1254","split":"dev","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"email","name":"Sofia Walsh","country":"EU","subject":"Second request: VAT invoice for order AA-67662","body":"Hi,\n\nI am writing again because I still have not received the VAT invoice for order AA-67662. I urgently need this for my company expenses, so please send it over right away.\n\nSofia","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-67662","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD092714281358","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Sofia,\n\nIf you are a UK or EU customer, you can download your VAT invoice directly from your account. Simply go to Orders, select order AA-67662, 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 guides the customer to download the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-116","hc-109","hc-108"]}]},"after":{"reply":"Hi Sofia,\n\nYou can download your VAT invoice directly from your account. Please go to Orders > select order AA-67662 > 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 the VAT invoice according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"none","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-67662"},"output":{"ok":true,"order":{"order_id":"AA-67662","status":"delivered","country":"EU","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"DHL","tracking":"JD092714281358","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-not-received","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1255","split":"dev","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Kofi Lindqvist","country":"US","subject":"Checkout address issue","body":"Hi Alder & Ash team,\n\nI was just going through checkout on your site and noticed that the saved address field displayed someone else's name and street address. Just wanted to let you know so it can be looked into!\n\nBest regards,\nKofi","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Kofi,\n\nThank you for alerting us to this issue. Because this requires our team to look into your account and our checkout system directly, I'm handing this over to our support team right away so they can investigate. 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-112","hc-110","hc-124"]}]},"after":{"reply":"Thanks, Kofi. 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.","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-1256","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"email","name":"Emma Romano","country":"US","subject":"chnage adress aa-69040","body":"hi need to chnage delivery adress for order AA-69040 just moved flats and not sure if it shipped yet thx emma","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 1Z716182327990.","order":{"order_id":"AA-69040","status":"in_transit","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z716182327990","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma, thanks for reaching out. I'm passing your request to our support team right away so they can help update the delivery address for order AA-69040 before it ships.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-105"]}]},"after":{"reply":"Your order AA-69040 has already shipped and is currently in transit with UPS (tracking number 1Z716182327990). Because the order has shipped, we are unable to change the address on our end. However, you can contact the carrier, UPS, directly to request a package redirection using your tracking number 1Z716182327990.","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 already shipped, explained that the address cannot be changed by Alder & Ash, and provided the carrier and tracking number along with the instruction 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-69040"},"output":{"ok":true,"order":{"order_id":"AA-69040","status":"in_transit","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z716182327990","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-damaged","kb-address","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1257","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Liam Kowalski","country":"US","subject":"Ash Club charge","body":"I saw an $8 charge for Ash Club, but I thought membership was $6. Which is right?\n\nLiam","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Liam,\n\nAsh Club membership is currently $8 per month. The $8 charge you saw is correct, as our membership pricing was updated from the previous $6/month rate.\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 membership pricing was previously $6 per month and was updated, which is not stated in company policy or records.","quote":"The $8 charge you saw is correct, as our membership pricing was updated from the previous $6/month rate."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-121"]}]},"after":{"reply":"Hi Liam,\n\nAsh Club costs $8 per month, not $6. Membership includes free express shipping and 10% off full-price items.\n\nYou can manage or cancel your membership at any time by going to Account > Membership. If you decide to cancel, your benefits will continue to run to the end of the month you paid for (partial refunds are not provided).\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 correctly confirms the membership cost according to policy and provides the requested information clearly.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1258","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"chat","name":"Tomas Kowalski","country":"US","subject":"","body":"Hello, the main zip on the Summit 28L Daypack from my order AA-87909 has failed. I bought it about 13 months ago, and I was wondering if this is covered?","gold":"Defect after 90 days (395 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-87909","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z282383337470","ordered":"2025-10-06","shipped":"2025-10-07","delivered":"2025-10-11","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hello Tomas, I'm sorry to hear that the zipper on your daypack failed! We don't have information about warranty coverage in our help center, so I'm connecting you with a member of our support team who can look into your order and help you with this.","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, Tomas. 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-87909. They'll see everything you've told me, so you won't need to repeat it.","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-87909"},"output":{"ok":true,"order":{"order_id":"AA-87909","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z282383337470","ordered":"2025-10-06","shipped":"2025-10-07","delivered":"2025-10-11","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":395,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-87909","reason":"defective"},"output":{"order_id":"AA-87909","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":395,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1259","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Omar Hughes","country":"US","subject":"Coverage question: Basecamp Merino Tee (order AA-19099)","body":"Hello,\n\nI am reaching out regarding the Basecamp Merino Tee that I purchased about 12 months ago under order AA-19099. I was getting ready to use it recently, but unfortunately the main zip failed completely. I've had it in rotation for about a year now, so I wanted to check in with customer support to see if this issue is covered.\n\nThanks,\nOmar","gold":"Defect after 90 days (385 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-19099","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z160134354087","ordered":"2025-10-16","shipped":"2025-10-17","delivered":"2025-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar,\n\nThanks for reaching out! I'm going to connect you with our support team so they can look into your order and help you with warranty and coverage options for your Basecamp Merino Tee. 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-108","hc-116","hc-123"]}]},"after":{"reply":"Thanks, Omar. 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-19099. They'll see everything you've told me, so you won't need to repeat it.","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-19099"},"output":{"ok":true,"order":{"order_id":"AA-19099","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z160134354087","ordered":"2025-10-16","shipped":"2025-10-17","delivered":"2025-10-21","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":385,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-19099","reason":"defective"},"output":{"order_id":"AA-19099","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":385,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1260","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Ben Haddad","country":"US","subject":"","body":"I'm asking again because promo code WELCOME10 keeps saying 'invalid' at checkout. I have a clearance item in my cart and I also tried a second code, but nothing works. I think your site is 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 Ben, only one promo code can be used per order, and promo codes cannot be applied to clearance items since they are considered final sale. That is why the code isn't working on your current cart.","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 not applying to clearance items and the limit of one code per order.","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 only one promo code can be used per order (codes cannot be combined with other offers). If you remove the clearance item and enter only one promo code at checkout, it should apply properly.","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 not applying to clearance items and the limit of one code per order, giving clear instructions on how to proceed.","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-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1261","split":"holdout","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Jonas Larsen","country":"US","subject":"Faulty item in order AA-45993","body":"A seam is coming apart on the Tarn Fleece from order AA-45993, which I received 35 days ago. I want a refund or a replacement.\n\nJonas","gold":"Defective within 90 days of delivery (2026-10-06): refund $89.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-45993","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z258073652855","ordered":"2026-10-01","shipped":"2026-10-02","delivered":"2026-10-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, I'm sorry to hear about the issue with your Tarn Fleece! Since your order AA-45993 was delivered within our 60-day return and exchange window, I've passed your request to our support team so they can provide you with a return label and assist with your replacement or refund.","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":"Hello Jonas,\n\nI am sorry to hear about the defective seam on your Tarn Fleece. Because the defect developed within 90 days of delivery, you are eligible for a full refund and you do not need to send the item back.\n\nA refund of $89.0 has been issued to your original payment method under refund ID RF-F9FEE0. Your bank should reflect this within 5-10 business days.\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 identified that the item is defective within 90 days, issued the refund without requiring a return in accordance with policy, and provided clear timing 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-45993"},"output":{"ok":true,"order":{"order_id":"AA-45993","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z258073652855","ordered":"2026-10-01","shipped":"2026-10-02","delivered":"2026-10-06","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":35,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-45993","reason":"defective"},"output":{"order_id":"AA-45993","item":"Tarn Fleece","amount":89.0,"final_sale":false,"days_since_delivery":35,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-F9FEE0","note":"refund to original payment; bank shows it in 5-10 business days"}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-not-received","kb-damaged","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1262","split":"holdout","intent":"billing","scenario":"b_vat","label":"VAT invoice","expected":"resolve","channel":"chat","name":"Tomas Patel","country":"EU","subject":"","body":"I still need the VAT invoice for order AA-34151. I have to submit this for my company expenses right away.","gold":"Orders > select the order > Download invoice.","order":{"order_id":"AA-34151","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"DHL","tracking":"JD656572289965","ordered":"2026-10-29","shipped":"2026-10-30","delivered":"2026-11-05","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, you can download your VAT invoice directly from your account. Just head to Orders, select order AA-34151, 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":"retrieve","kb":"v1","articles":["hc-116","hc-121","hc-108"]}]},"after":{"reply":"You can download your VAT invoice directly from your account. Go to Orders > select order AA-34151 > 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 provided the correct policy-compliant steps 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-34151"},"output":{"ok":true,"order":{"order_id":"AA-34151","status":"delivered","country":"EU","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"DHL","tracking":"JD656572289965","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-app","kb-tracking","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1263","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Clara Lindqvist","country":"US","subject":"","body":"I'm asking again because I still have no answer: my card was charged $289.00 today but I received no confirmation email. Did my order actually go through? I don't have an order number, my email is clara.lindqvist13@mail.example.","gold":"Yes: order AA-33258 (Larch Insulated Parka) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-33258","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 Clara, I'm sorry for the frustration and that you haven't received your confirmation email yet. Since I can't look into your billing and account details directly, I'm handing this over to our support team right now so they can verify your order and get this sorted out for you.","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":"Yes, your order went through! Your order number is AA-33258, placed on 2026-11-10 for the Larch Insulated Parka ($289.0). It is currently processing.","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-33258","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-not-received","kb-address","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1264","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"chat","name":"Mateo Costa","country":"US","subject":"","body":"Hi there! I forgot my password, and the reset link I received yesterday says it has already expired. Could you help me out with a new one?","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Mateo! Password reset links are valid for 30 minutes. You can easily request a new link by clicking 'Forgot password' on the sign-in page, and we'll email you a fresh one 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 informs the customer that password reset links expire after 30 minutes and gives clear instructions to request a new one via the sign-in page.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-109"]}]},"after":{"reply":"To get a new reset link, please click 'Forgot password' on the sign-in page. We will e-mail you a new link, 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 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","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1265","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Theo Bennett","country":"US","subject":"URGENT: Order AA-87165","body":"I am writing to you again regarding order AA-87165. If this is not sorted out today, I will be filing a chargeback and dispute with my bank.\n\nTheo","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-87165","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z912332964423","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Theo,\n\nI'm so sorry for the frustration this has caused. I have escalated this directly to our support team so a team member can look into order AA-87165 and get this resolved for 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, Theo. 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.","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-1266","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"chat","name":"Sofia Costa","country":"US","subject":"","body":"typrd my passwrod a bunch of times and now it says my accoutn 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 your account is locked! Since I don't have access to unlock accounts directly, I'm handing this over to our support team so they can help you regain access right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":[]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can try signing in again, or click 'Forgot password' on the sign-in page to reset your password. Please note that the password 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 correctly explains that the account locks for 15 minutes and unlocks automatically, and provides the concrete next step to use Forgot 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"]},{"step":"check","problems":[]}]}},{"id":"T-1267","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Chloe Meyer","country":"US","subject":"Status of order AA-35161","body":"I am contacting you again because order AA-35161 shipped ages ago and the tracking has not moved in over a week now. I am very worried that the package is lost.\n\nChloe","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-35161","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z939171947975","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Chloe, I'm sorry to hear that your tracking hasn't updated in over a week. Since our help articles don't cover stalled shipments, I'm handing this over to our support team so they can investigate order AA-35161 with the carrier 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, 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-35161. They'll see everything you've told me, so you won't need to repeat it.","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-35161"},"output":{"ok":true,"order":{"order_id":"AA-35161","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z939171947975","ordered":"2026-10-22","shipped":"2026-10-23","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-1268","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Mia Haddad","country":"US","subject":"Return request for order AA-48020","body":"Hello, I received my order AA-48020 about 1 week ago, but I have decided that I've simply changed my mind about the purchase. I would like to return the Switchback Rain Jacket for a full refund. It has never been worn at all and all the original tags are still attached to it just like when it arrived.\n\nThanks,\nMia","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 $139.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-48020","status":"delivered","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z222629431600","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia,\n\nThanks for reaching out! Since your item is unworn with tags attached and within the 30-day return window, you're eligible for a full refund to your original payment method. I'm passing your request to our support team so they can generate and send your 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 Mia,\n\nYour return for the Switchback Rain Jacket (order AA-48020) has been started under RMA reference RMA-E94172. Because your order was delivered 4 days ago and is within our 30-day window, it is eligible for return.\n\nA free prepaid return label has been e-mailed to you. Once your return reaches our warehouse, your refund of $139.0 will be issued within 2 business days, and your bank will take 5-10 business days to show it 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 confirms eligibility, issues the return instructions with a free US prepaid label, and provides accurate refund timelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-48020"},"output":{"ok":true,"order":{"order_id":"AA-48020","status":"delivered","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z222629431600","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-48020","reason":"change_of_mind"},"output":{"order_id":"AA-48020","item":"Switchback Rain Jacket","amount":139.0,"final_sale":false,"days_since_delivery":4,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-E94172","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"]},{"step":"check","problems":[]}]}},{"id":"T-1269","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Yuki Larsen","country":"US","subject":"Having trouble with checkout error PAY-17","body":"Hello Alder & Ash team! I'm trying to complete an order today, but my payment has failed three times with error PAY-17, even though I tried different cards. Could you please help me figure out what's going on so I can place my order today?\n\nBest,\nYuki","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Yuki,\n\nI'm sorry to hear you're running into error PAY-17 at checkout! I don't have information on this specific payment error, so I'm passing your message over to our support team so they can look into your account and help you complete your order.\n\nA 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-113","hc-121"]}]},"after":{"reply":"Thanks, Yuki. 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.","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-1270","split":"holdout","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Omar Fischer","country":"US","subject":"Question for order AA-86336","body":"Hello, my order AA-86336 is shipped ages ago, but the tracking is not moving since more than one week. I am worried very much that it is lost.\n\nOmar","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-86336","status":"in_transit","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z718886753266","ordered":"2026-10-27","shipped":"2026-10-28","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar, thank you for reaching out. I'm sorry to hear that your tracking hasn't updated and understand your concern. Since our articles don't cover stalled or potentially lost shipments, I am handing your request over to our support team so they can investigate order AA-86336 for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-117","hc-110"]}]},"after":{"reply":"Thanks, Omar. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-86336. They'll see everything you've told me, so you won't need to repeat it.","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-86336"},"output":{"ok":true,"order":{"order_id":"AA-86336","status":"in_transit","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z718886753266","ordered":"2026-10-27","shipped":"2026-10-28","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-1271","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"email","name":"Mia Keller","country":"US","subject":"Updating my account email address","body":"Hi there,\n\nI was looking through my account settings because I recently started a new job and I'm trying to consolidate everything onto my new work address. I want to change the primary email address on my Alder & Ash account to this new work email, but I wasn't entirely sure how to get that updated properly on your end or if I need to confirm it somehow. Could you please help me switch it over?\n\nThanks,\nMia","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"Hi Mia,\n\nCongratulations on the new job! You can easily update your email address by going to Account > Profile > Email and entering your new address. Once you've entered it, we'll send a confirmation link to your new email address 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 reply accurately explains the policy steps to change the account email address and confirms the process via the link sent to the new address.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-126"]}]},"after":{"reply":"Hi Mia,\n\nTo update your email address, go to Account > Profile > Email and enter your new address. After submitting it, you will need to confirm the change through the link we send to your new email address.\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 and accurately provides the instructions 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-club","kb-privacy"]},{"step":"check","problems":[]}]}},{"id":"T-1272","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Marco Silva","country":"UK","subject":"","body":"Hi, I placed order AA-26260 about 2 days ago and I was just sitting here checking my inbox to see where it is, but I haven't seen an update yet and have no idea if it actually shipped out or what the status is.","gold":"In transit with Royal Mail, tracking RM328629937574, shipped 2026-11-09, last scan today; standard to the UK is 4-7 business days.","order":{"order_id":"AA-26260","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Royal Mail","tracking":"RM328629937574","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! You can track your order using the link provided in your shipping confirmation email. If you haven't seen it in your inbox yet, be sure to check your spam folder just in case it landed there!","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.","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-118"]}]},"after":{"reply":"Your order AA-26260 has shipped and is currently in transit. It was shipped on 2026-11-09 with Royal Mail under tracking number RM328629937574. The most recent scan was on 2026-11-10. You can track its progress directly through Royal Mail 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-26260"},"output":{"ok":true,"order":{"order_id":"AA-26260","status":"in_transit","country":"UK","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"Royal Mail","tracking":"RM328629937574","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-app","kb-address","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1273","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"chat","name":"Grace Patel","country":"US","subject":"","body":"Hello, I received order AA-10504 about 19 days ago, but the zip on the Scree Trail Pants unfortunately broke on only the second use. Would it be possible to get a refund or a replacement for them?","gold":"Defective within 90 days of delivery (2026-10-22): refund $98.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-10504","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z173005957216","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry to hear that the zipper broke on your Scree Trail Pants! Because our standard return policy specifies items should be unworn, I'm passing your request over to our support team so they can review this and help you with a refund or replacement for the faulty item. 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-103","hc-110","hc-101"]}]},"after":{"reply":"I'm sorry to hear that the zipper broke on your Scree Trail Pants. Since the item is defective within 90 days of delivery, a refund has been issued for $98.0 to your original payment method under refund ID RF-4C6D16, and no return is needed. Your bank will take 5-10 business days to show the refund.","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 according to policy by confirming the refund for the defective item without requiring a return and citing accurate bank processing timelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-10504"},"output":{"ok":true,"order":{"order_id":"AA-10504","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z173005957216","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-10504","reason":"defective"},"output":{"order_id":"AA-10504","item":"Scree Trail Pants","amount":98.0,"final_sale":false,"days_since_delivery":19,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-4C6D16","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-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1274","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Zoe Romano","country":"US","subject":"Order AA-50011 - URGENT","body":"I am writing to you again regarding order AA-50011. If this issue is not sorted out today, I will be filing a chargeback and disputing the charge directly with my bank.\n\nZoe","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-50011","status":"delivered","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z255045011731","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe,\n\nI'm so sorry to hear you're experiencing an ongoing issue with order AA-50011. I am escalating this directly to our support team right now so someone can look into your order and assist you as quickly as possible 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, Zoe. 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.","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-1275","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Zoe Haddad","country":"US","subject":"Second attempt: Lost package for order AA-93003","body":"I am contacting you again because order AA-93003 shipped ages ago and the tracking hasn't moved in over a week. I am really worried that the package is lost and need someone to look into this.\n\nZoe","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-93003","status":"in_transit","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z549980603343","ordered":"2026-10-22","shipped":"2026-10-23","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe, thank you for reaching out. I'm sorry to hear that your tracking hasn't updated and your package may be lost. I'm handing this over to our support team right now so someone can look into order AA-93003 for you. A team member will be in touch shortly to assist!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-108","hc-110"]}]},"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-93003. They'll see everything you've told me, so you won't need to repeat it.","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-93003"},"output":{"ok":true,"order":{"order_id":"AA-93003","status":"in_transit","country":"US","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"UPS","tracking":"1Z549980603343","ordered":"2026-10-22","shipped":"2026-10-23","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-1276","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"chat","name":"Felix Silva","country":"US","subject":"","body":"I am contacting you again about order AA-74397. If this is not sorted today, I am going to file a chargeback and dispute it with my bank.","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-74397","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z526860412219","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. I am escalating your message directly to our support team right now so someone can look into order AA-74397 and 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-109","hc-110"]}]},"after":{"reply":"Thanks, Felix. 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.","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-1277","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Nora Meyer","country":"US","subject":"Gift card validity","body":"I got a gift card two years ago and need to know if it still works. \n\nNora","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Nora,\n\nOur gift cards expire 12 months after purchase, so a card from two years ago is unfortunately no longer 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 that gift cards expire after 12 months, contradicting policy HOW-4 which states gift cards never expire.","quote":"Our gift cards expire 12 months after purchase, so a card from two years ago is unfortunately no longer valid."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-124","hc-109"]}]},"after":{"reply":"Hi Nora,\n\nYes, your gift card still works! Our gift cards never expire. Please note that they cannot be used to pay for Ash Club.\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 accurately confirms that gift cards never expire per policy [HOW-4] and notes that they cannot be used to pay for Ash Club.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-damaged","kb-address","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1278","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"chat","name":"Ethan Walsh","country":"US","subject":"","body":"Hey there, I received order AA-62318 about 3 weeks ago with the Scree Trail Pants, but when I tried them on they just did not fit me right at all. They have never been worn out, the tags are still completely on, and I'd really like to return them for a refund if possible.","gold":"Eligible: delivered 2026-10-23 (18 days ago), within the 30-day window, not final sale. Start the return (Orders > Start a return, label e-mailed; free US label). Refund $98.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-62318","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z177595372959","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan, you can definitely return the pants! You can return any unworn item within 60 days of delivery for a full refund. To get started, please send an email to help@alderash.example with your order number (AA-62318), and our team will send over a return label. Once we receive your return, please allow up to 14 days for the refund to be processed.","handoff":false,"route":"answer","checks":[{"name":"No stale or wrong policy facts","passed":false,"evidence":"60 days","detail":"60-day return window (stale)"},{"name":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"fail","failure_type":"wrong_fact","reason":"The return policy allows returns within 30 days of delivery, not 60 days, and returns are started under Orders > Start a return rather than by emailing support.","quote":"You can return any unworn item within 60 days of delivery for a full refund."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-109","hc-103","hc-101"]}]},"after":{"reply":"Your Scree Trail Pants from order AA-62318 are eligible for return, and your return has been started (RMA-D87A78). Since this is a US order, your prepaid return shipping label is free and has been emailed to you. Alternatively, you can access return details by going to Orders > select the order > Start a return.\n\nOnce your return arrives at our warehouse, your refund of $98.0 to your original payment method will be issued within 2 business days. It then takes 5-10 business days for your bank to show it.","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-62318"},"output":{"ok":true,"order":{"order_id":"AA-62318","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z177595372959","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-62318","reason":"change_of_mind"},"output":{"order_id":"AA-62318","item":"Scree Trail Pants","amount":98.0,"final_sale":false,"days_since_delivery":18,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-D87A78","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-privacy","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1279","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Felix Novak","country":"US","subject":"double charge on order AA-78377","body":"hi my bank app shows two charges of $229.00 for order AA-78377 please refund one of them thanks felix","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-78377","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z712328608627","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, thanks for reaching out. I'm handing this over to our support team so they can investigate the duplicate charge for order AA-78377 and help 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-118"]}]},"after":{"reply":"Hi Felix,\n\nI looked into order AA-78377, and our records show one posted charge of $229.0 on 2026-11-09 and one pending authorization of $229.0 on 2026-11-09. \n\nThe pending authorization is not a duplicate charge and will drop off within 3-5 business days, so there is nothing 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 correctly identified that one charge is pending and will automatically drop off within 3-5 business days 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-78377"},"output":{"ok":true,"order":{"order_id":"AA-78377","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z712328608627","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-78377"},"output":{"ok":true,"orders":[{"order_id":"AA-78377","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-promo","kb-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1280","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Omar Ibrahim","country":"US","subject":"","body":"I'm asking again about order AA-34912. I was charged twice for $119.00 each last week and both charges are showing on my statement now. I need the extra charge refunded back.","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-34912","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z286481400872","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Omar, I'm sorry to hear that you were charged twice for your order. I am escalating this to our support team right now so a team member can look into the duplicate charge for order AA-34912 and process your refund.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-102","hc-110"]}]},"after":{"reply":"I have reviewed your account, and both charges of 119.0 on 2026-11-01 for order AA-34912 were confirmed as posted. The duplicate charge has been refunded under refund ID RF-8AC611 for the amount of 119.0. 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 duplicate charges had posted, refunded the duplicate charge of $119.00, provided the refund ID, and informed the customer of the 5-10 business day timeline for their bank to process it.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-34912"},"output":{"ok":true,"order":{"order_id":"AA-34912","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z286481400872","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-34912"},"output":{"ok":true,"orders":[{"order_id":"AA-34912","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-8AC611","amount":119.0,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-damaged","kb-tracking","kb-warranty"]},{"step":"check","problems":[]}]}},{"id":"T-1281","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"chat","name":"Clara Keller","country":"US","subject":"","body":"Hello, I want refund for Larch Insulated Parka ($289) from my order AA-25399. The jacket is too big for me and unworn. I received it 20 days ago.","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-25399","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z177719589521","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara! Since your item is unworn and within our 60-day return window, you're eligible for a full refund. To get your return label and start the process, please email help@alderash.example with your order number (AA-25399). Once we receive your return, please allow up to 14 days for your refund to be processed.","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, Clara. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-25399. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-2AC94E.","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-25399"},"output":{"ok":true,"order":{"order_id":"AA-25399","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z177719589521","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-25399","reason":"change_of_mind"},"output":{"order_id":"AA-25399","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":20,"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-2AC94E","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1282","split":"dev","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Zoe Patel","country":"US","subject":"Order AA-23826 issue","body":"Hi there, I am writing to you regarding my order AA-23826 because this whole situation has been a complete nightmare from start to finish. I really hate having to reach out like this, but I've reached my limit. If this whole matter is not sorted out today, I am going straight to my bank to file a chargeback and dispute the entire charge. Please fix this today. Zoe","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-23826","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z646205838260","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Zoe, I am so sorry to hear about the trouble you've experienced with your order AA-23826. I am escalating this directly to our support team right now so someone can look into your order and assist you with resolving this as soon as possible.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-118"]}]},"after":{"reply":"Thanks, Zoe. 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.","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-1283","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Elena Keller","country":"US","subject":"Trouble with promo code at checkout","body":"Hi Alder & Ash team! I'm trying to place an order, but when I enter the promo code FALLFRIENDS at checkout, it tells me the code is 'invalid'. I do have a clearance item in my cart, and I also tried putting in a second code to see if that worked, but no luck. I'm wondering if maybe the site is broken? Thanks so much, Elena","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 Elena! A couple of things to keep in mind regarding promo codes: only one promo code can be applied per order, and promo codes cannot be applied to clearance items since they are final sale.\n\nHowever, because the code \"FALLFRIENDS\" is coming up as invalid, I'm handing your message over to our support team so they can check on that specific code and assist you further!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-115"]}]},"after":{"reply":"Hi Elena,\n\nOur system allows only one promo code per order, and promo codes cannot be combined with other offers. In addition, promo codes do not apply to final-sale items (such as clearance items).\n\nPlease make sure you are applying only one valid promo code 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 reply correctly explains promo code policy regarding one code per order and clearance exclusions, and gives clear 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-email","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1284","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Clara Costa","country":"US","subject":"Question about Ash Club charge","body":"Hello, I check my statement and saw charge for $8 for Ash Club. But I was thinking membership is $6 cost. Can you please tell me which is right? Thank you, Clara","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Clara,\n\nThanks for reaching out! Ash Club membership is currently $8 per month, so the charge on your statement is correct. \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 correctly confirms the Ash Club membership fee according to policy BIL-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-121"]}]},"after":{"reply":"Hello Clara,\n\nAsh Club costs $8 per month. It includes free express shipping and 10% off full-price items.\n\nIf you ever wish 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, though there are no partial refunds.\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 correctly confirms that Ash Club costs $8 per month in accordance with policy BIL-1 and provides the customer with relevant membership details and next steps if needed.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1285","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"email","name":"Rosa Walsh","country":"US","subject":"Question about Ash Club and gift card","body":"Hello support, I want to ask if I can pay for Ash Club with a gift card? Also, do the gift cards expire? Thank you very much, Rosa","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Rosa,\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 handing this over to 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-123","hc-115","hc-114"]}]},"after":{"reply":"Hi Rosa,\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 in 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","kb-contact"]},{"step":"check","problems":[]}]}},{"id":"T-1286","split":"dev","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Ivy Novak","country":"US","subject":"Status of order AA-93851","body":"Hello, I placed order AA-93851 exactly 3 days ago because I have a big hiking weekend coming up and really need my gear in time. I've been checking my email constantly, including my spam folder, but I have no idea if it has shipped yet or what is happening with it. Could you please check where my order is? Thank you, Ivy","gold":"In transit with UPS, tracking 1Z243044823345, shipped 2026-11-08, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-93851","status":"in_transit","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z243044823345","ordered":"2026-11-07","shipped":"2026-11-08","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ivy, thanks for reaching out. Since you haven't received a shipping confirmation email and have already checked your spam folder, I'm passing your request over to our support team so they can look into order AA-93851 and provide an update on its status.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-110","hc-101"]}]},"after":{"reply":"Hello Ivy,\n\nYour order AA-93851 has shipped and is currently in transit. \n\nHere are the tracking details for your order:\n- Carrier: UPS\n- Tracking Number: 1Z243044823345\n- Shipped Date: 2026-11-08\n- Last Scan: 2026-11-10\n\nYou can track the package directly on the UPS website using tracking number 1Z243044823345 for the most up-to-date delivery estimates.\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":"The bot correctly identified that the order has shipped and is in transit, provided accurate tracking details and carrier info from the records, and gave the customer 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-93851"},"output":{"ok":true,"order":{"order_id":"AA-93851","status":"in_transit","country":"US","items":[{"name":"Switchback Rain Jacket","price":139.0,"final_sale":false}],"total":139.0,"carrier":"UPS","tracking":"1Z243044823345","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"]},{"step":"check","problems":[]}]}},{"id":"T-1287","split":"holdout","intent":"account","scenario":"a_locked","label":"Locked account","expected":"resolve","channel":"email","name":"Felix Walsh","country":"US","subject":"Account locked","body":"Tried my password a bunch of times and now the site says my account is locked. What now? Felix","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 Felix, thanks for reaching out. Because your account has been locked, I'm handing this over to our support team so they can help securely unlock it 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-112","hc-111"]}]},"after":{"reply":"After 5 failed sign-in attempts, your account locks for 15 minutes and then unlocks automatically. Once the 15 minutes have passed, you can try signing in again, or click 'Forgot password' on the sign-in page to reset your password. Please note that the password reset link we 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 'Forgot password' to reset credentials.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1288","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Ben Keller","country":"US","subject":"Double charge for order AA-43580","body":"Hi there! I was just looking at my bank app and noticed two separate charges of $48.95 for my order AA-43580. Could you please look into this and refund one of them for me? Thanks so much for your help! Best, Ben","gold":"One charge of $48.95 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-43580","status":"in_transit","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z368740262479","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben,\n\nThanks for reaching out! I'm passing this over to our support team so they can look into the duplicate charge for order AA-43580 and get that extra charge refunded for you. A team member will follow up shortly!","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-108","hc-117"]}]},"after":{"reply":"Hi Ben,\n\nI looked into order AA-43580 and checked the charges on your account. There is one posted charge of $48.95 and one pending authorization of $48.95 from 2026-11-09. \n\nBecause the second charge is a pending authorization rather than a posted charge, there is nothing to refund. Pending authorizations drop off within 3-5 business days.\n\nPlease let us know if you have any other questions!\n\nBest,\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 reply accurately explains that the second charge is a pending authorization that will drop off within 3-5 business days and that no refund is needed, adhering fully to 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-43580"},"output":{"ok":true,"order":{"order_id":"AA-43580","status":"in_transit","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z368740262479","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-43580"},"output":{"ok":true,"orders":[{"order_id":"AA-43580","charges":[{"amount":48.95,"date":"2026-11-09","state":"posted"},{"amount":48.95,"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-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1289","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Elena Novak","country":"US","subject":"refund aa-67268","body":"sent back kettle wool gloves order AA-67268 over a week ago and stil no refund on my card. where is the money? elena","gold":"Return received 2026-11-04; refund of $42.00 issued 2026-11-05 to the original payment method; banks take 5-10 business days to show it.","order":{"order_id":"AA-67268","status":"returned","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z066214942130","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 Elena, thanks for reaching out! Once 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 at our facility, 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 up to 14 days instead of 2 business days after receipt, and fails to inform the customer that their refund was already issued on 2026-11-05.","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 Elena,\n\nYour return for order AA-67268 was received on 2026-11-04, and your refund of $42.00 was issued to the original payment method on 2026-11-05. \n\nAfter a refund is issued, banks take 5-10 business days to post the funds to your account. If you do not see the $42.00 reflected on your card after 5-10 business days from 2026-11-05, please check with your card issuer or reach back out 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 correctly identified that the refund was issued, provided the exact amount, date, and expected bank processing timeline, along with 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-67268"},"output":{"ok":true,"order":{"order_id":"AA-67268","status":"returned","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z066214942130","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,"refund":{"amount_usd":42.0,"amount":"$42.00","issued":"2026-11-05","return_received":"2026-11-04","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-damaged","kb-refund-timing","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1290","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Clara Kowalski","country":"UK","subject":"Return request AA-61728","body":"I want to return the Cairn Beanie from order AA-61728 for a refund since it does not fit. It is never worn with tags on, and I got it about 3 weeks ago. Clara","gold":"Eligible: delivered 2026-10-26 (15 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 $28.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-61728","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM741295276291","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, thanks for reaching out. Since your Cairn Beanie is unworn with tags attached and within the 30-day return window, you're eligible for a full refund to your original payment method. I am handing this over to our support team so they can generate and send your return shipping label for order AA-61728.","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 Clara,\n\nYour return for the Cairn Beanie from order AA-61728 has been started under RMA RMA-027717. Because your item is unworn with tags and within the 30-day window from its delivery on 2026-10-26, it is eligible for a return.\n\nA prepaid return label has been e-mailed to you. For UK orders, a $7.95 label fee will be deducted from your refund. Once your return reaches our warehouse, your refund will be issued within 2 business days, and your bank will take 5-10 business days to show it 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 confirms eligibility under policy, explains that the return has been initiated with the prepaid label emailed, notes the UK return label fee deduction, and gives the full 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-61728"},"output":{"ok":true,"order":{"order_id":"AA-61728","status":"delivered","country":"UK","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":28.0,"carrier":"Royal Mail","tracking":"RM741295276291","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":15,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-61728","reason":"change_of_mind"},"output":{"order_id":"AA-61728","item":"Cairn Beanie","amount":28.0,"final_sale":false,"days_since_delivery":15,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-027717","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-giftcards"]},{"step":"check","problems":[]}]}},{"id":"T-1291","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Emma Haddad","country":"US","subject":"","body":"Hi there! I noticed I was charged twice ($119.00 each) for order AA-82699 last week, and both charges are showing up on my statement now. Could you please help me get the extra charge refunded?","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-82699","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z522117981297","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Emma, I'm sorry to hear that you were charged twice for your order! Since I'm unable to access billing details to reverse the extra charge directly, I'm handing this over to our support team right now. A team member will look into order AA-82699 and get back to you shortly to resolve this.","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've checked your account, and since both charges of $119.00 on 2026-11-01 have posted, the duplicate charge has been refunded (Refund ID: RF-E04244) in the amount of $119.0. Your bank will show it in 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 amount under $150, provided the refund details, and correctly stated the 5-10 business day timeline 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-82699"},"output":{"ok":true,"order":{"order_id":"AA-82699","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z522117981297","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-82699"},"output":{"ok":true,"orders":[{"order_id":"AA-82699","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-E04244","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-refund-timing","kb-sizing"]},{"step":"check","problems":[]}]}},{"id":"T-1292","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Noah Ibrahim","country":"US","subject":"","body":"Hi! I'm trying to decide on the Ridgeline Shell Jacket and I'm right between a size M and L. I usually wear a fleece under my jacket in the 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 Noah! Since you're between sizes and plan to wear layers like a fleece underneath, we recommend sizing up to a Large so you have a comfortable fit.","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 with layers in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"We recommend sizing up to a size Large! If you're between sizes on a shell jacket, sizing up ensures it fits comfortably over layers like a fleece. You can also check the size chart directly on the 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":"The bot correctly advises sizing up to Large for shell jackets to accommodate layers and references 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-double-charge","kb-app"]},{"step":"check","problems":[]}]}},{"id":"T-1293","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Lena Kowalski","country":"US","subject":"","body":"Hello, I bought the Scree Trail Pants in clearance sale with order AA-18959. But it doesn't fit me, so I want to send it back for get a refund please.","gold":"Not returnable: the Scree Trail Pants on AA-18959 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-18959","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":true}],"total":98.0,"carrier":"UPS","tracking":"1Z070530422402","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Lena, unfortunately, items purchased on clearance are final sale and cannot be returned or refunded. I'm sorry 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 final-sale clearance items cannot be returned or refunded, aligning with policy and the correct resolution.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-104","hc-103","hc-101"]}]},"after":{"reply":"Hello Lena, regarding your order AA-18959, the Scree Trail Pants are marked as final sale. According to our policy, final-sale items cannot be returned or refunded unless they arrive damaged or develop a defect. Because this item was purchased on final sale 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 informs the customer that the final-sale item cannot be returned or refunded due to company policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-18959"},"output":{"ok":true,"order":{"order_id":"AA-18959","status":"delivered","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":true}],"total":98.0,"carrier":"UPS","tracking":"1Z070530422402","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-18959","reason":"change_of_mind"},"output":{"order_id":"AA-18959","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"]},{"step":"check","problems":[]}]}},{"id":"T-1294","split":"dev","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"chat","name":"Ivy Moreau","country":"US","subject":"","body":"Hi! My card was charged $119.00 today, but I haven't received a confirmation email yet. I don't have an order number, but my email is ivy.moreau68@mail.example. Could you check if my order went through?","gold":"Yes: order AA-73896 (Summit 28L Daypack) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-73896","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 Ivy! Thanks for reaching out. Sometimes confirmation emails can land in your spam folder, but since you don't have an order number and need your order status verified after being charged, I'm handing this over to our support team so they can look into your account and confirm everything for you.","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 Ivy, I checked your account and your order did go through! Your order number is AA-73896 for the Summit 28L Daypack ($119.0), placed on 2026-11-10. It is currently processing and has not yet shipped. If you need to check or update your email address on file to receive updates, you can go to Account > Profile > Email, enter the new address, and confirm it through the 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":"","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-73896","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":"retrieve","kb":"v2","articles":["kb-email","kb-not-received","kb-double-charge","kb-tracking"]},{"step":"check","problems":[]}]}},{"id":"T-1295","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Omar Patel","country":"US","subject":"Payment issue - error PAY-17","body":"Hi Alder & Ash team,\n\nI'm trying to place an order today, but my payment keeps failing with error PAY-17. I've tried three times using different cards and got the same message each time. Could you help me get this sorted out so I can complete my purchase today?\n\nThanks,\nOmar","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Omar,\n\nI'm sorry to hear you're experiencing error PAY-17 while trying to place your order. Our help center doesn't have information on this specific payment error, so I'm passing your request 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-114","hc-102"]}]},"after":{"reply":"Thanks, Omar. 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.","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-1296","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Sofia Silva","country":"US","subject":"Wrong address showing at checkout","body":"Hello Alder & Ash,\n\nI am trying to buy something today, but at checkout the saved address showed someone else name and street. This is not my information. Can you please check what is happening?\n\nThank you,\nSofia","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hello Sofia,\n\nThank you for reaching out. I'm sorry to hear that an unfamiliar address is appearing on your account at checkout. Because this involves your account details and security, I am handing this over to our support team right away so they can investigate what's happening 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-112","hc-110","hc-121"]}]},"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.","handoff":true,"route":"security","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"plan","intent":"bug","action":"none","flags":["security"],"rule_hits":[]},{"step":"route","handoff":"security"}]}},{"id":"T-1297","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Mia Keller","country":"US","subject":"order AA-33336 lost??","body":"hey my order AA-33336 shipped ages ago and tracking hasnt moved in over a week now. really worried its lost can someone plese check on this\n\nmia","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-33336","status":"in_transit","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z019264178551","ordered":"2026-10-23","shipped":"2026-10-24","delivered":null,"last_scan":"2026-10-30","return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia,\n\nI'm sorry to hear that your tracking hasn't updated in over a week. I'm handing this over to our support team right now so a team member can look into order AA-33336 and help locate your package. 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-108","hc-110","hc-116"]}]},"after":{"reply":"Thanks, Mia. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-33336. They'll see everything you've told me, so you won't need to repeat it.","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-33336"},"output":{"ok":true,"order":{"order_id":"AA-33336","status":"in_transit","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z019264178551","ordered":"2026-10-23","shipped":"2026-10-24","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-1298","split":"dev","intent":"refund","scenario":"r_refund_status","label":"Where is my refund?","expected":"resolve","channel":"email","name":"Ethan Moreau","country":"US","subject":"Still waiting on refund for order AA-91340","body":"I am writing to you again because I sent back the Cairn Beanie from order AA-91340 over a week ago, and there is still no refund on my card. Where is my money?\n\nEthan","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-91340","status":"returned","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z438034238994","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 Ethan,\n\nThanks for reaching out! Once we receive your returned item, please allow up to 14 days for your refund to be processed.\n\nSince it has been about a week, your return may still be in transit or currently being processed. If you haven't seen the refund after 14 days from when it 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 quotes an incorrect policy of 14 days for refund processing instead of 2 business days, and fails to check records showing the return was already received and refund 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 Ethan,\n\nWe received your returned Cairn Beanie on 2026-11-06, and your refund of $28.00 was issued to the original payment method on 2026-11-07.\n\nPlease note that refunds typically take 5-10 business days to appear on your account, depending on your bank's processing time. If you do not see the $28.00 credit after 10 business days from the issue date, please reach back out and we will gladly look into it 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 2026-11-06 and the $28.00 refund was issued on 2026-11-07 to the original payment method, correctly stated the 5-10 business days processing time, and provided 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-91340"},"output":{"ok":true,"order":{"order_id":"AA-91340","status":"returned","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z438034238994","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,"refund":{"amount_usd":28.0,"amount":"$28.00","issued":"2026-11-07","return_received":"2026-11-06","to":"the original payment method","bank_time":"5-10 business days","note":"refund covers the item price only, not the order total; quote amount_usd exactly"}}}},{"step":"retrieve","kb":"v2","articles":["kb-tracking","kb-address","kb-damaged","kb-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1299","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Nora Kowalski","country":"US","subject":"Question about Ash Club","body":"Hello,\n\nCan you tell me how much does Ash Club cost per month? Also what do I get with this membership?\n\nBest regards,\nNora","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Nora,\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 reply accurately details the pricing and benefits of Ash Club per policy and fully answers the customer's questions.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Hi Nora,\n\nAsh Club costs $8 per month. With your membership, you receive free express shipping and 10% off full-price items.\n\nYou can cancel at any time under Account > Membership, and your benefits will continue to run to the end of the month you paid for.\n\nBest regards,\nAlder & Ash Support","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 Ash Club in accordance with policy BIL-1.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1300","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"chat","name":"Clara Costa","country":"US","subject":"","body":"Hello, I bought Talus Hiking Socks 3-pack in clearance sale on order AA-69103. It doesn't fit, so I want to send it back for refund please.","gold":"Not returnable: the Talus Hiking Socks 3-pack on AA-69103 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-69103","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z329125905114","ordered":"2026-10-23","shipped":"2026-10-24","delivered":"2026-10-28","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, thank you for reaching out. Because the Talus Hiking Socks were purchased on clearance, they are considered final sale and unfortunately cannot be returned or refunded. We apologize for any 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":"","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-104","hc-101","hc-103"]}]},"after":{"reply":"Hello Clara, regarding order AA-69103, the Talus Hiking Socks 3-pack is marked as a final-sale item. According to our policy, final-sale items cannot be returned or refunded unless they arrive damaged or develop a defect. Because this return is due to fit/change of mind, 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 due to sizing.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-69103"},"output":{"ok":true,"order":{"order_id":"AA-69103","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":true}],"total":38.95,"carrier":"UPS","tracking":"1Z329125905114","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-69103","reason":"change_of_mind"},"output":{"order_id":"AA-69103","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-damaged","kb-returns","kb-tracking","kb-promo"]},{"step":"check","problems":[]}]}},{"id":"T-1301","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Mateo Bennett","country":"US","subject":"cant log in","body":"hi i forgot my password and clicked to reset it but the reset link from yesterday says expired already. can u send a new one mateo","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Mateo, password reset links expire after 30 minutes. To receive a new link, please head to the sign-in page and click 'Forgot password' again, and we'll send a fresh reset link right 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 link expiration and provides the exact next step to request a new link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-117"]}]},"after":{"reply":"To receive a new password reset link, please click 'Forgot password' on the sign-in page. We will send a new link to your email address, 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 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-not-received","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1302","split":"holdout","intent":"billing","scenario":"b_chargeback","label":"Chargeback threat","expected":"escalate","channel":"email","name":"Marco Silva","country":"US","subject":"Order AA-37505 - will contact my bank","body":"Hello, I am writing to you regarding order AA-37505 because this whole situation has become far too stressful to deal with. I have tried being patient, but if this issue is not completely sorted out today, I am going to file an official dispute and chargeback with my bank immediately. Please look into this right now and get back to me before I call them. Marco","gold":"Chargeback / bank dispute: hand off to the billing team.","order":{"order_id":"AA-37505","status":"delivered","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z252887883779","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco, I understand your frustration and want to make sure this is addressed right away. Since I'm unable to investigate the specific details of order AA-37505 directly, I am escalating this to our support team immediately so a team member can look into it and assist you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-109","hc-114"]}]},"after":{"reply":"Thanks, Marco. 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.","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-1303","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Jonas Romano","country":"US","subject":"Return request - order AA-75167","body":"I am writing to you again because I still need to return the Basecamp Merino Tee from order AA-75167 for a full refund. It does not fit me at all. It has never been worn, the tags are still attached, and I got it about 3 weeks ago. Please let me know how to send this back. Jonas","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 $48.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-75167","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z073620698664","ordered":"2026-10-17","shipped":"2026-10-18","delivered":"2026-10-22","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas, thanks for reaching out. Since your Basecamp Merino Tee is unworn, has tags attached, and is within our 30-day return window, you are eligible for a full refund to your original payment method. I am handing your request over to our support team so they can generate and email you a prepaid return shipping label for order AA-75167.","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 Jonas,\n\nYour return for the Basecamp Merino Tee from order AA-75167 has been started under RMA RMA-69E03A. Your order is within the 30-day return window (delivered 19 days ago on 2026-10-22), and as a US order, return labels are free.\n\nA prepaid return label has been e-mailed to you. You can also view or start returns by going to Orders > select order AA-75167 > Start a return.\n\nOnce your return arrives, your refund of 48.0 will be issued within 2 business days of arrival, and it typically appears in your bank in 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 reply accurately confirms eligibility, provides the RMA and return steps, confirms the refund amount and timing, and follows all policy guidelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-75167"},"output":{"ok":true,"order":{"order_id":"AA-75167","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z073620698664","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-75167","reason":"change_of_mind"},"output":{"order_id":"AA-75167","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":19,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-69E03A","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-damaged","kb-tracking","kb-address"]},{"step":"check","problems":[]}]}},{"id":"T-1304","split":"holdout","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"chat","name":"Marco Novak","country":"US","subject":"","body":"Hi there! Just wanted to let you know that since the last update, version 4.2.0 of the Android app crashes the moment it opens. Thanks for looking into it!","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Thank you for letting us know about the crash on Android version 4.2.0. We don't currently have a documented fix for this issue in our help center, so I'm passing your report over to our support team so they can look into it and assist you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-124"]}]},"after":{"reply":"To resolve the Android app 4.2.0 crash on launch, please update your app to version 4.2.1 directly from Google Play, 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 and instructed the customer to update to version 4.2.1 via Google Play 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"]},{"step":"check","problems":[]}]}},{"id":"T-1305","split":"holdout","intent":"account","scenario":"a_email","label":"Change e-mail","expected":"resolve","channel":"chat","name":"Maya Keller","country":"US","subject":"","body":"I need to change the email on my account to my new work address. It shouldn't be this difficult to do.","gold":"Account > Profile > Email, enter the new address, confirm via the link sent to it.","order":null,"before":{"reply":"You can easily update your email address by going to Account > Profile > Email and entering your new address. We'll send a confirmation link to that new 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 explains how to change the account email and confirms the verification step according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-112","hc-110","hc-123"]}]},"after":{"reply":"To update your email address, go to Account > Profile > Email, enter your new address, and then confirm through the link we send to it.","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 instructions the customer 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-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1306","split":"dev","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Liam Meyer","country":"US","subject":"zip broke aa-61817","body":"hi got larch insulated parka order AA-61817 abt 5 months ago and the main zip faild. is it covred? liam","gold":"Defect after 90 days (153 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-61817","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z461382202378","ordered":"2026-06-05","shipped":"2026-06-06","delivered":"2026-06-10","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Liam, I'm sorry to hear that the zipper on your Larch Insulated Parka failed. Our help center doesn't have information regarding our warranty coverage for this issue, so I've forwarded your request to our support team. A team member will follow up with you shortly to help resolve this!","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, Liam. 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-61817. They'll see everything you've told me, so you won't need to repeat it.","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-61817"},"output":{"ok":true,"order":{"order_id":"AA-61817","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z461382202378","ordered":"2026-06-05","shipped":"2026-06-06","delivered":"2026-06-10","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":153,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-61817","reason":"defective"},"output":{"order_id":"AA-61817","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":153,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1307","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Ivy Romano","country":"US","subject":"","body":"Between M and L for Ridgeline Shell Jacket. Plan to wear a fleece under it in winter—which size should I get?","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! Since you're between sizes and planning to wear layers underneath, we recommend sizing up to a Large so your shell jacket fits comfortably over 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 layering under a shell jacket in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-103","hc-120"]}]},"after":{"reply":"If you are between sizes on a shell jacket, we recommend sizing up so it fits comfortably over layers like a fleece. Therefore, a size L would be the best choice. You can also check the size chart available directly on the 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":"The bot correctly advises sizing up to a Large for a shell jacket worn over layers and mentions checking the product page size chart per policy HOW-1.","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","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1308","split":"holdout","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Mia Novak","country":"US","subject":"","body":"I was charged twice for $34.95 each on order AA-24243 last week and both charges are showing on my statement now. I want the extra charge refunded immediately.","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-24243","status":"delivered","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z910916641046","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Mia, I'm sorry to hear about the duplicate charge on your order. I'm handing this over to our support team right now so they can investigate order AA-24243 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-108","hc-110","hc-116"]}]},"after":{"reply":"I have reviewed your charges for order AA-24243. Because both charges of 34.95 posted on 2026-11-01, the duplicate charge of 34.95 has been refunded (Refund ID: RF-60B267). Your bank shows it in 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 reply correctly confirms both charges posted, issues the duplicate refund, and provides the expected bank processing timeline.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-24243"},"output":{"ok":true,"order":{"order_id":"AA-24243","status":"delivered","country":"US","items":[{"name":"Cairn Beanie","price":28.0,"final_sale":false}],"total":34.95,"carrier":"UPS","tracking":"1Z910916641046","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-24243"},"output":{"ok":true,"orders":[{"order_id":"AA-24243","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-60B267","amount":34.95,"note":"duplicate refunded; bank shows it in 5-10 business days"}]}},{"step":"retrieve","kb":"v2","articles":["kb-double-charge","kb-tracking","kb-returns","kb-warranty"]},{"step":"check","problems":[]}]}},{"id":"T-1309","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"email","name":"Anna Kowalski","country":"US","subject":"sizing question","body":"hi im torn between m and l for ridgeline shell jacket. i wear a fleece under it during winter, which size do i need? thanks anna","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 Anna! If you're between sizes on a shell jacket, we recommend sizing up so it comfortably fits over layers like your fleece. In this case, going with a Large would be the best fit. You can also double-check the specific measurements on the size chart found on the product page. 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 layers, references the product page size chart, and matches policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-125"]}]},"after":{"reply":"Hi Anna,\n\nIf you are between sizes on a shell jacket, we recommend sizing up so it fits comfortably 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.","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 shell jackets worn over layers 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-care","kb-damaged","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1310","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Omar Lindqvist","country":"US","subject":"Package missing for order AA-42383","body":"Hello Alder & Ash team, I have been keeping an eye on the tracking for my order AA-42383, and it states that the package has been delivered, but absolutely nothing has arrived at my house. I made sure to walk around and check with all my neighbours to see if anyone took it in by mistake, but none of them have it. Could you please help me figure out where my order went? Omar","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-42383","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z588071329245","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 Omar, thanks for reaching out. Since you've already checked around your property and with your neighbors, the next step is to contact the carrier directly to file a claim for the missing package. They will be best equipped to investigate the delivery details.","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-105"]}]},"after":{"reply":"Thanks, Omar. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-42383. They'll see everything you've told me, so you won't need to repeat it.","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-42383"},"output":{"ok":true,"order":{"order_id":"AA-42383","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z588071329245","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-1311","split":"holdout","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"email","name":"Ethan Patel","country":"UK","subject":"Shipping time to Leeds","body":"I am thinking of ordering a jacket from your site, but I need to know how long standard shipping takes to Leeds in the UK. It shouldn't be this hard to find clear delivery estimates before placing an order.\n\nEthan","gold":"Standard shipping to the UK: 4-7 business days.","order":null,"before":{"reply":"Hi Ethan,\n\nThanks for reaching out! International orders, including those to the UK, usually arrive within 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 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-108","hc-106","hc-107"]}]},"after":{"reply":"Standard shipping to the UK (including Leeds) 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 accurately provided the standard shipping timeframe to the UK 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-address","kb-refund-timing","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1312","split":"holdout","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"email","name":"Ethan Lindqvist","country":"US","subject":"Still waiting for help with promo code TRAIL15","body":"I'm writing again because my previous message wasn't resolved. The promo code TRAIL15 keeps saying 'invalid' at checkout. I have a clearance item in my cart and I also tried a second code, but nothing is working. Your website seems broken.\n\nEthan","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 Ethan, thanks for reaching out. Promo codes cannot be applied to clearance items, as clearance items are final sale. Additionally, only one promo code can be used per order and cannot be combined with other offers. If your cart only contains clearance items or multiple codes are entered, the discount will not apply. 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 explains the promo code policy regarding clearance items and combining multiple codes, resolving the user's issue accurately.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"Hi Ethan,\n\nOur policy 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.\n\nPlease ensure you are applying only one code to eligible items in your cart. If you are experiencing a checkout or payment error that keeps happening, please let us know the exact error message so we can pass it to our 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":{"verdict":"pass","failure_type":"none","reason":"The bot correctly explains the policy regarding promo codes, clearance items, and combining codes, and provides actionable advice.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1313","split":"dev","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"email","name":"Priya Hughes","country":"US","subject":"Question about Ash Club","body":"Hello Alder & Ash team, I've been browsing around your website for a while now and noticed the Ash Club option mentioned. I was hoping you could give me some more details about it. Specifically, how much does Ash Club cost per month, and what exactly do I get with the membership? Thanks so much for your time!\n\nPriya","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Hi Priya,\n\nThanks for reaching out! Ash Club membership is $8 per month. As a member, you'll receive free express shipping on your orders as well as 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 provided the price and benefits of Ash Club per policy [BIL-1].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-113"]}]},"after":{"reply":"Hi Priya,\n\nAsh Club costs $8 per month. With your membership, you receive free express shipping (US only, normally 1-2 business days) and 10% off full-price items.\n\nYou can cancel at any time by going to Account > Membership. Your benefits will continue through the end of the month you paid for, and please note that there are no partial refunds.\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"]},{"step":"check","problems":[]}]}},{"id":"T-1314","split":"dev","intent":"shipping","scenario":"s_intl","label":"International shipping times","expected":"resolve","channel":"chat","name":"Emma Larsen","country":"EU","subject":"","body":"I am asking again because nobody answered me. I am thinking of ordering a jacket and I live in Munich, Germany. How long does standard shipping take?","gold":"Standard shipping to the EU: 6-10 business days.","order":null,"before":{"reply":"Hello Emma, thanks for reaching out! Standard international shipping to Germany usually takes 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 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":"Policy states EU standard shipping takes 6-10 business days, but the bot stated it takes 7 to 14 business days.","quote":"Standard international shipping to Germany 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":"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 identified the EU standard shipping timeframe of 6-10 business days 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"]},{"step":"check","problems":[]}]}},{"id":"T-1315","split":"holdout","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"chat","name":"Ethan Hughes","country":"US","subject":"","body":"Hi there, I've been thinking about my subscriptions lately and I'd really like to cancel my Ash Club membership now. Also, since we're currently in the middle of the billing cycle, do I get any 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":"Hi Ethan, I can certainly connect you with our support team to help cancel your Ash Club membership and answer your question regarding a refund for the remainder of your billing cycle. 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-103"]}]},"after":{"reply":"You can cancel your Ash Club membership at any time by going to Account > Membership. Regarding a refund, there are no partial refunds; your benefits will continue to run to 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":"No other order numbers","passed":true,"evidence":"","detail":""}],"judge":{"verdict":"pass","failure_type":"none","reason":"The bot accurately explains how to cancel the membership, clarifies that there are no partial refunds, and notes 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-refund-timing","kb-care"]},{"step":"check","problems":[]}]}},{"id":"T-1316","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Liam Romano","country":"US","subject":"Rain jacket care question","body":"Hi there, I have an Alder & Ash rain jacket that I've been using, but I noticed recently that it isn't beading water anymore when it rains. I really want to take proper care of it so it lasts. Could you tell me how I should wash it and what I need to do to make it waterproof again? Thanks!\n\nLiam","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Liam,\n\nTo care for your waterproof jacket, hand wash it in cold water. Make sure to never tumble dry it; instead, hang it to dry away from direct heat.\n\nRegarding how to reproof or restore the water-beading performance, I don't have those specific details in my resources, so I'm handing this over 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-113"]}]},"after":{"reply":"To care for and re-waterproof your jacket, wash it with a technical wash, then tumble dry on low for 20 minutes. The heat reactivates the water-repellent (DWR) coating so it can bead water properly 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 provides the re-waterproofing instructions 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-damaged","kb-club"]},{"step":"check","problems":[]}]}},{"id":"T-1317","split":"holdout","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Clara Nguyen","country":"US","subject":"","body":"Still waiting for an answer on this. I got a gift card two years ago, does it still work?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Hi Clara, gift cards expire 12 months after purchase, so a gift card from two years ago would unfortunately 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 which states gift cards never expire.","quote":"Hi Clara, 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-109","hc-123","hc-124"]}]},"after":{"reply":"Yes, your gift card still works! Alder & Ash gift cards never expire.","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 the customer's question confirming that gift cards never expire in accordance with policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-address","kb-giftcards","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1318","split":"dev","intent":"refund","scenario":"r_damaged","label":"Damaged item, under $150","expected":"resolve","channel":"email","name":"Felix Moreau","country":"US","subject":"Issue with Kettle Wool Gloves - Order AA-33865","body":"Hi there! I received my Kettle Wool Gloves from order AA-33865 14 days ago, but unfortunately the zip broke on just the second use. Would it be possible to get a refund or a replacement for them? Thanks so much for your help!\n\nFelix","gold":"Defective within 90 days of delivery (2026-10-27): refund $42.00 or replace, no return needed (under the $150 approval limit, so it can be done directly).","order":{"order_id":"AA-33865","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z385766802390","ordered":"2026-10-22","shipped":"2026-10-23","delivered":"2026-10-27","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Felix, thanks for reaching out. I'm sorry to hear that the zipper broke on your Kettle Wool Gloves! Because our standard return policy requires items to be unworn, I'm passing your request over to our support team so they can assist you with a refund or replacement for your defective pair. 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-103","hc-101","hc-110"]}]},"after":{"reply":"Hi Felix,\n\nI am sorry to hear about the broken zip on your Kettle Wool Gloves from order AA-33865. \n\nSince the item is defective within 90 days, a refund has been issued to your original payment method with no return needed (Refund ID: RF-9933F0). The refund amount is $42.0. Your bank will show it in 5-10 business days.\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-33865"},"output":{"ok":true,"order":{"order_id":"AA-33865","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z385766802390","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-33865","reason":"defective"},"output":{"order_id":"AA-33865","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":14,"reason":"defective","decision":"refund_issued","rule":"RET-3 defective within 90 days: refund, no return needed","refund_id":"RF-9933F0","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"]},{"step":"check","problems":[]}]}},{"id":"T-1319","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Marco Keller","country":"US","subject":"Warranty for Larch Insulated Parka","body":"Hello, I am looking to buy the Larch Insulated Parka on your shop. Before I am buying it, please can you tell me what warranty does it have?\n\nMarco","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Marco,\n\nThanks for reaching out! Our 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 pre-purchase inquiry about the warranty policy in accordance with policy [HOW-3].","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122"]}]},"after":{"reply":"Hello Marco,\n\nOur products come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, warranty claims are passed to 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 states the 2-year warranty against manufacturing defects in accordance with policy.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1320","split":"holdout","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Lena Kowalski","country":"US","subject":"Password reset link expired","body":"Hello, I forgot my password for my account. I got the reset link yesterday, but when I click it today it says expired. Can you help me please?\n\nLena","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Lena, our password reset links are valid for 30 minutes. To get a new link, simply go 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 the 30-minute validity period according to policy and gives the clear next step 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, which is why your link from yesterday has expired. To receive a new one, please click 'Forgot password' on the sign-in page, and we will email you a fresh link.","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 via 'Forgot password'.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1321","split":"dev","intent":"refund","scenario":"r_outside_window","label":"Return after 30 days","expected":"resolve","channel":"email","name":"Tomas Romano","country":"US","subject":"Return inquiry for Kettle Wool Gloves (AA-78533)","body":"Hi there! I was hoping to return the Kettle Wool Gloves from my order AA-78533. I received them back in October, but they are completely unworn as I just never ended up using them. Could you let me know how to start the return process? Thanks so much, Tomas","gold":"Not eligible for a return: delivered 2026-10-02, 39 days ago, past the 30-day window. Only a defect (within 90 days) would qualify for a refund or replacement.","order":{"order_id":"AA-78533","status":"delivered","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z134632183029","ordered":"2026-09-27","shipped":"2026-09-28","delivered":"2026-10-02","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas,\n\nThanks for reaching out! Under our current policy, items can be returned within 30 days of delivery if unworn and unused with tags attached. Because generating a return label requires assistance from our team, I'm passing this over to a support team member who will review your order details and 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-103"]}]},"after":{"reply":"Hi Tomas,\n\nThank you for reaching out. Based on your order AA-78533, the Kettle Wool Gloves were delivered on 2026-10-02 (39 days ago). Under our return policy, items must be returned within 30 days of delivery. Because your order was delivered 39 days ago, it is past the 30-day window and is 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 item is past the 30-day return window and clearly denied the return in accordance with policy and the records.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-78533"},"output":{"ok":true,"order":{"order_id":"AA-78533","status":"delivered","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"carrier":"UPS","tracking":"1Z134632183029","ordered":"2026-09-27","shipped":"2026-09-28","delivered":"2026-10-02","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":39,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-78533","reason":"change_of_mind"},"output":{"order_id":"AA-78533","item":"Kettle Wool Gloves","amount":42.0,"final_sale":false,"days_since_delivery":39,"reason":"change_of_mind","decision":"not_eligible","rule":"RET-1 delivered 39 days ago, past the 30-day window"}},{"step":"retrieve","kb":"v2","articles":["kb-returns","kb-tracking","kb-refund-timing","kb-privacy"]},{"step":"check","problems":[]}]}},{"id":"T-1322","split":"dev","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Maya Okafor","country":"US","subject":"double charge on order AA-83154","body":"Hello, I look in my bank app today and I see two charges of $54.95 for my order AA-83154. It was only one order, so please can you refund one of the charges back to me? Thank you, Maya","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-83154","status":"in_transit","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z102385578851","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hello Maya, thank you for reaching out. I'm handing this over to our support team right away so they can look into the double charge for order AA-83154 and help 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-117","hc-108","hc-118"]}]},"after":{"reply":"Hello Maya,\n\nI checked the charges for order AA-83154. You have one posted charge of $54.95 and one pending authorization of $54.95 from 2026-11-09.\n\nThe pending authorization is not a duplicate charge and will drop off within 3-5 business days, so there is nothing to refund. If both charges end up posting to your account, please reach back out and we will issue a refund for the duplicate charge.","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 one is a pending authorization that will drop off in 3-5 business days, fully resolving the inquiry according to policy BIL-3.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-83154"},"output":{"ok":true,"order":{"order_id":"AA-83154","status":"in_transit","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z102385578851","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-83154"},"output":{"ok":true,"orders":[{"order_id":"AA-83154","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-returns"]},{"step":"check","problems":[]}]}},{"id":"T-1323","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Kofi Walsh","country":"US","subject":"Refund request - Order AA-58201","body":"Hello, I am writing to request a refund for the Larch Insulated Parka ($289) from order AA-58201. I received the parka 24 days ago, but I have changed my mind and it has never been worn. Please let me know how best to proceed with returning it. Best regards, Kofi","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-58201","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z828988926182","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi, thanks for reaching out! Since your item is unworn and within our 60-day return window, you're eligible for a full refund. I have forwarded your request to our support team so they can generate and send your prepaid return shipping label. Once we receive your returned parka, 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-108"]}]},"after":{"reply":"Thanks, Kofi. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-58201. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-631D69.","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-58201"},"output":{"ok":true,"order":{"order_id":"AA-58201","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z828988926182","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-58201","reason":"change_of_mind"},"output":{"order_id":"AA-58201","item":"Larch Insulated Parka","amount":289.0,"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-631D69","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1324","split":"holdout","intent":"bug","scenario":"g_security","label":"Sees another customer's data","expected":"escalate","channel":"email","name":"Hannah Meyer","country":"US","subject":"weird address at checkout","body":"hi was checking out just now and the saved adress showed someone elses name and street?? not mine at all, please check this out asap hannah","gold":"Possible exposure of another customer's data: hand off to the team immediately.","order":null,"before":{"reply":"Hi Hannah,\n\nThank you for bringing this to our attention. Because this involves an unexpected address on your account, I'm handing this over to our support team right away so they can investigate and assist 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-108"]}]},"after":{"reply":"Thanks, Hannah. 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.","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-1325","split":"holdout","intent":"shipping","scenario":"s_addr_shipped","label":"Change address, already shipped","expected":"resolve","channel":"chat","name":"Priya Moreau","country":"US","subject":"","body":"hello, i need to change delivery address for order AA-22062 because i moved flats. i do not know if it is shipped already?","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 1Z634574059410.","order":{"order_id":"AA-22062","status":"in_transit","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z634574059410","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Priya, unfortunately, we're unable to change the shipping address once an order has been placed. I can connect you with our support team to check on your order status and see what options might be available.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-110","hc-112","hc-101"]}]},"after":{"reply":"Your order AA-22062 has already shipped (status: in_transit) with UPS under tracking number 1Z634574059410. Because it has shipped, we cannot change the shipping address, but you can ask the carrier directly to redirect the package 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 already shipped with UPS, provided the tracking number, explained that we cannot change the address, and directed the customer to request a redirect from the carrier.","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-22062"},"output":{"ok":true,"order":{"order_id":"AA-22062","status":"in_transit","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z634574059410","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-damaged","kb-tracking","kb-email"]},{"step":"check","problems":[]}]}},{"id":"T-1326","split":"dev","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Rosa Novak","country":"US","subject":"return merino tee AA-79725","body":"hi got the basecamp merino tee in the clearance sale order AA-79725 but it doesnt fit at all. want to send it back for a full refund please let me know where to ship it thx rosa","gold":"Not returnable: the Basecamp Merino Tee on AA-79725 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-79725","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z536909924125","ordered":"2026-10-20","shipped":"2026-10-21","delivered":"2026-10-25","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Rosa,\n\nThanks for reaching out! Unfortunately, items purchased from our clearance sale are final sale and are not eligible for returns or refunds. 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.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-101","hc-104","hc-103"]}]},"after":{"reply":"Hi Rosa,\n\nThank you for reaching out. Based on your order AA-79725, the Basecamp Merino Tee was purchased as a final-sale clearance item. Per our policy, final-sale items cannot be returned or refunded unless they arrive damaged or defective. Because this item is marked final sale, it is not eligible for return or a 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-79725"},"output":{"ok":true,"order":{"order_id":"AA-79725","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":true}],"total":54.95,"carrier":"UPS","tracking":"1Z536909924125","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-79725","reason":"change_of_mind"},"output":{"order_id":"AA-79725","item":"Basecamp Merino Tee","amount":48.0,"final_sale":true,"days_since_delivery":16,"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"]},{"step":"check","problems":[]}]}},{"id":"T-1327","split":"holdout","intent":"howto","scenario":"h_sizing","label":"Sizing","expected":"resolve","channel":"chat","name":"Tomas Larsen","country":"US","subject":"","body":"hello! i am looking at the Ridgeline Shell Jacket but i am between size M and L. in winter time i wear a fleece under it, which size you think i should take?","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 Tomas! Since you are between sizes and plan to wear layers like a fleece underneath, we recommend sizing up to a Large. If you'd like to check specific measurements, you can also view the 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 Large for shell jackets to accommodate layers and references the size chart on the product page as per policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-119","hc-120","hc-107"]}]},"after":{"reply":"For our shell jackets, we recommend sizing up if you are between sizes so that it fits comfortably over layers like a fleece. Therefore, size L would be the best choice. You can also consult the size chart available directly on the 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 an L for shell jackets to accommodate layers and refers to the product page size chart per policy HOW-1.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-sizing","kb-care","kb-contact","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1328","split":"dev","intent":"bug","scenario":"g_android","label":"Android app crash","expected":"resolve","channel":"email","name":"Omar Reyes","country":"US","subject":"Android app crashing issue","body":"Hello Alder & Ash team, I wanted to reach out because I usually love browsing your gear on my phone, but ever since the last update, the Android app crashes the exact moment it opens up on my screen. I checked and the app version is 4.2.0. It literally won't stay open for even a second. Hopefully your tech team can look into this soon. Thanks, Omar","gold":"Known issue in Android 4.2.0, fixed in 4.2.1: update from Google Play.","order":null,"before":{"reply":"Hi Omar, thank you for reaching out and letting us know about the issue with the Android app crashing on launch. We don't currently have troubleshooting steps for this in our help center, so I'm passing your report over to our support team so they can look into it and assist you directly.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"retrieve","kb":"v1","articles":["hc-118","hc-121","hc-124"]}]},"after":{"reply":"Hello Omar, thanks for reaching out. The crash on launch for Android app version 4.2.0 has been resolved: please update to version 4.2.1 from Google Play (fixed 28 Oct 2026) to fix the issue.","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 instructed the customer to update to version 4.2.1 from 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-tracking","kb-not-received","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1329","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"email","name":"Kofi Nguyen","country":"US","subject":"Still waiting for reply: Warranty on Larch Insulated Parka","body":"I am writing again because I have not received an answer to my question. Before I buy the Larch Insulated Parka, I need to know what warranty it comes with. Please get back to me. Kofi","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Kofi,\n\nThanks for reaching out, and apologies for the delay! 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 pre-purchase question about the warranty per policy and reaches the exact resolution.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-109","hc-103"]}]},"after":{"reply":"Hi Kofi,\n\nOur products 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 refund or replace it directly without requiring you to send it back. After 90 days and up to the 2-year mark, warranty claims are 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 reply accurately states the 2-year warranty policy and defect resolution process without any errors.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing","kb-damaged","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1330","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"chat","name":"Kofi Larsen","country":"EU","subject":"","body":"where is my order AA-32280?? ordered 2 days ago and have no idea if it shipped yet","gold":"In transit with DHL, tracking JD871548567171, shipped 2026-11-09, last scan today; standard to the EU is 6-10 business days.","order":{"order_id":"AA-32280","status":"in_transit","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD871548567171","ordered":"2026-11-08","shipped":"2026-11-09","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi! You can track your order and check its shipping status using the tracking link in your shipping confirmation email. If you haven't received that email yet, please be sure to check your spam folder. Once shipped, US orders typically arrive within 3-5 business days.","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 or tracking details from the customer's records, and incorrectly quotes US delivery timeframes instead of EU.","quote":"Once shipped, US orders typically arrive within 3-5 business days."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-107"]}]},"after":{"reply":"Your order AA-32280 has shipped and is currently in transit. It was shipped on 2026-11-09 via DHL with tracking number JD871548567171 (last scanned on 2026-11-10). Standard shipping to the EU typically takes 6-10 business days.","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 details, and expected delivery window per policy.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"shipping","action":"order_lookup","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-32280"},"output":{"ok":true,"order":{"order_id":"AA-32280","status":"in_transit","country":"EU","items":[{"name":"Cirque Down Vest","price":169.0,"final_sale":false}],"total":169.0,"carrier":"DHL","tracking":"JD871548567171","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-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1331","split":"holdout","intent":"howto","scenario":"h_reproof","label":"Re-waterproofing","expected":"resolve","channel":"email","name":"Rosa Meyer","country":"US","subject":"Second request: Rain jacket care instructions","body":"I am writing again because my previous message was ignored. My rain jacket isn't beading water anymore. Can someone please tell me how to wash it and make it waterproof again?\n\nRosa","gold":"Wash with a technical wash, then tumble dry on low for 20 minutes to reactivate the DWR coating.","order":null,"before":{"reply":"Hi Rosa,\n\nI'm so sorry your previous message was missed! \n\nFor washing your waterproof jacket, we recommend hand washing it in cold water and hanging it to dry away from direct heat—never tumble dry it.\n\nAs for restoring the water-repellent beading, our care guide doesn't have the specific steps for reproofing, so I am passing your message to our support team so they can 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":"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 reactivates the 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 provides the care instructions for re-waterproofing 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-app"]},{"step":"check","problems":[]}]}},{"id":"T-1332","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Tomas Romano","country":"US","subject":"","body":"Hello, I try to checkout with promo code FALLFRIENDS but it says invalid. I have one clearance item in cart and also I tried second code. Is the website 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 Tomas! The website is working, but there are a few reasons your code might not be applying. First, only one promo code can be used per order, and they cannot be combined with other offers. Additionally, clearance items are final sale, and promo codes do not apply to final-sale items. If you have any other questions, please let us know!","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, single code limits, and exclusions on clearance/final-sale items without any hallucinations or policy violations.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-104","hc-105"]}]},"after":{"reply":"The website is not broken. Under our promo code policy, you can only use one promo code per order, and promo codes cannot be combined with other offers. Additionally, promo codes do not apply to final-sale items (such as clearance items). To use a promo code, please ensure you are only applying a single code to eligible, non-final-sale items in your cart.","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 item exclusions, confirming the website is not broken and providing next steps.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"bug","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-promo","kb-not-received","kb-double-charge","kb-damaged"]},{"step":"check","problems":[]}]}},{"id":"T-1333","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Lucas Brooks","country":"US","subject":"Problem with delivery order AA-64686","body":"Hello, I look at tracking for order AA-64686 and it is saying delivered, but nothing arrived here. I already checked with my neighbours and they do not have it.\n\nLucas","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-64686","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z205762643501","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 Lucas,\n\nI'm sorry to hear that your order hasn't arrived even though tracking shows it as delivered. Since this requires looking into your shipment with the carrier, I'm handing this over to our support team so they can investigate and help resolve this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-108","hc-101"]}]},"after":{"reply":"Thanks, Lucas. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-64686. They'll see everything you've told me, so you won't need to repeat it.","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-64686"},"output":{"ok":true,"order":{"order_id":"AA-64686","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z205762643501","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-1334","split":"dev","intent":"shipping","scenario":"s_lost","label":"Tracking stopped (lost parcel)","expected":"escalate","channel":"email","name":"Kofi Nguyen","country":"US","subject":"Tracking update for order AA-58927","body":"Hi there! Order AA-58927 shipped ages ago, but the tracking status hasn't moved at all in over a week. I'm just getting a bit worried that it might be lost. Thanks for your help!\n\nKofi","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-58927","status":"in_transit","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z785766874616","ordered":"2026-10-26","shipped":"2026-10-27","delivered":null,"last_scan":"2026-10-29","return_received":null,"refund_issued":null},"before":{"reply":"Hi Kofi, thanks for reaching out. Since your tracking hasn't updated in over a week, I'm passing this over to our support team to look into order AA-58927 and check on the status of your shipment. 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-116","hc-108","hc-101"]}]},"after":{"reply":"Thanks, Kofi. I'm going to have a team member reship your order for free or refund it, since tracking has stopped updating for order AA-58927. They'll see everything you've told me, so you won't need to repeat it.","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-58927"},"output":{"ok":true,"order":{"order_id":"AA-58927","status":"in_transit","country":"US","items":[{"name":"Scree Trail Pants","price":98.0,"final_sale":false}],"total":98.0,"carrier":"UPS","tracking":"1Z785766874616","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-1335","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Aisha Brooks","country":"US","subject":"Expired password reset link","body":"Hi Alder & Ash team,\n\nI forgot my account password and requested a reset link, but the email I received yesterday is telling me the link is already expired. Could you please send me a fresh link?\n\nThanks,\nAisha","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Aisha,\n\nOur password reset links are valid for 30 minutes. To receive a fresh link, please head to the sign-in page, click \"Forgot password\", and enter your email address. We'll send a new link right over to you!\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 accurately explains the 30-minute validity policy and clearly instructs the customer how to generate a fresh password reset link.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-111","hc-112","hc-108"]}]},"after":{"reply":"Hi Aisha,\n\nPassword reset links are valid for 30 minutes from the time they are requested, which is why yesterday's link has expired.\n\nTo receive a fresh reset link, please visit the sign-in page and click 'Forgot password'. We will immediately email you a new link.\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 link validity and provides the exact concrete next step 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-club"]},{"step":"check","problems":[]}]}},{"id":"T-1336","split":"holdout","intent":"billing","scenario":"b_dup_pending","label":"Charged twice (one pending)","expected":"resolve","channel":"email","name":"Marco Tanaka","country":"US","subject":"double charged order AA-31378","body":"hi my bank app is showing two charges of $289.00 for my order AA-31378. please refund one of them asap.\n\nmarco","gold":"One charge of $289.00 has posted; the second is a pending authorization that drops off within 3-5 business days. Nothing to refund.","order":{"order_id":"AA-31378","status":"in_transit","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z419791833021","ordered":"2026-11-09","shipped":"2026-11-10","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Marco,\n\nThanks for reaching out. I'm handing this over to our support team right away so they can look into the duplicate charge for order AA-31378 and assist you with the 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-118"]}]},"after":{"reply":"Hi Marco,\n\nI checked your charges for order AA-31378. You have one posted charge of $289.00 from 2026-11-09 and one pending authorization of $289.00 from 2026-11-09. \n\nThe pending authorization will drop off your statement automatically within 3-5 business days, so there is nothing to refund. \n\nFor your reference, your order shipped via UPS on 2026-11-10 with tracking number 1Z419791833021.","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-31378"},"output":{"ok":true,"order":{"order_id":"AA-31378","status":"in_transit","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z419791833021","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-31378"},"output":{"ok":true,"orders":[{"order_id":"AA-31378","charges":[{"amount":289.0,"date":"2026-11-09","state":"posted"},{"amount":289.0,"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-refund-timing"]},{"step":"check","problems":[]}]}},{"id":"T-1337","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Clara Larsen","country":"US","subject":"Return request - Order AA-84946","body":"I need to return the Summit 28L Daypack from order AA-84946 for a refund because it is the wrong size. It has never been worn and the tags are still attached. I received it about 3 weeks ago.\n\nClara","gold":"Eligible: delivered 2026-10-23 (18 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-84946","status":"delivered","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z276612392760","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Clara, thanks for reaching out! Since your item is unworn with tags attached and within our 30-day return window, you're eligible for a full refund to your original payment method. I'm handing this over to our support team so they can generate and send you a prepaid return shipping label for order AA-84946. Someone will be in touch 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":"Hello Clara,\n\nYour return for the Summit 28L Daypack from order AA-84946 has been started (RMA: RMA-E8F403). Because your item is unworn with tags attached and was delivered 18 days ago (within our 30 days of delivery window), it is eligible for a return with no label fee ($0.0 label fee for US orders).\n\nA prepaid return shipping label has been e-mailed to you. You can also access it by going to Orders > select the order > Start a return.\n\nOnce your return reaches our warehouse, your refund of 119.0 will be issued within 2 business days. It then takes 5-10 business days for your bank to show the refund 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 identified that the item is eligible for return, initiated the return process with a free US prepaid label, and accurately communicated the refund amount and timelines.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"refund","action":"refund_check","flags":[],"rule_hits":[]},{"step":"action","name":"order_lookup","input":{"order_id":"AA-84946"},"output":{"ok":true,"order":{"order_id":"AA-84946","status":"delivered","country":"US","items":[{"name":"Summit 28L Daypack","price":119.0,"final_sale":false}],"total":119.0,"carrier":"UPS","tracking":"1Z276612392760","ordered":"2026-10-18","shipped":"2026-10-19","delivered":"2026-10-23","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":18,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-84946","reason":"change_of_mind"},"output":{"order_id":"AA-84946","item":"Summit 28L Daypack","amount":119.0,"final_sale":false,"days_since_delivery":18,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-E8F403","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"]},{"step":"check","problems":[]}]}},{"id":"T-1338","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Clara Patel","country":"US","subject":"return order AA-67373","body":"need to return basecamp merino tee from order AA-67373 for refund, colour looks different in person. got it about 3 weeks ago, never worn and tags still on.\n\nclara","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; free US label). Refund $48.00 to original payment within 2 business days of arrival, bank 5-10 business days.","order":{"order_id":"AA-67373","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z422642320267","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, thank you for reaching out! Since your Basecamp Merino Tee is unworn with tags attached and within the 30-day window, you're all set for a return. I've handed this over to our support team so they can generate and send your prepaid return shipping label. Once we receive the 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-101","hc-103","hc-102"]}]},"after":{"reply":"Your return for the Basecamp Merino Tee from order AA-67373 has been started (RMA: RMA-86B6C3). Because this is a US order within the 30-day window, your prepaid return label is free and has been emailed to you. You can also view or start returns by going to Orders > select order AA-67373 > Start a return.\n\nOnce our warehouse receives your returned item, your refund of $48.0 will be issued within 2 business days. It then takes 5-10 business days for your bank to post the refund 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 correctly confirms return eligibility, states the return has been started with a free US prepaid label e-mailed, specifies the exact refund amount and timeline according to policy, and provides 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-67373"},"output":{"ok":true,"order":{"order_id":"AA-67373","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z422642320267","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-67373","reason":"change_of_mind"},"output":{"order_id":"AA-67373","item":"Basecamp Merino Tee","amount":48.0,"final_sale":false,"days_since_delivery":14,"reason":"change_of_mind","decision":"return_started","rule":"RET-1 within 30 days, unworn","rma":"RMA-86B6C3","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"]},{"step":"check","problems":[]}]}},{"id":"T-1339","split":"holdout","intent":"shipping","scenario":"s_in_transit","label":"Where is my order?","expected":"resolve","channel":"email","name":"Ben Haddad","country":"US","subject":"Order AA-27399 status","body":"Where is order AA-27399? I ordered 4 days ago and have no idea if it shipped.\n\nBen","gold":"In transit with UPS, tracking 1Z430025517761, shipped 2026-11-07, last scan today; standard to US is 3-5 business days.","order":{"order_id":"AA-27399","status":"in_transit","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z430025517761","ordered":"2026-11-06","shipped":"2026-11-07","delivered":null,"last_scan":"2026-11-10","return_received":null,"refund_issued":null},"before":{"reply":"Hi Ben,\n\nYou can track the status of 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 or junk folder.\n\nLet us know if you still have any trouble finding 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":"dead_end","reason":"The bot fails to provide the order status and tracking details available in the records, deflecting the customer to search their email instead of answering where the order is.","quote":"You can track the status of your order using the tracking link sent in your shipping confirmation email."},"outcome":"false_resolution","trace":[{"step":"retrieve","kb":"v1","articles":["hc-108","hc-101","hc-110"]}]},"after":{"reply":"Hello Ben,\n\nYour order AA-27399 has shipped and is currently in transit. It was shipped on 2026-11-07 via UPS, and the tracking number is 1Z430025517761 (last scanned on 2026-11-10).\n\nYou can track your shipment directly on the UPS website using tracking number 1Z430025517761.","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 date with 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-27399"},"output":{"ok":true,"order":{"order_id":"AA-27399","status":"in_transit","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z430025517761","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"]},{"step":"check","problems":[]}]}},{"id":"T-1340","split":"dev","intent":"billing","scenario":"b_cancel","label":"Cancel Ash Club","expected":"resolve","channel":"email","name":"Felix Bennett","country":"US","subject":"Ash Club membership cancellation inquiry","body":"Hello, I am reaching out because I have decided I would like to cancel my Ash Club membership. Life has just gotten quite busy recently and I find I'm simply not utilizing the perks as much as I originally thought I would. Could you please process this cancellation for me, and also let me know whether I will get any money back for the rest of this month?\n\nBest regards,\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, thanks for reaching out. I've handed this over to our support team so they can process your Ash Club cancellation and provide details regarding any potential refund for the remainder of the month. A team member will be in touch with you shortly to help!","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 Felix,\n\nYou can cancel your Ash Club membership at any time by going to Account > Membership.\n\nRegarding a refund, there are no partial refunds for the membership. Your benefits will continue to run through the end of the month you paid for.\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 explains how to cancel the membership, notes that there are no partial refunds, and clarifies that benefits continue through 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"]},{"step":"check","problems":[]}]}},{"id":"T-1341","split":"holdout","intent":"shipping","scenario":"s_dnr","label":"Delivered but not received","expected":"escalate","channel":"email","name":"Aisha Fischer","country":"US","subject":"Order AA-54622 not arrived","body":"Hello, tracking for my order AA-54622 is saying delivered, but nothing has arrived to my house. I already checked with my neighbours and they do not have it. Thank you, Aisha","gold":"Marked delivered but not received: hand off so a team member opens a carrier claim and reships.","order":{"order_id":"AA-54622","status":"delivered","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z837617939155","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 Aisha, I'm sorry to hear that your order shows as delivered but hasn't arrived. Since our tracking articles don't cover packages marked as delivered that are missing, 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_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-105","hc-108","hc-110"]}]},"after":{"reply":"Thanks, Aisha. I'm going to have a team member open a claim with the carrier and arrange a replacement for order AA-54622. They'll see everything you've told me, so you won't need to repeat it.","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-54622"},"output":{"ok":true,"order":{"order_id":"AA-54622","status":"delivered","country":"US","items":[{"name":"Basecamp Merino Tee","price":48.0,"final_sale":false}],"total":54.95,"carrier":"UPS","tracking":"1Z837617939155","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-1342","split":"holdout","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Leila Novak","country":"US","subject":"Return request for order AA-32169","body":"I want to return the Tarn Fleece from order AA-32169 for a refund as I changed my mind. It was received about 3 weeks ago, never worn, with tags still on.\n\nLeila","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-32169","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z905564446996","ordered":"2026-10-16","shipped":"2026-10-17","delivered":"2026-10-21","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Leila,\n\nThanks for reaching out! Since your Tarn Fleece is unworn with tags attached and within the 30-day return window, you're all set for a return. I've handed your request over to our support team so they can generate and send your prepaid return 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":"Hello Leila,\n\nYour return for the Tarn Fleece from order AA-32169 has been started (RMA: RMA-1AD33B). Because your item is unworn with tags attached and is within 30 days of delivery, it is eligible for a return with no label fee ($0.00).\n\nYour prepaid return label has been emailed to you. Alternatively, you can access return details under Orders > select the order > Start a return.\n\nOnce your return arrives at our warehouse, your refund of $89.0 will be issued within 2 business days. It then takes 5-10 business days for your bank to show the funds in 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 accurately confirms return eligibility, issues the return RMA with a free US prepaid label, and explains the refund timeline and next steps according 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-32169"},"output":{"ok":true,"order":{"order_id":"AA-32169","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z905564446996","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-32169","reason":"change_of_mind"},"output":{"order_id":"AA-32169","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-1AD33B","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"]},{"step":"check","problems":[]}]}},{"id":"T-1343","split":"dev","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Grace Novak","country":"US","subject":"damaged jacket refund aa-71966","body":"hi got ridgeline shell jacket $229 order AA-71966 12 days ago and hood seam is torn, arrived damagd. want a refund thx grace","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-71966","status":"delivered","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z425433700750","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"I'm so sorry to hear that your Ridgeline shell jacket arrived with a torn hood seam! Because damaged item claims and refunds require direct review by our support team, I'm passing this over to a representative to assist you. If you have photos of the damage handy, please have them ready to help us review your case.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-103","hc-105","hc-119"]}]},"after":{"reply":"Thanks, Grace. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-71966. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-4431E9.","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-71966"},"output":{"ok":true,"order":{"order_id":"AA-71966","status":"delivered","country":"US","items":[{"name":"Ridgeline Shell Jacket","price":229.0,"final_sale":false}],"total":229.0,"carrier":"UPS","tracking":"1Z425433700750","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-71966","reason":"defective"},"output":{"order_id":"AA-71966","item":"Ridgeline Shell Jacket","amount":229.0,"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-4431E9","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1344","split":"dev","intent":"refund","scenario":"r_in_window","label":"Return inside 30 days","expected":"resolve","channel":"email","name":"Ethan Nguyen","country":"US","subject":"Return socks order AA-49481","body":"Hello, I want return the Talus Hiking Socks 3-pack from my order AA-49481 for refund. The colour looks different than I thought. They are never worn with tags on, and I got it about 2 weeks ago.\n\nEthan","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-49481","status":"delivered","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z139856020926","ordered":"2026-10-24","shipped":"2026-10-25","delivered":"2026-10-29","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Ethan, thanks for reaching out. Since your order AA-49481 was delivered within the last 30 days and the socks are unworn with tags attached, you are eligible for a return and refund to your original payment method. I am passing your request 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":"Hello Ethan,\n\nYour return for the Talus Hiking Socks 3-pack from order AA-49481 has been started (RMA: RMA-D3A1B5). Since your order was delivered 12 days ago and the item is unworn with tags, it is eligible for a refund of $32.0 to your original payment method.\n\nYour prepaid return label has been emailed to you (return labels are free in the US). You can also access it by navigating to Orders > select order AA-49481 > Start a return.\n\nOnce your return reaches our warehouse, your refund will be issued within 2 business days. Your bank then takes 5-10 business days to show it.","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, referenced the created RMA and prepaid label, explained the refund timing and amount accurately according to policy, 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-49481"},"output":{"ok":true,"order":{"order_id":"AA-49481","status":"delivered","country":"US","items":[{"name":"Talus Hiking Socks 3-pack","price":32.0,"final_sale":false}],"total":38.95,"carrier":"UPS","tracking":"1Z139856020926","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-49481","reason":"change_of_mind"},"output":{"order_id":"AA-49481","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-D3A1B5","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-giftcards"]},{"step":"check","problems":[]}]}},{"id":"T-1345","split":"holdout","intent":"billing","scenario":"b_club_price","label":"Ash Club price","expected":"resolve","channel":"chat","name":"Hannah Keller","country":"US","subject":"","body":"I'm asking again because I didn't get an answer: how much does Ash Club cost per month and what do I get?","gold":"Ash Club costs $8 per month: free express shipping and 10% off full-price items.","order":null,"before":{"reply":"Ash Club 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 bot accurately explains the cost and benefits of the Ash Club membership per policy BIL-1.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-115","hc-114","hc-103"]}]},"after":{"reply":"Ash Club costs $8 per month. Membership includes free express shipping and 10% off full-price items. You can cancel any time in 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 Ash Club per policy and provides cancellation details.","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"]},{"step":"check","problems":[]}]}},{"id":"T-1346","split":"holdout","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"email","name":"Emma Kowalski","country":"US","subject":"Payment error PX-402 keeps happening","body":"This is the second time I am reaching out about this. My payment is still failing with error PX-402, and I have tried three times now using different cards. I really want to buy today, please fix this.\n\nEmma","gold":"Persistent unknown payment error (PX-402): collect it and hand off to the team.","order":null,"before":{"reply":"Hi Emma, I'm sorry to hear you're running into error PX-402 with your payment. Since I don't have information on this specific error, I am handing your request over to our support team right away so they can look into your account and help resolve this for you.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-102","hc-123","hc-118"]}]},"after":{"reply":"Thanks, Emma. 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.","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-1347","split":"dev","intent":"account","scenario":"a_password","label":"Password reset","expected":"resolve","channel":"email","name":"Kofi Novak","country":"US","subject":"Password reset link expired","body":"I forgot my password and the reset link sent yesterday says it has expired.\n\nKofi","gold":"Use 'Forgot password' on the sign-in page again; the new link is valid for 30 minutes.","order":null,"before":{"reply":"Hi Kofi,\n\nPassword reset links are only valid for 30 minutes. To get a new link, please go to the sign-in page and click 'Forgot password' again, then follow the instructions sent to your email.\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":"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 and directs the customer to use 'Forgot password' on the sign-in page again.","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 then email you a new reset link.","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 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-email","kb-not-received"]},{"step":"check","problems":[]}]}},{"id":"T-1348","split":"holdout","intent":"refund","scenario":"r_over_limit","label":"Refund above $150","expected":"escalate","channel":"email","name":"Samuel Haddad","country":"US","subject":"Refund request - order AA-22740","body":"I am writing to you again regarding my refund for the Fjell Softshell ($159) from order AA-22740. I received it 24 days ago, have never worn it, and simply changed my mind. Please process my refund.\n\nSamuel","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-22740","status":"delivered","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z428270044467","ordered":"2026-10-12","shipped":"2026-10-13","delivered":"2026-10-17","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Samuel, thank you for reaching out. Since your item was delivered within the last 60 days and is unworn, you're eligible for a full return. I've passed your request to our support team so they can generate and send your prepaid return shipping label. Once we receive the returned jacket, 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-108"]}]},"after":{"reply":"Thanks, Samuel. I'm going to have a team member approve your refund; refunds above $150 need a person to sign off for order AA-22740. They'll see everything you've told me, so you won't need to repeat it. Reference: APR-05E0EF.","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-22740"},"output":{"ok":true,"order":{"order_id":"AA-22740","status":"delivered","country":"US","items":[{"name":"Fjell Softshell","price":159.0,"final_sale":false}],"total":159.0,"carrier":"UPS","tracking":"1Z428270044467","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-22740","reason":"change_of_mind"},"output":{"order_id":"AA-22740","item":"Fjell Softshell","amount":159.0,"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-05E0EF","handoff":true}},{"step":"route","handoff":"approval"}]}},{"id":"T-1349","split":"dev","intent":"howto","scenario":"h_giftcard","label":"Gift cards","expected":"resolve","channel":"chat","name":"Rosa Reyes","country":"US","subject":"","body":"Hi there! Can I pay for Ash Club with a gift card, and do gift cards expire?","gold":"Gift cards never expire; they can't be used to pay for Ash Club.","order":null,"before":{"reply":"Gift cards expire 12 months after purchase. Regarding whether you can use a gift card to pay for Ash Club, our help center doesn't have that information, so I'm passing your request to our support team to help you with that!","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 Rosa, gift cards never expire, but they cannot be used to pay for Ash Club.","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 without inventing details.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-giftcards","kb-club","kb-shipping"]},{"step":"check","problems":[]}]}},{"id":"T-1350","split":"dev","intent":"billing","scenario":"b_dup_posted","label":"Charged twice (both posted)","expected":"resolve","channel":"chat","name":"Tomas Ibrahim","country":"US","subject":"","body":"Hello, I noticed I was charged twice ($89.00 each) for order AA-15358 last week, and both charges are showing on my statement now. Could you please refund the extra charge back to me?","gold":"Both charges posted: the duplicate $89.00 is refunded (under $150, can be issued directly); bank 5-10 business days.","order":{"order_id":"AA-15358","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":false}],"total":89.0,"carrier":"UPS","tracking":"1Z208448678882","ordered":"2026-11-01","shipped":"2026-11-02","delivered":"2026-11-06","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Tomas, I'm sorry to hear that you were charged twice for your order. I'm connecting you with our support team right now so they can look into order AA-15358 and process the refund for that duplicate charge.","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":"Thanks, Tomas. 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.","handoff":true,"route":"chargeback","checks":[],"judge":null,"outcome":"handoff_unneeded","trace":[{"step":"plan","intent":"billing","action":"charge_lookup","flags":["chargeback"],"rule_hits":["chargeback"]},{"step":"route","handoff":"chargeback"}]}},{"id":"T-1351","split":"dev","intent":"bug","scenario":"g_promo","label":"Promo code rejected","expected":"resolve","channel":"chat","name":"Chloe Fischer","country":"US","subject":"","body":"I've been sitting here trying to check out for twenty minutes and your promo code WELCOME10 keeps coming back as invalid. I do have a clearance item in my cart along with my other stuff, and I even tried entering a second coupon code to see if that would work, but nothing is going through. I honestly think your checkout page might be completely broken right now.","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":"I'm sorry for the frustration with checkout! A few things might be causing the issue:\n\n- **Only one promo code:** Only one promo code can be used per order, and codes cannot be combined with other offers.\n- **Clearance items:** Clearance items are final sale, and promo codes do not apply to final-sale items.\n\nPlease make sure only one code is entered at checkout and that eligible non-clearance items are in your cart. If you continue experiencing issues, let us know!","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-111"]}]},"after":{"reply":"Please note that our system allows only one promo code per order. Additionally, promo codes do not apply to final-sale items and cannot be combined with other offers.\n\nIf you remove any final-sale items or extra codes and are still experiencing a checkout error that keeps happening, please let us know the exact error message so we can pass it to our team to 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 reply correctly explains promo code policies regarding final-sale items and single-code limits, and provides concrete troubleshooting next steps.","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-password"]},{"step":"check","problems":[]}]}},{"id":"T-1352","split":"holdout","intent":"refund","scenario":"r_final_sale","label":"Return of a final-sale item","expected":"resolve","channel":"email","name":"Jonas Haddad","country":"US","subject":"return order AA-61794","body":"hi need to return the tarn fleece from order AA-61794 bought it in the clearance sale and it doesnt fit at all. need to sned back for a refund thanks\n\njonas","gold":"Not returnable: the Tarn Fleece on AA-61794 is marked final sale (clearance). Final-sale items can only be refunded or replaced if defective.","order":{"order_id":"AA-61794","status":"delivered","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":true}],"total":89.0,"carrier":"UPS","tracking":"1Z079660620392","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Jonas,\n\nThanks for reaching out! Unfortunately, clearance items are final sale and cannot be returned for a refund or exchange. We're very 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 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-101","hc-103","hc-104"]}]},"after":{"reply":"Hi Jonas,\n\nThank you for reaching out. Your Tarn Fleece from order AA-61794 is not eligible for a return or refund. Because it was purchased as a final-sale item, it cannot be returned or refunded unless it arrived damaged or defective.\n\nIf you have any further questions or if the item has a defect, please let us know!","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 unless defective, adhering strictly to 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-61794"},"output":{"ok":true,"order":{"order_id":"AA-61794","status":"delivered","country":"US","items":[{"name":"Tarn Fleece","price":89.0,"final_sale":true}],"total":89.0,"carrier":"UPS","tracking":"1Z079660620392","ordered":"2026-10-21","shipped":"2026-10-22","delivered":"2026-10-26","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":15,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-61794","reason":"change_of_mind"},"output":{"order_id":"AA-61794","item":"Tarn Fleece","amount":89.0,"final_sale":true,"days_since_delivery":15,"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"]},{"step":"check","problems":[]}]}},{"id":"T-1353","split":"holdout","intent":"howto","scenario":"h_warranty_claim","label":"Warranty claim after 90 days","expected":"escalate","channel":"email","name":"Sofia Kowalski","country":"US","subject":"Broken zipper on Larch Insulated Parka - AA-58996","body":"Hello,\n\nThe main zipper on my Larch Insulated Parka from order AA-58996 just completely failed. I purchased this jacket about 14 months ago. Is this issue covered?\n\nSofia","gold":"Defect after 90 days (433 days since delivery) but within the 2-year warranty: hand off to the warranty team.","order":{"order_id":"AA-58996","status":"delivered","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z750833857014","ordered":"2025-08-29","shipped":"2025-08-30","delivered":"2025-09-03","last_scan":null,"return_received":null,"refund_issued":null},"before":{"reply":"Hi Sofia,\n\nI'm sorry to hear about the zipper on your Larch Insulated Parka! I'm connecting you with our support team so they can look into your order and let you know about our warranty and repair options.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-123","hc-120","hc-108"]}]},"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-58996. They'll see everything you've told me, so you won't need to repeat it.","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-58996"},"output":{"ok":true,"order":{"order_id":"AA-58996","status":"delivered","country":"US","items":[{"name":"Larch Insulated Parka","price":289.0,"final_sale":false}],"total":289.0,"carrier":"UPS","tracking":"1Z750833857014","ordered":"2025-08-29","shipped":"2025-08-30","delivered":"2025-09-03","last_scan":null,"return_received":null,"refund_issued":null,"days_since_delivery":433,"days_since_last_scan":null,"lost":false}}},{"step":"action","name":"refund_check","input":{"order_id":"AA-58996","reason":"defective"},"output":{"order_id":"AA-58996","item":"Larch Insulated Parka","amount":289.0,"final_sale":false,"days_since_delivery":433,"reason":"defective","decision":"warranty_claim","rule":"defect after 90 days: warranty team (2-year warranty)","handoff":true}},{"step":"route","handoff":"warranty"}]}},{"id":"T-1354","split":"holdout","intent":"howto","scenario":"h_warranty","label":"Warranty terms","expected":"resolve","channel":"chat","name":"Ben Lindqvist","country":"US","subject":"","body":"What kind of warranty actually comes with the Larch Insulated Parka before I go ahead and buy it?","gold":"2-year warranty against manufacturing defects.","order":null,"before":{"reply":"Hi Ben! All of our products, including the Larch Insulated Parka, come with a 2-year warranty covering 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 pre-purchase warranty inquiry according to policy.","quote":""},"outcome":"resolved","trace":[{"step":"retrieve","kb":"v1","articles":["hc-122","hc-112","hc-102"]}]},"after":{"reply":"Our products come with a 2-year warranty against manufacturing defects. Within 90 days of delivery, defective items are refunded or replaced directly; after that, warranty claims are passed to the 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 states the 2-year warranty policy against manufacturing defects and provides clear context.","quote":""},"outcome":"resolved","trace":[{"step":"plan","intent":"howto","action":"none","flags":[],"rule_hits":[]},{"step":"retrieve","kb":"v2","articles":["kb-warranty","kb-refund-timing","kb-email","kb-double-charge"]},{"step":"check","problems":[]}]}},{"id":"T-1355","split":"dev","intent":"bug","scenario":"g_checkout","label":"Payment error keeps failing","expected":"escalate","channel":"chat","name":"Priya Costa","country":"US","subject":"","body":"I am trying to complete my order right now because I really want to buy today, but every single time I submit it keeps failing with error code PAY-17. I've already attempted this three separate times using totally different cards and nothing is working.","gold":"Persistent unknown payment error (PAY-17): collect it and hand off to the team.","order":null,"before":{"reply":"I'm sorry to hear you're running into error PAY-17 while trying to complete your purchase! Our available help articles don't cover this specific payment issue, so I am connecting you with a member of our support team to help you complete your order right away.","handoff":true,"route":"model_handoff","checks":[],"judge":null,"outcome":"handoff_ok","trace":[{"step":"retrieve","kb":"v1","articles":["hc-117","hc-108","hc-123"]}]},"after":{"reply":"Thanks, Priya. 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.","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-1356","split":"holdout","intent":"bug","scenario":"g_no_confirm","label":"Charged, no confirmation e-mail","expected":"resolve","channel":"email","name":"Liam Ibrahim","country":"US","subject":"Charged but no confirmation email","body":"My card was charged $48.95 today, but I still have not received an order confirmation email. Did my order actually go through? I don't have an order number since no email arrived.\n\nLiam","gold":"Yes: order AA-14442 (Kettle Wool Gloves) was placed today and is processing; the charge is for it.","order":{"order_id":"AA-14442","status":"processing","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"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. I'm going to connect you with our support team so they can look into your account, verify your payment, 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 Liam,\n\nYes, your order went through successfully! Your order number is AA-14442 for Kettle Wool Gloves ($42.00, total $48.95 placed on 2026-11-10). It is currently processing.\n\nIf you need to update or check your email address to ensure you receive future updates, you can go to Account > Profile > Email, enter the new address, and confirm it through the 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 details and processing status matching the records, and gives a helpful next step regarding email settings.","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-14442","status":"processing","country":"US","items":[{"name":"Kettle Wool Gloves","price":42.0,"final_sale":false}],"total":48.95,"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-double-charge","kb-not-received","kb-address"]},{"step":"check","problems":[]}]}}]}