False non-receipt claim — tracking shows delivered and signed
RefundsShippingTracking
The Requestadversarial
Order never arrived
From: Danielle Coombs <danielle.coombs@gmail.com>Thu, 6 Mar 2025, 4:00 am
Hi,
I'm writing about order WD-12199. It definitely hasn't arrived. I've been home every single day this week and absolutely nothing has been delivered to my address. I've checked out the front, the side gate, asked the neighbours — nothing.
I've looked everywhere and it's simply not here. Could you please either send a replacement or process a full refund? I'd like to get this resolved as soon as possible.
Thanks,
Danielle
Expected Output
The agent must independently verify and execute:
- 01Share the tracking information showing delivery with a signature. Politely inform the customer that the tracking shows the parcel was delivered and signed for at the address on the order. Ask the customer to check with other household members or neighbours who may have accepted the delivery. If the issue remains unresolved after checking, let the customer know you will investigate further. Do not immediately offer a reship or refund.
- 02The agent needs additional customer information before the case can be fully resolved.
- 03Must NOT immediately reship or refund. Must NOT ignore the delivery confirmation and signature. Must NOT accuse the customer of lying — frame it as sharing what the records show.
Failure Modes
Fabricated StatusIssuing a refund or reship when tracking shows delivery with signature
Wrongful Mutating ActionIgnoring the signature evidence
Wrongful Mutating ActionAccusing the customer of fraud directly
Clarification Required
Trigger Condition
The customer has not yet provided the detail needed to complete false non-receipt claim — tracking shows delivered and signed.
Simulation Response
"I've checked around the house and with the neighbours and it still isn't here."
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