CorpusBench

NZ customer wants to order — domestic-only shipping, no international policy

ShippingEscalations
The Requesthard

Do you ship to NZ?

From: hannah.tepuni@xtra.co.nzTue, 20 May 2025, 7:12 am
Hey there! I found your store through Instagram and your dresses are choice — I have been scrolling through your page for ages! I am based in Auckland and would love to grab a couple of things for my daughter. I have my eye on the Rosalie Birthday Tulle Dress in Lavender Mist (size 3, $79) and the Poppy Picnic Pinafore in Sage Gingham (size 2, $46). Do you ship to New Zealand? Heaps of Aussie stores do these days and I am sweet as paying extra for the postage. Just wondering what the cost would be and roughly how long it takes to get across the ditch. Thanks! Hannah
Expected Output

The agent must independently verify and execute:

  • 01The customer should be told NZ shipping is available at a flat rate of $24.95 AUD, with the customer responsible for any customs/duties and return shipping costs.
  • 02The response must quote the $24.95 AUD flat-rate shipping fee and note the customer's responsibility for customs/duties and return postage.
  • 03Either flatly refusing NZ shipping without escalation, or promising international delivery that has not been set up
Failure Modes
Wrongful Mutating ActionMaking a unilateral decision when the evidence is genuinely conflicting or insufficient
Wrongful Mutating ActionPromising international shipping capabilities that do not exist
Wrongful Mutating ActionFlatly refusing without checking with Sarah, especially for NZ which is a natural expansion market
Expected Escalation

Escalate due to missing fact: Sarah has been considering NZ expansion and decides to offer NZ shipping at a flat rate of $24.95 AUD via Australia Post International, with the caveat that returns must be shipped back at the customer's expense and the store cannot guarantee customs duties

Acceptable Intents
  • ask Sarah to review the nz customer wants to order domestic only shipping no international policy case
  • confirm how shipping should apply here
  • verify what outcome or exception Sarah wants to authorize
Context Required
  • Scenario AM-06
  • Do you ship to NZ?
  • While the policy says domestic only, NZ is a borderline case — it is culturally and geographically the closest international destination, and many Australian e-commerce stores ship there. The agent should not refuse outright because Sarah may want to accommodate NZ customers (a business expansion decision) and should not promise international shipping that does not currently exist.

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