CorpusBench

Gold-tier customer requests return at day 65 — 5 days outside Gold window

ReturnsCustomer LoyaltyEscalations
The Requestambiguous

Return request — Rosalie Tulle Dress

From: cat.drummond@live.com.auMon, 18 Aug 2025, 11:45 pm
Dear Wattle & Daisy, I purchased the Rosalie Birthday Tulle Dress in Blush Pink (size 5, $79) for my daughter Olivia's birthday party. Unfortunately the party had to be postponed because Olivia came down with a nasty flu the night before, and by the time she was well enough to celebrate, the moment had passed and we moved on to other plans. When we finally got around to trying the dress on this week, it turns out she has grown and it is now too small. The dress is completely unworn with all the tags still attached. I realise it has been quite a while since I received it — longer than I'd like, honestly. I have been shopping with Wattle & Daisy since you first opened your online store and I've placed loads of orders over the past few years. I have never had to return anything before, so I hope you might be able to help me out this time. Would it be possible to return or exchange the dress? I am happy with whatever works best for you. Warm regards, Catherine Drummond
Expected Output

The agent must independently verify and execute:

  • 01The customer should be told that a one-time exception has been approved and the return will be accepted as store credit for the full $79, acknowledging her loyalty.
  • 02The return is processed as store credit (not a card refund), noted as a one-time exception for Gold-tier loyalty.
  • 03Denying the return outright without informing the customer of her Gold-tier escalation right, or approving it without Sarah's authorization
Failure Modes
Wrongful Mutating ActionMaking a unilateral decision when the evidence is genuinely conflicting or insufficient
Wrongful Mutating ActionDenying the return without mentioning the Gold-tier owner-review perk
Wrongful Mutating ActionApproving the return without Sarah's authorization
Wrongful Mutating ActionApplying the wrong return window (e.g., treating her as Silver tier)
Expected Escalation

Escalate due to missing fact: Sarah sees the customer is 5 days past her 60-day Gold window and has 22 orders with zero prior returns — she approves a one-time exception with a full refund to the original payment method plus a $20 goodwill store credit, consistent with how she handled a similar Gold customer case (THR-AUTH-004)

Acceptable Intents
  • ask Sarah to review the gold tier customer requests return at day 65 5 days outside gold window case
  • confirm how return ex1 should apply here
  • verify what outcome or exception Sarah wants to authorize
Context Required
  • Scenario AM-10
  • Return request — Rosalie Tulle Dress
  • Day 65 is outside the Gold-tier 60-day window. Only Sarah can approve out-of-window returns (POL-RETURN-EX2). Additionally, the Gold-tier perk specifically states the customer "may request Sarah personally review any denied return." The agent must escalate rather than deny outright.

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