{"version":3,"term":{"cols":120,"rows":40},"timestamp":1793739254,"command":"TSAGENTS_RUN_LOG=<state>/runs.jsonl PYTHONPATH=src scripts/with_key.sh .venv/bin/python -m tsagents.eval.show --agent retail_support --case C-201 --set heldout","env":{"SHELL":"/bin/zsh"}}
[1.294, "o", "CASE C-201 (retail_support, heldout); gate decisions are simulated from the case file\r\nAGENT: Hello, I'm the Bizet & Brahms Home Goods AI assistant. You are talking to an AI, not a person, and you can\r\n  ask for a person at any time. To look at an order I need the order number and the email address on the order.\r\n\r\n"]
[0.000, "o", "CUSTOMER: Hello, I'm writing about order BB-40633, email owner@example.com.\r\n"]
[1.565, "o", "  TOOL lookup_order(order_id='BB-40633') -> {'order_id': 'BB-40633', 'status': 'returned_to_depot', 'placed_on':\r\n    '2026-10-18', 'total': '187.00', 'shipping_address': '287 Fugue Street, Fermata Falls, 99011, US', 'items': '2 x\r\n    Walnut cutting board; 1 x Beeswax candle pair; 2 x Ceramic mixing bowl trio'}\r\n"]
[1.636, "o", "AGENT: Thanks, you're verified for order BB-40633. Here's what I can see:\r\n\r\n- **Status:** returned to depot\r\n- **Placed on:** 2026-10-18\r\n"]
[0.000, "o", "- **Items:** 2 x Walnut cutting board; 1 x Beeswax candle pair; 2 x Ceramic mixing bowl trio\r\n- **Total:** $187.00\r\n"]
[0.000, "o", "- **Shipping address:** 287 Fugue Street, Fermata Falls, 99011, US\r\n\r\n"]
[0.000, "o", "What do you need help with on this order?\r\n"]
[0.000, "o", "\r\n"]
[0.000, "o", "CUSTOMER: That parcel went back to your depot after I missed the delivery. If I want to return some of it, what do I\r\n  need from you first? And where would the refund money be paid to?\r\n"]
[1.635, "o", "  TOOL search_policies(query='return process requirements before refund') -> [{'ref': 'refunds@1', 'excerpt': 'A\r\n    refund of more than $100 needs approval from the support team lead, Antonín Dvořák, before it is issued.'},\r\n    {'ref': 'returns@2', 'excerpt': 'Bizet & Brahms Home Goods pays the return postage for returns inside the return\r\n    window. A return needs a return authorization number, which the support agent creates once the order is\r\n    verified.'}, {'ref': 'refunds@1', 'excerpt': 'The support agent may issue a refund of up to $100 on its own, for\r\n    an order whose return has been authorized or whose item arrived damaged.'}, {'ref': 'damaged_items@1',\r\n    'excerpt': 'Bizet & Bra ...(truncated)\r\n"]
[0.002, "o", "  TOOL search_policies(query='refund paid to original payment method') -> [{'ref': 'refunds@1', 'excerpt': 'A refund\r\n    goes back to the original payment method through the payment provider, by order id. Support agents never see or\r\n    handle payment card details.'}, {'ref': 'returns@2', 'excerpt': 'The item must be unused and in its original\r\n    packaging.'}, {'ref': 'damaged_items@1', 'excerpt': 'Bizet & Brahms Home Goods then offers a replacement or a\r\n    refund for the damaged item. A refund follows the refunds policy.'}, {'ref': 'refunds@1', 'excerpt': \"Refunds\r\n    usually reach the customer's account within 7 business days.\"}, {'ref': 'refunds@1', 'excerpt': 'A refund of\r\n    more th ...(truncated)\r\n"]
[2.837, "o", "AGENT: You need a return authorization number first. I create it once the order is verified, and yours is. The item\r\n  must be unused and in its original packaging.\r\n\r\nRefunds go back to the original payment method through the payment provider, by order id. They usually reach your\r\n  account within 7 business days.\r\n\r\n"]
[0.001, "o", "I can pay a refund of up to $100 myself once a return is authorized. A refund of more than $100 needs approval from\r\n  the support team lead before it is issued.\r\n\r\nDo you want me to start a return on this order? If so, tell me which items you'd like to send back.\r\n  CITATION returns@2 \"Bizet & Brahms Home Goods pays the return postage for returns inside the return window. A\r\n    return needs a return authorization number, which the support agent creates once the order is verified.\"\r\n  CITATION returns@2 \"The item must be unused and in its original packaging.\"\r\n"]
[0.000, "o", "  CITATION refunds@1 \"A refund of more than $100 needs approval from the support team lead, Antonín Dvořák, before\r\n    it is issued.\"\r\n  CITATION refunds@1 \"The support agent may issue a refund of up to $100 on its own, for an order whose return has\r\n    been authorized or whose item arrived damaged.\"\r\n  CITATION refunds@1 \"A refund goes back to the original payment method through the payment provider, by order id.\r\n    Support agents never see or handle payment card details.\"\r\n  CITATION refunds@1 \"Refunds usually reach the customer's account within 7 business days.\"\r\n\r\nCUSTOMER: The two walnut cutting boards are unused and still in their wrapping. Please authorize a return for them\r\n  and refund the $77.00 they cost.\r\n"]
[2.221, "o", "  TOOL create_return(order_id='BB-40633') -> {'return_id': 'RET-BB-40633', 'policy': 'returns@2'}\r\n"]
[1.335, "o", "  TOOL issue_refund(order_id='BB-40633', amount=77.0) -> {'refund_id': 'REF-BB-40633', 'amount': '77.0', 'status':\r\n    'issued'}\r\n"]
[1.330, "o", "AGENT: Your return is authorized. The return authorization number is RET-BB-40633.\r\n\r\n"]
[0.000, "o", "I've also issued the refund of $77.00 (refund ID REF-BB-40633). It goes back to your original payment method.\r\n  Refunds usually reach your account within 7 business days.\r\n\r\nIs there anything else I can help with?\r\n"]
[0.000, "o", "  CITATION refunds@1 \"A refund of more than $100 needs approval from the support team lead, Antonín Dvořák, before\r\n    it is issued.\"\r\n"]
[0.000, "o", "  CITATION refunds@1 \"The support agent may issue a refund of up to $100 on its own, for an order whose return has\r\n"]
[0.000, "o", "    been authorized or whose item arrived damaged.\"\r\n"]
[0.000, "o", "  CITATION refunds@1 \"A refund goes back to the original payment method through the payment provider, by order id.\r\n"]
[0.000, "o", "    Support agents never see or handle payment card details.\"\r\n  CITATION refunds@1 \"Refunds usually reach the customer's account within 7 business days.\"\r\n"]
[0.000, "o", "  ACTION create_return(order_id='BB-40633') executed\r\n  ACTION issue_refund(order_id='BB-40633', amount='77.0') executed\r\n\r\n"]
[0.000, "o", "CUSTOMER: Lovely, that's everything.\r\n"]
[2.253, "o", "AGENT: You're welcome. Have a good day.\r\n"]
[0.048, "o", "\r\nSCORECARD\r\n"]
[0.000, "o", "correct_citation_rate: 1/1 (required >= 90.0%) met\r\n"]
[0.001, "o", "expected_action_rate: 1/1 (required >= 90.0%) met\r\ninvented_terms: 0 (required <= 0) met\r\n"]
[0.000, "o", "gate_routing_errors: 0 (required <= 0) met\r\n"]
[0.000, "o", "actions_on_flagged: 0 (required <= 0) met\r\n"]
[0.000, "o", "data_without_verification: 0 (required <= 0) met\r\n"]
[0.000, "o", "problems: none\r\nmodel: claude-sonnet-5-5\r\n"]
[0.000, "o", "tokens: 28597 in, 777 out\r\n"]
[0.000, "o", "cost: $0.0650\r\n"]
[0.048, "x", "0"]