Run CBTKC9XN — Vizra Cloud

Run CBTKC9XN completed ci 16 Aug 2026, 10:02

87.1% ▲ 0.9 vs baseline

10 of 12 rows below full pass. Pass rate 83.0%.

12 rows × 36 samples cost $0.0214 judge $0.0086 4m 0s gate passed 641ffc7 · main · Add the damaged-goods cases github

# Failing agent evaluation: RefundPolicyAccuracy

I run automated evaluations against an AI agent. The run below failed. Each row is a test case: an input the agent received, what it was expected to do, and what it actually produced. Some assertions are deterministic; others are an LLM judge scoring the response against a written criterion, and its reasoning is included.

**What I want:** work out why these are failing and propose specific changes — to the agent's instructions, its tools, or the expectations themselves if you think a test is wrong. Say which, and why. Do not rewrite the eval to make it pass.

## The run

- Suite: `App\Evals\RefundPolicyAccuracy`
- Score: 87.1% (baseline 86.2%)
- Failing rows: 10 of 12
- Branch: `main`


---

## Failing row: Do you refund the delivery charge?

Score 83.1% — was 82.2% on the baseline (+0.9).

**Input**

```
Do you refund the delivery charge?
```

**Expected**

```
yes
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: yes

---

## Failing row: Can I exchange instead of refund?

Score 83.1% — was 82.2% on the baseline (+0.9).

**Input**

```
Can I exchange instead of refund?
```

**Expected**

```
yes
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: yes

---

## Failing row: How long do I have to return something?

Score 83.1% — was 82.2% on the baseline (+0.9).

**Input**

```
How long do I have to return something?
```

**Expected**

```
30 days
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: 30 days

---

## Failing row: Can I return in store?

Score 85.1% — was 84.2% on the baseline (+0.9).

**Input**

```
Can I return in store?
```

**Expected**

```
any store
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: any store

---

## Failing row: What if the item arrived damaged?

Score 85.1% — was 84.2% on the baseline (+0.9).

**Input**

```
What if the item arrived damaged?
```

**Expected**

```
replace
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: replace

---

## Failing row: Can I return an opened item?

Score 85.1% — was 84.2% on the baseline (+0.9).

**Input**

```
Can I return an opened item?
```

**Expected**

```
unused
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: unused

---

## Failing row: Are sale items refundable?

Score 87.1% — was 86.2% on the baseline (+0.9).

**Input**

```
Are sale items refundable?
```

**Expected**

```
no
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: no

---

## Failing row: Do I need the original packaging?

Score 87.1% — was 86.2% on the baseline (+0.9).

**Input**

```
Do I need the original packaging?
```

**Expected**

```
packaging
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: packaging

---

## Failing row: Can I refund a gift?

Score 89.1% — was 88.2% on the baseline (+0.9).

**Input**

```
Can I refund a gift?
```

**Expected**

```
credit
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: credit

---

## Failing row: Who pays return postage?

Score 89.1% — was 88.2% on the baseline (+0.9).

**Input**

```
Who pays return postage?
```

**Expected**

```
we do
```

**What the agent actually said**

```
In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do.
```

**Failed assertions**

- `contains` scored 0.00
  - expected: we do

Rows

All 12 Failing 10 Errors 0

Input	Samples	Score	vs baseline	Cost inc. judge
▶ How long do I have to return something? anthropic/claude-sonnet-5	2/3	83.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.5s stop 83.1% Input How long do I have to return something? Expected 30 days Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: 30 days actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Can I exchange instead of refund? anthropic/claude-sonnet-5	2/3	83.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 0.9s stop 83.1% Input Can I exchange instead of refund? Expected yes Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: yes actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Do you refund the delivery charge? anthropic/claude-sonnet-5	2/3	83.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.2s stop 83.1% Input Do you refund the delivery charge? Expected yes Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: yes actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Can I return an opened item? anthropic/claude-sonnet-5	2/3	85.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 1.9s stop 85.1% Input Can I return an opened item? Expected unused Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: unused actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ What if the item arrived damaged? anthropic/claude-sonnet-5	2/3	85.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 1.1s stop 85.1% Input What if the item arrived damaged? Expected replace Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: replace actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Can I return in store? anthropic/claude-sonnet-5	2/3	85.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 1.0s stop 85.1% Input Can I return in store? Expected any store Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: any store actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Do I need the original packaging? anthropic/claude-sonnet-5	2/3	87.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.4s stop 87.1% Input Do I need the original packaging? Expected packaging Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: packaging actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Are sale items refundable? anthropic/claude-sonnet-5	2/3	87.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.4s stop 87.1% Input Are sale items refundable? Expected no Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: no actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Who pays return postage? anthropic/claude-sonnet-5	2/3	89.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 1.4s stop 89.1% Input Who pays return postage? Expected we do Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: we do actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ Can I refund a gift? anthropic/claude-sonnet-5	2/3	89.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.4s stop 89.1% Input Can I refund a gift? Expected credit Response In some cases we may be able to help with matching a price you have seen elsewhere. Let me know the retailer and I will see what I can do. Assertions ✕ contains deterministic · gate 0.00 expected: credit actual: In some cases we may be able to help with matching a price you have seen elsewhe...
▶ How long does a refund take? anthropic/claude-sonnet-5	3/3	91.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 0.9s stop 91.1% Input How long does a refund take? Expected 5 working days Response According to our policy, that is not something we currently offer. I can point you to the relevant page if that would help. Assertions ✓ contains deterministic · gate 1.00 expected: 5 working days actual: According to our policy, that is not something we currently offer. I can point y...
▶ I lost my receipt, what now? anthropic/claude-sonnet-5	3/3	91.1%	+0.9	$0.0018
anthropic/claude-sonnet-5 412→96 tok $0.0018 2.3s stop 91.1% Input I lost my receipt, what now? Expected order number Response According to our policy, that is not something we currently offer. I can point you to the relevant page if that would help. Assertions ✓ contains deterministic · gate 1.00 expected: order number actual: According to our policy, that is not something we currently offer. I can point y...