expected_resolution stringlengths 88 192 | id stringlengths 11 14 | intent stringclasses 6
values | must_acknowledge listlengths 2 2 | must_avoid listlengths 1 7 | persona stringclasses 7
values | policy_facts listlengths 3 6 | product stringclasses 13
values | split stringclasses 1
value | user_turns listlengths 2 4 |
|---|---|---|---|---|---|---|---|---|---|
Explain the return is still in transit and not yet received by the warehouse, share the tracking status, and confirm the refund is issued within 5 business days of receipt. | refund-0001 | refund | [
"in transit",
"refund"
] | [
"refund has been issued"
] | frustrated | [
"Refunds are issued within 5 business days after the warehouse receives the return.",
"The order #57923 return has not been scanned at the warehouse yet; the carrier shows it in transit.",
"Agents may offer a one-time $10 goodwill credit after a service failure."
] | Cascade Espresso Machine | train | [
"Second time I'm writing about this. Returned my espresso machine, order #57923, about 10 days ago. No refund yet. What's going on? Please just fix it.",
"I used the prepaid label you sent and have the drop-off receipt.",
"Unbelievable. Can you just refund me now since I have the drop-off receipt?"
] |
Explain the cancellation came after the renewal date, so the $28.00 charge stands and the shipped box is the last one, and confirm there will be no future charges. | billing-0001 | billing | [
"renewal",
"cancel"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"refund has been issued"
] | confused | [
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Cancellations after the renewal date take effect next cycle; the renewed box ships and is not refundable.",
"Loyalty members earn 1 point per dollar spent.",
... | Brewly Coffee Subscription | train | [
"Hi, I'm not sure this is the right place to ask. Why was I billed $28.00 for my Brewly subscription? I cancelled it already. Reference #28334.",
"My cancellation was 2 days after the renewal, if that matters.",
"Sorry, I don't quite follow. That doesn't seem fair. Can't you make an exception just this once?",
... |
Share the tracking status, explain the order is only 1 business day late, and that a carrier trace opens at 3 business days if it hasn't moved. | shipping-0001 | shipping | [
"tracking",
"3 business days"
] | [
"reshipped",
"refund has been issued"
] | polite | [
"A carrier trace is opened once a package is 3 business days past its estimate.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Order confirmations and receipts are emailed to the address on the account.",
"If there is still no movement 10 business days past the estimate, the order is reshipped or r... | Glow Vitamin C Serum | train | [
"Hi there! Still no Glow serum. Order #59129. It's 1 business day late.",
"I already checked with my building's mailroom.",
"Thanks for explaining. So I just wait? What if it doesn't show up?"
] |
Explain the phone's OS version 13 is below the required version 16, so the customer needs to update the phone software before pairing will work. | technical-0001 | technical | [
"version",
"update"
] | [
"defective"
] | terse | [
"Loyalty members earn 1 point per dollar spent.",
"The Pulse Fitness Watch app requires phone OS version 16 or newer.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"Agents may offer a one-time $10 goodwill credit after a service failure."
] | Pulse Fitness Watch | train | [
"My Pulse watch won't pair with my iPhone. It just spins and fails. Order #32377.",
"It's on OS version 13. Bluetooth is on."
] |
Explain the lock lifts automatically after 15 minutes (it's been 2), and suggest a password reset to avoid another lock. | account-0001 | account | [
"15 minutes",
"unlock"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | elderly-non-technical | [
"Accounts still locked after the lock period are unlocked by an agent after identity verification.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Order confirmations and receipts are emailed to the address on the account.",
"Accounts lock for 15 minutes after 5 failed logins and unlock automaticall... | Cascade Espresso Machine | train | [
"Hello. I'm not very good with computers, so please bear with me. It says my account is locked. I tried logging in for my espresso machine order and got locked 2 minutes ago. Thank you for your patience.",
"I'm sure I'm typing the right password now.",
"Okay, I'll wait. Can you check my order in the meantime?"
... |
Decline the price match because the $64 listing is from a third-party marketplace seller, which the policy excludes. | general-0001 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | anxious | [
"The Walmart listing is from a third-party marketplace seller.",
"Orders over $50 ship free within the continental US.",
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"Marketplace or third-party seller listings are excluded from price matching."
] | Hearth Cast-Iron Skillet | train | [
"Sorry to bother you, I'm quite stressed about this. Found the cast-iron skillet cheaper at Walmart, $64. Can you match that on order #16480? Please let me know soon.",
"It's listed by a third-party seller on their site, but it's the same item."
] |
Explain size medium is out of stock with no restock date and offer a full refund on return of the large, since the request is within the 45-day window. | refund-0002 | refund | [
"out of stock",
"refund"
] | [
"exchange has been shipped"
] | confused | [
"Size medium of the Harbor Wool Coat is out of stock with no restock date; eligible returns get a full refund instead.",
"Unworn items with tags can be exchanged for free within 45 days of delivery.",
"Loyalty members earn 1 point per dollar spent."
] | Harbor Wool Coat | train | [
"Sorry, I'm a bit confused about something. Wrong size on my Harbor coat, order #16450. I need a medium instead of the large. It came 32 days ago. What am I supposed to do?",
"I'd prefer the exchange if you have the medium in stock.",
"Wait. That's annoying. Can you tell me when the medium is back?"
] |
Verify identity without asking for the full card number, hold order #53089, escalate it to the fraud team, and advise the customer to contact their bank about the card. | billing-0002 | billing | [
"fraud",
"bank"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | polite | [
"Reference #53089 was placed from a new device and ships to an address not on the customer's account.",
"Exchanges ship free once the original item is scanned by the carrier.",
"Suspected fraud is escalated to the fraud team, the order is held, and the customer is advised to contact their bank.",
"Support nev... | Aero ANC Headphones | train | [
"Hi there! Unknown $249.00 charge on my statement, says #53089, something about a Aero headphones. Is this fraud? Appreciate it!",
"Want me to read you my card number so you can check?",
"Okay, thank you. Should I cancel my card right now?"
] |
Open a carrier trace since the order is 6 business days late, and explain it will be reshipped or refunded if there is no movement by 10 business days past the estimate. | shipping-0002 | shipping | [
"trace",
"carrier"
] | [
"reshipped today",
"refund has been issued"
] | terse | [
"If there is still no movement 10 business days past the estimate, the order is reshipped or refunded.",
"Gift cards are non-refundable and never expire.",
"A carrier trace is opened once a package is 3 business days past its estimate.",
"Exchanges ship free once the original item is scanned by the carrier."
... | Volt 20K Power Bank | train | [
"Still no Volt power bank. Order #85458. It's 6 business days late.",
"I need it for a trip, so timing matters.",
"Do I need to do anything else while I wait?"
] |
Explain the phone's OS version 13 is below the required version 15, so the customer needs to update the phone software before pairing will work. | technical-0002 | technical | [
"version",
"update"
] | [
"defective"
] | elderly-non-technical | [
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"The Pulse Fitness Watch app requires phone OS version 15 or newer.",
"Standard shipping takes 3-5 business days within the continental US."
] | Pulse Fitness Watch | train | [
"Hello. I'm not very good with computers, so please bear with me. The Pulse watch keeps failing to pair. iPhone, latest app installed. Order #53090.",
"My phone is on version 13, if that matters.",
"How do I update it?",
"Could you write the steps down in an email for me?"
] |
Explain the account uses a different email, verify identity with the order number and last four card digits (never the password), and help the customer reset via the email on file. | account-0002 | account | [
"different email",
"verify"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | anxious | [
"Reset emails come from no-reply@ and are often filtered to spam; links expire after 30 minutes.",
"Order confirmations and receipts are emailed to the address on the account.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Support never asks for full card numbers, CVV codes, or account passwords; i... | Silk Ionic Hair Dryer | train | [
"I'm a bit worried about this. Locked out of my account, reset emails never show up. Need my hair dryer order details.",
"I'm writing from my personal email. Want my password to find the account?",
"Oh no. I don't have access to that old email anymore."
] |
Decline the price match because the $69 listing is from a third-party marketplace seller, which the policy excludes. | general-0002 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | skeptical | [
"Marketplace or third-party seller listings are excluded from price matching.",
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"Standard shipping takes 3-5 business days within the continental US.",
"The REI listing is from a third-party marketplace s... | Hearth Cast-Iron Skillet | train | [
"Last time I contacted you, nobody followed up. Found the cast-iron skillet cheaper at REI, $69. Can you match that on order #52158? Please don't just send me a link to the FAQ.",
"It's listed by a third-party seller on their site, but it's the same item."
] |
Apologize that the refund is overdue (12 business days since receipt, beyond the 5-day standard), escalate to the billing team, and give the customer a case number. | refund-0003 | refund | [
"escalate",
"case number"
] | [
"wait a few more days"
] | polite | [
"Refunds are issued within 5 business days after the warehouse receives the return.",
"Gift cards are non-refundable and never expire.",
"The order #26803 return was received 12 business days ago and no refund has been recorded.",
"Overdue refunds are escalated to the billing team with a case number."
] | Hearth Cast-Iron Skillet | train | [
"Hi there! Returned my cast-iron skillet, order #26803, about 9 days ago. No refund yet. What's going on? Thanks so much for your help.",
"The tracking number is on the return label receipt if you need it.",
"Do I need to do anything else while I wait?",
"That's really helpful, thank you!"
] |
Verify identity without asking for the full card number, hold order #90836, escalate it to the fraud team, and advise the customer to contact their bank about the card. | billing-0003 | billing | [
"fraud",
"bank"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | terse | [
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Reference #90836 was placed from a new device and ships to an address not on the customer's account.",
"Order confirmations and receipts are emailed to the addr... | Pulse Fitness Watch | train | [
"There's a $199.00 charge from your store on my card I don't recognize. Someone mentioned a Pulse watch? Reference #90836.",
"Want me to read you my card number so you can check?",
"That's scary. Will I get the $199.00 back?"
] |
Explain order #41798 has already shipped, offer a carrier redirect request for $12 without guaranteeing it, and explain what happens if the redirect fails. | shipping-0003 | shipping | [
"redirect",
"shipped"
] | [
"address has been updated",
"guaranteed"
] | elderly-non-technical | [
"Loyalty members earn 1 point per dollar spent.",
"Standard shipping takes 3-5 business days within the continental US.",
"Once shipped, the carrier can be asked to redirect the package for a $12 fee, but redirects are not guaranteed.",
"Addresses can be changed free of charge until the order ships.",
"Orde... | Cascade Espresso Machine | train | [
"Hello. I'm not very good with computers, so please bear with me. Wrong address on my espresso machine order, #41798. It should go to my new place in Columbus.",
"I moved last week and forgot to update it before ordering.",
"I see. And if the redirect fails, does it come back to you?",
"Thank you, that's very... |
Explain the phone's OS version 12 is below the required version 15, so the customer needs to update the phone software before pairing will work. | technical-0003 | technical | [
"version",
"update"
] | [
"defective"
] | anxious | [
"The Pulse Fitness Watch app requires phone OS version 15 or newer.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes."
] | Pulse Fitness Watch | train | [
"I'm a bit worried about this. Can't connect the Pulse watch to the app on my Android phone. Tried like five times. Is this going to be okay?",
"It's on OS version 12. Bluetooth is on.",
"I don't think my phone can update that far. Now what?"
] |
Start the email change and explain confirmation links go to both the old and new addresses, which the customer must click. | account-0003 | account | [
"confirmation",
"email"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | skeptical | [
"The customer can still access the old email.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Email changes require a confirmation link sent to both the old and new addresses.",
"Order confirmations and r... | Pulse Fitness Watch | train | [
"Last time I contacted you, nobody followed up. Change my account email please. Missing all my Pulse watch updates. I'd like a clear answer this time.",
"I can still log in to the old email for now.",
"I'll believe it when I see it. Got the links. Will my order #50332 updates switch too?",
"And if that doesn'... |
Share the expected restock in about 2 weeks, explain items can't be reserved, and sign the customer up for a back-in-stock alert. | general-0003 | general | [
"2 weeks",
"alert"
] | [
"reserved one for you",
"pre-order"
] | frustrated | [
"Backorders and reservations are not offered.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"The navy Volt 20K Power Bank has a confirmed restock shipment arriving in about 2 weeks.",
"Customers can sign up for back-in-stock email alerts."
] | Volt 20K Power Bank | train | [
"Second time I'm writing about this. I want the Volt power bank in navy. Any restock date?",
"Can I pre-order or reserve one?",
"Look. Will the alert give me time before it sells out?",
"Fine. Send me a confirmation email with a reference number."
] |
Explain the return is still in transit and not yet received by the warehouse, share the tracking status, and confirm the refund is issued within 5 business days of receipt. | refund-0004 | refund | [
"in transit",
"refund"
] | [
"refund has been issued"
] | terse | [
"Order confirmations and receipts are emailed to the address on the account.",
"Refunds are issued within 5 business days after the warehouse receives the return.",
"The order #21515 return has not been scanned at the warehouse yet; the carrier shows it in transit."
] | Summit 2-Person Tent | train | [
"Where is my refund? Returned the Summit tent from order #21515 8 days ago.",
"I used the prepaid label you sent and have the drop-off receipt.",
"It's been 8 days. Is it lost?",
"Fine. Reference number?"
] |
Explain that WELCOME10 had already expired when the order was placed, so it cannot be applied. | billing-0004 | billing | [
"expired",
"welcome10"
] | [
"price adjustment has been applied"
] | elderly-non-technical | [
"Gift cards are non-refundable and never expire.",
"Loyalty members earn 1 point per dollar spent.",
"Valid promo codes missed at checkout can be applied as a price adjustment within 14 days of the order.",
"Code WELCOME10 expired the day before order #38065 was placed."
] | Silk Ionic Hair Dryer | train | [
"Good morning. My daughter usually helps me with this but she's away. My promo code WELCOME10 didn't apply to the hair dryer. Order #38065, placed 4 days ago. Please explain it simply.",
"I placed the order 4 days ago if that helps.",
"Oh dear. That doesn't seem fair. Can't you make an exception just this once?... |
File a missing-package claim and ship a replacement Glow serum, since it has been 96 hours since the delivered scan, past the 48-hour wait. | shipping-0004 | shipping | [
"claim",
"replacement"
] | [
"you must have",
"wait another"
] | anxious | [
"Carriers sometimes scan packages as delivered up to 48 hours early; customers are asked to wait 48 hours after the scan.",
"After 48 hours, a missing-package claim is filed and a replacement is shipped.",
"Standard shipping takes 3-5 business days within the continental US."
] | Glow Vitamin C Serum | train | [
"Sorry to bother you, I'm quite stressed about this. My Glow serum says delivered but I never got it. Order #17083, marked delivered 96 hours ago. Please let me know soon.",
"I was home all day and nobody came to the door.",
"Thank you. Can it go with signature required this time?"
] |
Tell the customer not to unplug the device and to wait, since updates can take up to 30 minutes and it has only been 15. | technical-0004 | technical | [
"30 minutes",
"unplug"
] | [
"recovery mode now"
] | skeptical | [
"Firmware updates can take up to 30 minutes; never unplug the device during an update.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"If an update is stuck for over 30 minutes, use recovery mode: hold the power and volume-down buttons for 15 seconds."
] | Cascade Espresso Machine | train | [
"I've heard mixed things about your support, so let's see. My espresso machine has been stuck at 37% updating for 15 minutes. Order #19396. I'd like a clear answer this time.",
"The light is just blinking slowly."
] |
Start the email change and explain confirmation links go to both the old and new addresses, which the customer must click. | account-0004 | account | [
"confirmation",
"email"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | frustrated | [
"Standard shipping takes 3-5 business days within the continental US.",
"Email changes require a confirmation link sent to both the old and new addresses.",
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Support never asks for full card numbers... | Brewly Coffee Subscription | train | [
"This is getting ridiculous. I need to change the email on my account. My Brewly subscription order confirmations go to an old address.",
"I can still log in to the old email for now.",
"Seriously? Got the links. Will my order #74616 updates switch too?",
"Fine. Send me a confirmation email with a reference n... |
Add a gift receipt to order #35809 before it ships so no prices are shown, and explain gift returns become store credit for the recipient. | general-0004 | general | [
"gift receipt",
"store credit"
] | [
"already shipped"
] | confused | [
"Gift receipts (no prices shown) can be added until the order ships.",
"Order #35809 has not shipped yet.",
"Gift cards are non-refundable and never expire.",
"Gift returns are refunded as store credit to the recipient."
] | Summit 2-Person Tent | train | [
"Sorry, I'm a bit confused about something. The Summit tent I ordered is a gift. Can I add a gift receipt and hide the price? Order #35809.",
"If they don't like it, can they return it without me knowing?"
] |
Ask for a photo of the damage and offer a free replacement or a full refund, since it was reported 6 days after delivery, within the 7-day window. | refund-0005 | refund | [
"photo",
"replacement"
] | [
"claims team will review"
] | elderly-non-technical | [
"Shipping damage reported within 7 days of delivery, with a photo, gets a free replacement or a full refund, customer's choice.",
"Damage reported later is reviewed by the claims team within 3 business days.",
"Orders over $50 ship free within the continental US."
] | Harbor Wool Coat | train | [
"Good morning. My daughter usually helps me with this but she's away. Opened my Harbor coat and it has a cracked casing. Order #53345, delivered 6 days ago.",
"The outer box looked crushed too. I can send pictures.",
"I see. Do I have to send the broken one back?",
"Thank you, that's very kind. Will someone c... |
Explain that although WELCOME10 was valid, the order was placed 19 days ago, past the 7-day price-adjustment limit, so it cannot be applied retroactively. | billing-0005 | billing | [
"7 days",
"price adjustment"
] | [
"price adjustment has been applied"
] | anxious | [
"Orders over $50 ship free within the continental US.",
"Code WELCOME10 was valid on the order date.",
"Valid promo codes missed at checkout can be applied as a price adjustment within 7 days of the order."
] | Harbor Wool Coat | train | [
"I'm a bit worried about this. Forgot the WELCOME10 discount on my Harbor coat order (#26104). Placed it 19 days ago. Can you apply it?",
"I placed the order 19 days ago if that helps.",
"I've been a customer for years. Is there really nothing else you can do?"
] |
Apologize, confirm the hair dryer should have been in the box, and reship it at no cost. | shipping-0005 | shipping | [
"reship",
"missing"
] | [
"ships separately"
] | skeptical | [
"Warehouse records show the Silk Ionic Hair Dryer was packed in the same box as the rest of order #98450.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"Multi-item orders may ship in separate packages from different warehouses.",
"Items missing from a delivered box are reshippe... | Silk Ionic Hair Dryer | train | [
"I've heard mixed things about your support, so let's see. Order #98450 arrived missing the hair dryer. The other items were there.",
"The packing slip lists the hair dryer.",
"Thank you. How fast can you get it to me?"
] |
Walk the customer through charging with a known-good cable and outlet and a 20-second reset before considering a warranty claim. | technical-0005 | technical | [
"reset",
"cable"
] | [
"replacement is on its way"
] | frustrated | [
"Gift cards are non-refundable and never expire.",
"The Cascade Espresso Machine has a 24-month warranty against defects.",
"Loyalty members earn 1 point per dollar spent.",
"The customer has not tried any troubleshooting yet.",
"Before a warranty claim, agents walk through charging with a known-good cable ... | Cascade Espresso Machine | train | [
"I'm really annoyed right now. The espresso machine is dead. No lights, nothing. Bought it 4 months ago, order #71321. Please just fix it.",
"I haven't really tried anything yet, it just stopped."
] |
Secure the account (sign out sessions, force password reset) and escalate shipped order #16005 to the fraud team for carrier interception and refund review. | account-0005 | account | [
"fraud",
"password reset"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | confused | [
"Order #16005 has already shipped to Miami.",
"Shipped unauthorized orders are escalated to the fraud team for carrier interception.",
"Exchanges ship free once the original item is scanned by the carrier.",
"On suspected account takeover: cancel unshipped unauthorized orders, sign out all sessions, force a p... | Silk Ionic Hair Dryer | train | [
"Sorry, I'm a bit confused about something. Unauthorized order on my account: hair dryer, going to Miami. I live nowhere near there. What am I supposed to do?",
"I got a login alert from a device I don't own.",
"Do I need to do anything else while I wait?",
"Will I get an email explaining all of this?"
] |
Be honest that there is no confirmed restock date, don't guess, and sign the customer up for a back-in-stock alert. | general-0005 | general | [
"alert",
"restock"
] | [
"reserved one for you",
"back next week"
] | polite | [
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Orders over $50 ship free within the continental US.",
"The olive Trailrunner Hiking Boots has no confirmed restock date.",
"Backorders and reservations are not offered.",
"Customers can sign up for back-in-stock email alerts."
] | Trailrunner Hiking Boots | train | [
"Hi there! When will the Trailrunner boots in olive be back in stock? Appreciate it!",
"I don't want a different color."
] |
Ask for a photo of the damage and offer a free replacement or a full refund, since it was reported 3 days after delivery, within the 7-day window. | refund-0006 | refund | [
"photo",
"replacement"
] | [
"claims team will review"
] | anxious | [
"Loyalty members earn 1 point per dollar spent.",
"Damage reported later is reviewed by the claims team within 3 business days.",
"Shipping damage reported within 7 days of delivery, with a photo, gets a free replacement or a full refund, customer's choice."
] | Nimbus Smart Speaker | train | [
"Sorry to bother you, I'm quite stressed about this. Opened my Nimbus speaker and it has a big dent. Order #72397, delivered 3 days ago. Is this going to be okay?",
"I took photos of the box and the damage."
] |
Explain the second $449.00 is a pending authorization hold, not a charge, which drops off within 5 business days, and that no refund is needed. | billing-0006 | billing | [
"pending",
"authorization"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"refund has been issued"
] | skeptical | [
"Order #77825 shows one captured payment of $449.00 and one expired authorization hold.",
"Loyalty members earn 1 point per dollar spent.",
"Standard shipping takes 3-5 business days within the continental US.",
"A pending authorization hold is not a charge and drops off automatically within 5 business days."... | Cascade Espresso Machine | train | [
"I've heard mixed things about your support, so let's see. Why are there two $449.00 charges for order #77825? I only bought one espresso machine. I'd like a clear answer this time.",
"The second one is marked pending in my banking app.",
"So I'm not actually paying twice? What if it doesn't drop off?"
] |
Explain order #52787 has already shipped, offer a carrier redirect request for $8 without guaranteeing it, and explain what happens if the redirect fails. | shipping-0006 | shipping | [
"redirect",
"shipped"
] | [
"address has been updated",
"guaranteed"
] | frustrated | [
"Addresses can be changed free of charge until the order ships.",
"Order #52787 shipped yesterday.",
"Once shipped, the carrier can be asked to redirect the package for a $8 fee, but redirects are not guaranteed.",
"Exchanges ship free once the original item is scanned by the carrier."
] | Hearth Cast-Iron Skillet | train | [
"Second time I'm writing about this. I need to change the shipping address on order #52787 for the cast-iron skillet. I'm moving to Austin.",
"I moved last week and forgot to update it before ordering."
] |
Guide the customer through recovery mode (power + volume-down for 15 seconds) since it has been stuck 60 minutes, and offer a warranty replacement if recovery fails. | technical-0006 | technical | [
"recovery mode",
"15 seconds"
] | [
"just unplug it"
] | confused | [
"If recovery mode fails, the device is replaced under warranty.",
"If an update is stuck for over 30 minutes, use recovery mode: hold the power and volume-down buttons for 15 seconds.",
"Firmware updates can take up to 30 minutes; never unplug the device during an update.",
"Agents may offer a one-time $10 go... | Aero ANC Headphones | train | [
"Sorry, I'm a bit confused about something. Firmware update froze on my Aero headphones. 37% for 60 minutes now. Should I unplug it?",
"The light is just blinking slowly.",
"Sorry, I don't quite follow. It rebooted but the update failed again."
] |
Start the email change and explain confirmation links go to both the old and new addresses, which the customer must click. | account-0006 | account | [
"confirmation",
"email"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | polite | [
"The customer can still access the old email.",
"Email changes require a confirmation link sent to both the old and new addresses.",
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Gift cards are non-refundable and never expire.",
"Support nev... | Summit 2-Person Tent | train | [
"Hi there! I need to change the email on my account. My Summit tent order confirmations go to an old address. Appreciate it!",
"I can still log in to the old email for now.",
"Do I have to click both links?",
"Great, thanks for sorting this out."
] |
Explain drops aren't covered by the warranty and the protection plan can no longer be added, since it must be bought within 30 days of purchase. | general-0006 | general | [
"accidental",
"30 days"
] | [
"warranty covers drops",
"add the protection plan"
] | terse | [
"The customer bought the item about two months ago.",
"The Pulse Fitness Watch has a 12-month warranty covering manufacturing defects only.",
"Accidental damage is covered only by an optional protection plan, which can be added within 30 days of purchase.",
"Agents may offer a one-time $10 goodwill credit aft... | Pulse Fitness Watch | train | [
"What does the warranty on the Pulse watch actually cover? I bought one, order #57509.",
"I'm clumsy. I bought it about two months ago, if that matters.",
"That doesn't seem fair. Can't you make an exception just this once?",
"Ok. Email confirmation?"
] |
Explain the return is still in transit and not yet received by the warehouse, share the tracking status, and confirm the refund is issued within 5 business days of receipt. | refund-0007 | refund | [
"in transit",
"refund"
] | [
"refund has been issued"
] | skeptical | [
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Refunds are issued within 5 business days after the warehouse receives the return.",
"The order #38535 return has not been scanned at the warehouse yet; the carrier shows it in transit."
] | Glow Vitamin C Serum | train | [
"Last time I contacted you, nobody followed up. Where is my refund? Returned the Glow serum from order #38535 15 days ago.",
"I used the prepaid label you sent and have the drop-off receipt.",
"Hmm. It's been 15 days. Is it lost?",
"And if that doesn't happen, who exactly do I contact?"
] |
Apply SAVE20 as a price adjustment and refund the difference, since the order was placed 2 days ago, within the 14-day limit. | billing-0007 | billing | [
"price adjustment",
"save20"
] | [
"code has expired"
] | frustrated | [
"Valid promo codes missed at checkout can be applied as a price adjustment within 14 days of the order.",
"Code SAVE20 was valid on the order date.",
"Gift cards are non-refundable and never expire."
] | Glow Vitamin C Serum | train | [
"I'm really annoyed right now. Forgot the SAVE20 discount on my Glow serum order (#28443). Placed it 2 days ago. Can you apply it? I expect this sorted today.",
"The code was in an email you sent me."
] |
Open a carrier trace since the order is 3 business days late, and explain it will be reshipped or refunded if there is no movement by 10 business days past the estimate. | shipping-0007 | shipping | [
"trace",
"carrier"
] | [
"reshipped today",
"refund has been issued"
] | confused | [
"Loyalty members earn 1 point per dollar spent.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"If there is still no movement 10 business days past the estimate, the order is reshipped or refunded.",
"A carrier trace is opened once a package is 3 business days past its estimate."
] | Volt 20K Power Bank | train | [
"Sorry, I'm a bit confused about something. Still no Volt power bank. Order #95108. It's 3 business days late. Can you explain what happens next?",
"I already checked with my building's mailroom.",
"How long will that take, and will I hear back from someone?"
] |
Explain the phone's OS version 11 is below the required version 15, so the customer needs to update the phone software before pairing will work. | technical-0007 | technical | [
"version",
"update"
] | [
"defective"
] | polite | [
"Gift cards are non-refundable and never expire.",
"The Nimbus Smart Speaker app requires phone OS version 15 or newer.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes."
] | Nimbus Smart Speaker | train | [
"Hi there! Can't connect the Nimbus speaker to the app on my Android phone. Tried like five times.",
"It's on OS version 11. Bluetooth is on.",
"I don't think my phone can update that far. Now what?"
] |
Start the email change and explain confirmation links go to both the old and new addresses, which the customer must click. | account-0007 | account | [
"confirmation",
"email"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | terse | [
"The customer can still access the old email.",
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verifie... | Brewly Coffee Subscription | train | [
"I need to change the email on my account. My Brewly subscription order confirmations go to an old address.",
"I can still log in to the old email for now.",
"Do I have to click both links?"
] |
Explain drops aren't covered by the warranty and the protection plan can no longer be added, since it must be bought within 30 days of purchase. | general-0007 | general | [
"accidental",
"30 days"
] | [
"warranty covers drops",
"add the protection plan"
] | elderly-non-technical | [
"Accidental damage is covered only by an optional protection plan, which can be added within 30 days of purchase.",
"Exchanges ship free once the original item is scanned by the carrier.",
"The Cascade Espresso Machine has a 24-month warranty covering manufacturing defects only.",
"The customer bought the ite... | Cascade Espresso Machine | train | [
"Good morning. My daughter usually helps me with this but she's away. Before anything goes wrong, what's covered under warranty for my espresso machine? Please explain it simply.",
"I'm clumsy. I bought it about two months ago, if that matters.",
"That doesn't seem fair. Can't you make an exception just this on... |
Confirm the return is within the 14-day window (12 days since delivery), send a prepaid return label, and explain the refund goes to the original payment method once the item is received. | refund-0008 | refund | [
"refund",
"return label"
] | [
"store credit only",
"not eligible for a refund"
] | frustrated | [
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"Unused items can be returned for a full refund within 14 days of delivery.",
"After 14 days, returns qualify for store credit only, not a refund."
] | Aero ANC Headphones | train | [
"This is getting ridiculous. Can I get a refund on my Aero headphones? Order #36566, delivered 12 days ago. Never used it.",
"I still have the box and the receipt email. Nothing is wrong with it.",
"Do I need to print the label, or can I just drop it off?",
"Fine. Send me a confirmation email with a reference... |
Verify identity without asking for the full card number, hold order #35844, escalate it to the fraud team, and advise the customer to contact their bank about the card. | billing-0008 | billing | [
"fraud",
"bank"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | confused | [
"Suspected fraud is escalated to the fraud team, the order is held, and the customer is advised to contact their bank.",
"Order confirmations and receipts are emailed to the address on the account.",
"Reference #35844 was placed from a new device and ships to an address not on the customer's account.",
"Suppo... | Glow Vitamin C Serum | train | [
"Hi, I'm not sure this is the right place to ask. There's a $42.00 charge from your store on my card I don't recognize. Someone mentioned a Glow serum? Reference #35844. Can you explain what happens next?",
"I share the card with my partner, but they say it wasn't them.",
"That's scary. Will I get the $42.00 ba... |
Explain order #27862 has already shipped, offer a carrier redirect request for $15 without guaranteeing it, and explain what happens if the redirect fails. | shipping-0008 | shipping | [
"redirect",
"shipped"
] | [
"address has been updated",
"guaranteed"
] | polite | [
"Order #27862 shipped yesterday.",
"Loyalty members earn 1 point per dollar spent.",
"Addresses can be changed free of charge until the order ships.",
"Once shipped, the carrier can be asked to redirect the package for a $15 fee, but redirects are not guaranteed."
] | Cascade Espresso Machine | train | [
"Hello, hope you're having a good day. Can you redirect order #27862? The espresso machine needs to go to Portland, not my old address.",
"The new address is the one I just added to my account.",
"Okay, thank you. Why should I pay $15 if it might not work?",
"Great, thanks for sorting this out."
] |
Explain the phone's OS version 11 is below the required version 15, so the customer needs to update the phone software before pairing will work. | technical-0008 | technical | [
"version",
"update"
] | [
"defective"
] | terse | [
"The Pulse Fitness Watch app requires phone OS version 15 or newer.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"Orders over $50 ship free within the continental US.",
"Live chat is staffed 8am-8pm ET, seven days a week."
] | Pulse Fitness Watch | train | [
"The Pulse watch keeps failing to pair. iPhone, latest app installed. Order #48924.",
"It's on OS version 11. Bluetooth is on.",
"I don't think my phone can update that far. Now what?"
] |
Start the email change and explain confirmation links go to both the old and new addresses, which the customer must click. | account-0008 | account | [
"confirmation",
"email"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | elderly-non-technical | [
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Email changes require a confirmation link sent t... | Glow Vitamin C Serum | train | [
"Good morning. My daughter usually helps me with this but she's away. Change my account email please. Missing all my Glow serum updates. Please explain it simply.",
"I can still log in to the old email for now."
] |
Add a gift receipt to order #82201 before it ships so no prices are shown, and explain gift returns become store credit for the recipient. | general-0008 | general | [
"gift receipt",
"store credit"
] | [
"already shipped"
] | anxious | [
"Order #82201 has not shipped yet.",
"Gift receipts (no prices shown) can be added until the order ships.",
"Gift returns are refunded as store credit to the recipient.",
"Orders over $50 ship free within the continental US."
] | Hearth Cast-Iron Skillet | train | [
"I'm a bit worried about this. The cast-iron skillet I ordered is a gift. Can I add a gift receipt and hide the price? Order #82201.",
"If they don't like it, can they return it without me knowing?",
"Perfect. Can I add a gift message too?"
] |
Explain that 62 days is past the 45-day exchange window, so the item qualifies for store credit only, which the customer can use to buy the 10.5. | refund-0009 | refund | [
"store credit",
"window"
] | [
"free exchange",
"refund has been issued"
] | confused | [
"Order confirmations and receipts are emailed to the address on the account.",
"Unworn items with tags can be exchanged for free within 45 days of delivery.",
"Requests after 45 days qualify for store credit only."
] | Trailrunner Hiking Boots | train | [
"Sorry, I'm a bit confused about something. Ordered the Trailrunner boots in 10, way too snug. Delivered 62 days ago, order #76981. I want a 10.5 or my money back.",
"I wore it around the house for ten minutes, that's it.",
"I've been a customer for years. Is there really nothing else you can do?"
] |
Confirm the cancellation happened before renewal, refund the $28.00 charge in full, and confirm no future charges. | billing-0009 | billing | [
"refund",
"cancel"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | polite | [
"Subscriptions cancelled before the renewal date are not charged for the next cycle; any such charge is refunded in full.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Order confirmations and receipts are... | Brewly Coffee Subscription | train | [
"Hi there! I cancelled my Brewly subscription but you still charged me $28.00 on the 20th. Account order #29177. Thanks so much for your help.",
"I cancelled 2 days before the renewal date, I have the email.",
"Thanks. And no box will show up, right?",
"Great, thanks for sorting this out."
] |
Share the tracking status, explain the order is only 3 business days late, and that a carrier trace opens at 5 business days if it hasn't moved. | shipping-0009 | shipping | [
"tracking",
"5 business days"
] | [
"reshipped",
"refund has been issued"
] | terse | [
"If there is still no movement 10 business days past the estimate, the order is reshipped or refunded.",
"A carrier trace is opened once a package is 5 business days past its estimate.",
"Gift cards are non-refundable and never expire."
] | Aero ANC Headphones | train | [
"My Aero headphones (order #66982) is 3 business days past the delivery estimate. Where is it?",
"I need it for a trip, so timing matters.",
"So I just wait? What if it doesn't show up?"
] |
Explain the phone's OS version 13 is below the required version 15, so the customer needs to update the phone software before pairing will work. | technical-0009 | technical | [
"version",
"update"
] | [
"defective"
] | elderly-non-technical | [
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"The Pulse Fitness Watch app requires phone OS version 15 or newer.",
"Loyalty members earn 1 point per dollar spent."
] | Pulse Fitness Watch | train | [
"Hello. I'm not very good with computers, so please bear with me. My Pulse watch won't pair with my iPhone. It just spins and fails. Order #89476.",
"My phone is on version 13, if that matters.",
"I don't think my phone can update that far. Now what?",
"Thank you, that's very kind. Will someone call me if the... |
Explain the account uses a different email, verify identity with the order number and last four card digits (never the password), and help the customer reset via the email on file. | account-0009 | account | [
"different email",
"verify"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | anxious | [
"Reset emails come from no-reply@ and are often filtered to spam; links expire after 30 minutes.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"The account for order #88772 is registered under a different ... | Glow Vitamin C Serum | train | [
"Sorry to bother you, I'm quite stressed about this. I've requested a password reset 4 times and never get the email. I need to check my Glow serum order.",
"I might have signed up with my work email, not sure.",
"Oh, which email is it? I have a few."
] |
Explain order #69076 already shipped so the packing slip can't change, and email a printable gift receipt the customer can forward; gift returns become store credit. | general-0009 | general | [
"shipped",
"email"
] | [
"gift receipt has been added to the box"
] | skeptical | [
"Gift receipts (no prices shown) can be added until the order ships.",
"Orders over $50 ship free within the continental US.",
"Gift returns are refunded as store credit to the recipient.",
"After shipping, a printable gift receipt can be emailed to the purchaser to forward.",
"Order #69076 has already ship... | Volt 20K Power Bank | train | [
"I've heard mixed things about your support, so let's see. The Volt power bank I ordered is a gift. Can I add a gift receipt and hide the price? Order #69076. Please don't just send me a link to the FAQ.",
"It's shipping straight to them."
] |
Collect photos and escalate to the claims team for review within 3 business days, since 40 days is past the 3-day instant-replacement window; do not promise an immediate refund or replacement. | refund-0010 | refund | [
"claims team",
"photo"
] | [
"refund has been issued",
"replacement is on its way"
] | polite | [
"Shipping damage reported within 3 days of delivery, with a photo, gets a free replacement or a full refund, customer's choice.",
"Standard shipping takes 3-5 business days within the continental US.",
"Damage reported later is reviewed by the claims team within 3 business days."
] | Pulse Fitness Watch | train | [
"Hello, hope you're having a good day. My Pulse watch arrived with a cracked casing. Order #98697. I noticed it 40 days after delivery and I want this fixed.",
"I took photos of the box and the damage.",
"Okay, thank you. Why do I have to wait? It clearly arrived broken."
] |
Explain the second $329.00 is a pending authorization hold, not a charge, which drops off within 5 business days, and that no refund is needed. | billing-0010 | billing | [
"pending",
"authorization"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"refund has been issued"
] | terse | [
"A pending authorization hold is not a charge and drops off automatically within 5 business days.",
"Orders over $50 ship free within the continental US.",
"Order #44184 shows one captured payment of $329.00 and one expired authorization hold.",
"Support never asks for full card numbers, CVV codes, or account... | Summit 2-Person Tent | train | [
"Double charge on my card for the Summit tent. $329.00 twice. Order #44184.",
"The second one is marked pending in my banking app.",
"So I'm not actually paying twice? What if it doesn't drop off?"
] |
Apologize, confirm the hair dryer should have been in the box, and reship it at no cost. | shipping-0010 | shipping | [
"reship",
"missing"
] | [
"ships separately"
] | elderly-non-technical | [
"Items missing from a delivered box are reshipped at no cost.",
"Warehouse records show the Silk Ionic Hair Dryer was packed in the same box as the rest of order #33567.",
"Multi-item orders may ship in separate packages from different warehouses.",
"Live chat is staffed 8am-8pm ET, seven days a week."
] | Silk Ionic Hair Dryer | train | [
"Hello. I'm not very good with computers, so please bear with me. Got my package for order #33567, everything except the hair dryer. Thank you for your patience.",
"The packing slip lists the hair dryer."
] |
Explain the device is 26 months old, past the 24-month warranty, and offer the flat-fee repair or a 20% discount on a replacement. | technical-0010 | technical | [
"warranty",
"repair"
] | [
"free replacement"
] | anxious | [
"Before a warranty claim, agents walk through charging with a known-good cable and outlet and a 20-second power-button reset.",
"The Aero ANC Headphones has a 24-month warranty against defects.",
"Out-of-warranty devices can be repaired for a flat fee or replaced with a 20% loyalty discount.",
"Live chat is s... | Aero ANC Headphones | train | [
"Sorry to bother you, I'm quite stressed about this. Aero ANC Headphones stopped powering on. Order #79907, about 26 months old. Please let me know soon.",
"I already tried a different cable and outlet and held the power button for 20 seconds.",
"Okay, sorry, one more question. I've been a customer for years. I... |
Explain the account uses a different email, verify identity with the order number and last four card digits (never the password), and help the customer reset via the email on file. | account-0010 | account | [
"different email",
"verify"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | skeptical | [
"Orders over $50 ship free within the continental US.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"The account for order #43018 is registered under a different email than the one the customer is using.",... | Nimbus Smart Speaker | train | [
"I've heard mixed things about your support, so let's see. Password reset isn't working. Tried 4 times, no email. I just want to see my Nimbus speaker order #43018.",
"I might have signed up with my work email, not sure.",
"Oh, which email is it? I have a few."
] |
Decline the price match because the $129 listing is from a third-party marketplace seller, which the policy excludes. | general-0010 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | frustrated | [
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"Marketplace or third-party seller listings are excluded from price matching.",
"Exchanges ship free once the original item is scanned by the carrier.",
"The Best Buy listing is from a third-party marketp... | Trailrunner Hiking Boots | train | [
"Second time I'm writing about this. Do you match Best Buy? They list the Trailrunner boots at $129.",
"It's listed by a third-party seller on their site, but it's the same item."
] |
Confirm the return was received 3 business days ago, so the refund is still within the 5-business-day processing time, and give the expected date. | refund-0011 | refund | [
"5 business days",
"refund"
] | [
"escalated to billing"
] | terse | [
"The order #59589 return was received 3 business days ago.",
"Refunds are issued within 5 business days after the warehouse receives the return.",
"Loyalty members earn 1 point per dollar spent."
] | Nimbus Smart Speaker | train | [
"I mailed back the Nimbus speaker 10 days ago (order #59589) and still haven't seen my refund.",
"I used the prepaid label you sent and have the drop-off receipt.",
"Okay, and once it's issued, how long does my bank take?"
] |
Explain the second $139.00 is a pending authorization hold, not a charge, which drops off within 5 business days, and that no refund is needed. | billing-0011 | billing | [
"pending",
"authorization"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"refund has been issued"
] | elderly-non-technical | [
"Order #67009 shows one captured payment of $139.00 and one expired authorization hold.",
"Gift cards are non-refundable and never expire.",
"A pending authorization hold is not a charge and drops off automatically within 5 business days.",
"Support never asks for full card numbers, CVV codes, or account pass... | Silk Ionic Hair Dryer | train | [
"Hello. I'm not very good with computers, so please bear with me. Double charge on my card for the hair dryer. $139.00 twice. Order #67009. Thank you for your patience.",
"One of them says pending, I think. Want my card number?",
"So I'm not actually paying twice? What if it doesn't drop off?",
"Thank you, th... |
Explain the Volt power bank shipped separately and is in transit, share its tracking, and confirm it arrives in about 2 days. | shipping-0011 | shipping | [
"separate",
"tracking"
] | [
"replacement is on its way"
] | anxious | [
"Multi-item orders may ship in separate packages from different warehouses.",
"Gift cards are non-refundable and never expire.",
"The Volt 20K Power Bank in order #17617 shipped separately and is in transit, arriving in 2 days."
] | Volt 20K Power Bank | train | [
"I'm a bit worried about this. Order #17617 arrived missing the Volt power bank. The other items were there. Please let me know soon.",
"I double-checked all the packing material.",
"Can you send me that tracking link?"
] |
Explain the phone's OS version 14 is below the required version 16, so the customer needs to update the phone software before pairing will work. | technical-0011 | technical | [
"version",
"update"
] | [
"defective"
] | skeptical | [
"The Aero ANC Headphones app requires phone OS version 16 or newer.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"Exchanges ship free once the original item is scanned by the carrier.",
"Loyalty members earn 1 point per dollar spent."
] | Aero ANC Headphones | train | [
"I've heard mixed things about your support, so let's see. My Aero headphones won't pair with my Android phone. It just spins and fails. Order #39055. Please don't just send me a link to the FAQ.",
"My phone is on version 14, if that matters.",
"Hmm. I don't think my phone can update that far. Now what?",
"An... |
Because the old email is inaccessible, verify identity with the last order number and last four card digits, then update the email. | account-0011 | account | [
"verify",
"last four"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | frustrated | [
"Standard shipping takes 3-5 business days within the continental US.",
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the la... | Ridge Insulated Bottle | train | [
"I'm really annoyed right now. Change my account email please. Missing all my Ridge bottle updates. Please just fix it.",
"That old email was from my previous job, I can't get into it."
] |
Share the expected restock in about 2 weeks, explain items can't be reserved, and sign the customer up for a back-in-stock alert. | general-0011 | general | [
"2 weeks",
"alert"
] | [
"reserved one for you",
"pre-order"
] | confused | [
"Exchanges ship free once the original item is scanned by the carrier.",
"Backorders and reservations are not offered.",
"Customers can sign up for back-in-stock email alerts.",
"Orders over $50 ship free within the continental US.",
"The olive Hearth Cast-Iron Skillet has a confirmed restock shipment arriv... | Hearth Cast-Iron Skillet | train | [
"Hi, I'm not sure this is the right place to ask. Is the olive cast-iron skillet coming back? It's been sold out for weeks.",
"Can I pre-order or reserve one?"
] |
Apologize that the refund is overdue (10 business days since receipt, beyond the 5-day standard), escalate to the billing team, and give the customer a case number. | refund-0012 | refund | [
"escalate",
"case number"
] | [
"wait a few more days"
] | elderly-non-technical | [
"Overdue refunds are escalated to the billing team with a case number.",
"The order #71273 return was received 10 business days ago and no refund has been recorded.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Refunds are issued within 5 business days after the warehouse receives the return."
] | Cascade Espresso Machine | train | [
"Good morning. My daughter usually helps me with this but she's away. Returned my espresso machine, order #71273, about 10 days ago. No refund yet. What's going on? Thank you for your patience.",
"I used the prepaid label you sent and have the drop-off receipt.",
"Oh dear. Do I need to do anything else while I ... |
Confirm the duplicate $129.00 charge, refund it to the original card, and say it posts within 5-7 business days. | billing-0012 | billing | [
"duplicate",
"refund"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | anxious | [
"Order #71096 shows two captured payments of $129.00.",
"Duplicate captured charges are refunded in full to the original card within 5-7 business days.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"Support never asks for full card numbers, CVV codes, or account passwords; iden... | Nimbus Smart Speaker | train | [
"Sorry to bother you, I'm quite stressed about this. Why are there two $129.00 charges for order #71096? I only bought one Nimbus speaker.",
"Both are fully posted, not pending. Need my card number?",
"Okay. Will I get a confirmation of the refund?",
"How will I know it's actually done?"
] |
Update the shipping address to the new Portland address at no cost, since order #66709 has not shipped yet, and confirm it back. | shipping-0012 | shipping | [
"address",
"updated"
] | [
"redirect fee",
"not guaranteed"
] | skeptical | [
"Loyalty members earn 1 point per dollar spent.",
"Addresses can be changed free of charge until the order ships.",
"Once shipped, the carrier can be asked to redirect the package for a $12 fee, but redirects are not guaranteed.",
"Order #66709 has not shipped yet."
] | Glow Vitamin C Serum | train | [
"I've heard mixed things about your support, so let's see. I need to change the shipping address on order #66709 for the Glow serum. I'm moving to Portland.",
"The new address is the one I just added to my account.",
"I'll believe it when I see it. Can you send me an updated confirmation email?",
"And if that... |
Walk through forgetting the device in Bluetooth settings and holding the pairing button 10 seconds to reset, and escalate to tier-2 support if it still fails. | technical-0012 | technical | [
"pairing",
"10 seconds"
] | [
"update your phone"
] | frustrated | [
"If pairing still fails after a reset, the case is escalated to tier-2 technical support.",
"Standard shipping takes 3-5 business days within the continental US.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"The Aero ANC Headphones app requires phone OS ve... | Aero ANC Headphones | train | [
"Second time I'm writing about this. The Aero headphones keeps failing to pair. iPhone, latest app installed. Order #37520. I expect this sorted today.",
"My phone is on version 17, if that matters.",
"Seriously? Did that, still failing.",
"Just make sure nobody tells me something different next time."
] |
Because the old email is inaccessible, verify identity with the last order number and last four card digits, then update the email. | account-0012 | account | [
"verify",
"last four"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | confused | [
"If the old email is inaccessible, identity is verified with the last order number and last four card digits.",
"Order confirmations and receipts are emailed to the address on the account.",
"Email changes require a confirmation link sent to both the old and new addresses.",
"Support never asks for full card ... | Summit 2-Person Tent | train | [
"Hi, I'm not sure this is the right place to ask. I need to change the email on my account. My Summit tent order confirmations go to an old address. What am I supposed to do?",
"That old email was from my previous job, I can't get into it.",
"Why can't you just change it if I'm logged in?",
"Will I get an ema... |
Explain order #66873 already shipped so the packing slip can't change, and email a printable gift receipt the customer can forward; gift returns become store credit. | general-0012 | general | [
"shipped",
"email"
] | [
"gift receipt has been added to the box"
] | polite | [
"Exchanges ship free once the original item is scanned by the carrier.",
"Gift returns are refunded as store credit to the recipient.",
"Order #66873 has already shipped.",
"Gift receipts (no prices shown) can be added until the order ships.",
"Gift cards are non-refundable and never expire.",
"After ship... | Aero ANC Headphones | train | [
"Hello, hope you're having a good day. Can you make my Aero headphones order #66873 a gift order? It's for my dad. Appreciate it!",
"It's shipping straight to them.",
"Does the packing slip in the box show the price?"
] |
Confirm the return is within the 60-day window (1 day since delivery), send a prepaid return label, and explain the refund goes to the original payment method once the item is received. | refund-0013 | refund | [
"refund",
"return label"
] | [
"store credit only",
"not eligible for a refund"
] | anxious | [
"After 60 days, returns qualify for store credit only, not a refund.",
"Unused items can be returned for a full refund within 60 days of delivery.",
"Orders over $50 ship free within the continental US."
] | Pulse Fitness Watch | train | [
"Sorry to bother you, I'm quite stressed about this. Can I get a refund on my Pulse watch? Order #18022, delivered 1 day ago. Never used it. Is this going to be okay?",
"I still have the box and the receipt email. Nothing is wrong with it.",
"Great. How long until the money is back on my card?"
] |
Explain the second $199.00 is a pending authorization hold, not a charge, which drops off within 3 business days, and that no refund is needed. | billing-0013 | billing | [
"pending",
"authorization"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"refund has been issued"
] | skeptical | [
"Standard shipping takes 3-5 business days within the continental US.",
"Order #32012 shows one captured payment of $199.00 and one expired authorization hold.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",... | Pulse Fitness Watch | train | [
"Last time I contacted you, nobody followed up. I was charged twice for my Pulse watch, order #32012. Two charges of $199.00 on my card. Please don't just send me a link to the FAQ.",
"The second one is marked pending in my banking app.",
"So I'm not actually paying twice? What if it doesn't drop off?"
] |
File a missing-package claim and ship a replacement Volt power bank, since it has been 72 hours since the delivered scan, past the 48-hour wait. | shipping-0013 | shipping | [
"claim",
"replacement"
] | [
"you must have",
"wait another"
] | frustrated | [
"After 48 hours, a missing-package claim is filed and a replacement is shipped.",
"Orders over $50 ship free within the continental US.",
"Carriers sometimes scan packages as delivered up to 48 hours early; customers are asked to wait 48 hours after the scan."
] | Volt 20K Power Bank | train | [
"I'm really annoyed right now. My Volt power bank says delivered but I never got it. Order #92948, marked delivered 72 hours ago. Please just fix it.",
"There's no photo of the delivery in the tracking.",
"Thank you. Can it go with signature required this time?",
"Just make sure nobody tells me something diff... |
Walk through forgetting the device in Bluetooth settings and holding the pairing button 10 seconds to reset, and escalate to tier-2 support if it still fails. | technical-0013 | technical | [
"pairing",
"10 seconds"
] | [
"update your phone"
] | confused | [
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"Gift cards are non-refundable and never expire.",
"If pairing still fails after a reset, the case is escalated to tier-2 technical support.",
"The Aero ANC Headphones app requires phone OS version 16 or newer."
] | Aero ANC Headphones | train | [
"Sorry, I'm a bit confused about something. My Aero headphones won't pair with my Android phone. It just spins and fails. Order #23224. What am I supposed to do?",
"My phone is on version 18, if that matters.",
"Wait. Where exactly is the pairing button?"
] |
Cancel the subscription, but explain renewal in 1 day is inside the 3-day cutoff, so one final box ships and is charged before the cancellation takes effect. | account-0013 | account | [
"cancel",
"next box"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"cancellation fee",
"you'll need to call"
] | polite | [
"Subscriptions can be cancelled anytime with no fee.",
"Loyalty members earn 1 point per dollar spent.",
"Cancellations made at least 3 days before renewal stop the next charge and box.",
"Cancellations inside the 3-day cutoff take effect after the next box ships and is charged."
] | Brewly Coffee Subscription | train | [
"Hi there! Please cancel the Brewly subscription, account order #41760. Renewal is in 1 day. Appreciate it!",
"Not interested in pausing or discounts, just cancel.",
"Thanks for explaining. That doesn't seem fair. Can't you make an exception just this once?",
"Great, thanks for sorting this out."
] |
Be honest that there is no confirmed restock date, don't guess, and sign the customer up for a back-in-stock alert. | general-0013 | general | [
"alert",
"restock"
] | [
"reserved one for you",
"back next week"
] | terse | [
"Backorders and reservations are not offered.",
"Customers can sign up for back-in-stock email alerts.",
"The navy Summit 2-Person Tent has no confirmed restock date.",
"Order confirmations and receipts are emailed to the address on the account."
] | Summit 2-Person Tent | train | [
"Is the navy Summit tent coming back? It's been sold out for weeks.",
"Can I pre-order or reserve one?",
"Not even a rough idea?",
"Ok. Email confirmation?"
] |
Explain that 62 days since delivery is outside the 60-day refund window and offer store credit for the returned item instead of a refund. | refund-0014 | refund | [
"store credit",
"window"
] | [
"refund has been issued",
"i've processed your refund"
] | skeptical | [
"Loyalty members earn 1 point per dollar spent.",
"Unused items can be returned for a full refund within 60 days of delivery.",
"After 60 days, returns qualify for store credit only, not a refund.",
"Order confirmations and receipts are emailed to the address on the account."
] | Volt 20K Power Bank | train | [
"I've heard mixed things about your support, so let's see. Changed my mind about the Volt power bank (order #87795). It's been 62 days since delivery. How do I send it back for my money? I'd like a clear answer this time.",
"It's unused and still in the original packaging.",
"I'll believe it when I see it. I di... |
Verify identity without asking for the full card number, hold order #86495, escalate it to the fraud team, and advise the customer to contact their bank about the card. | billing-0014 | billing | [
"fraud",
"bank"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | frustrated | [
"Suspected fraud is escalated to the fraud team, the order is held, and the customer is advised to contact their bank.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Order confirmations and receipts are em... | Pulse Fitness Watch | train | [
"I'm really annoyed right now. I don't remember buying a Pulse watch. Why is there a $199.00 charge, reference #86495?",
"I share the card with my partner, but they say it wasn't them.",
"Look. Should I cancel my card right now?"
] |
Explain order #67232 has already shipped, offer a carrier redirect request for $8 without guaranteeing it, and explain what happens if the redirect fails. | shipping-0014 | shipping | [
"redirect",
"shipped"
] | [
"address has been updated",
"guaranteed"
] | confused | [
"Order confirmations and receipts are emailed to the address on the account.",
"Addresses can be changed free of charge until the order ships.",
"Order #67232 shipped yesterday.",
"Once shipped, the carrier can be asked to redirect the package for a $8 fee, but redirects are not guaranteed."
] | Nimbus Smart Speaker | train | [
"Hi, I'm not sure this is the right place to ask. Can you redirect order #67232? The Nimbus speaker needs to go to Austin, not my old address. What am I supposed to do?",
"I moved last week and forgot to update it before ordering.",
"Wait. Why should I pay $8 if it might not work?"
] |
Explain the device is 20 months old, past the 12-month warranty, and offer the flat-fee repair or a 20% discount on a replacement. | technical-0014 | technical | [
"warranty",
"repair"
] | [
"free replacement"
] | polite | [
"Gift cards are non-refundable and never expire.",
"Out-of-warranty devices can be repaired for a flat fee or replaced with a 20% loyalty discount.",
"The Nimbus Smart Speaker has a 12-month warranty against defects.",
"Before a warranty claim, agents walk through charging with a known-good cable and outlet a... | Nimbus Smart Speaker | train | [
"Hello, hope you're having a good day. The Nimbus speaker is dead. No lights, nothing. Bought it 20 months ago, order #69558. Thanks so much for your help.",
"I already tried a different cable and outlet and held the power button for 20 seconds.",
"Thanks for explaining. That doesn't seem fair. Can't you make a... |
Cancel the subscription immediately with no fee, confirming the next charge and box are stopped since renewal is 11 days away, beyond the 5-day cutoff. | account-0014 | account | [
"cancel",
"no fee"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv",
"you'll need to call",
"cancellation fee"
] | terse | [
"Cancellations made at least 5 days before renewal stop the next charge and box.",
"Orders over $50 ship free within the continental US.",
"Cancellations inside the 5-day cutoff take effect after the next box ships and is charged.",
"Subscriptions can be cancelled anytime with no fee."
] | Brewly Coffee Subscription | train | [
"I want to cancel my Brewly subscription. Next charge is in 11 days.",
"Money's tight right now, that's all.",
"Can I restart later if I want?"
] |
Decline the price match because the $309 listing is from a third-party marketplace seller, which the policy excludes. | general-0014 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | elderly-non-technical | [
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"Gift cards are non-refundable and never expire.",
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"The Best Buy listing is from a third-party marketplace seller.",
"Marketpl... | Summit 2-Person Tent | train | [
"Good morning. My daughter usually helps me with this but she's away. Best Buy has the Summit tent for $309. Will you price match? I ordered it yesterday, order #74802.",
"It's listed by a third-party seller on their site, but it's the same item.",
"That doesn't seem fair. Can't you make an exception just this ... |
Set up a free exchange for size medium, since the request is within the 45-day window and the size is in stock, and send a return label for the small. | refund-0015 | refund | [
"exchange",
"size"
] | [
"not eligible",
"store credit only"
] | frustrated | [
"Loyalty members earn 1 point per dollar spent.",
"Unworn items with tags can be exchanged for free within 45 days of delivery.",
"Size medium of the Harbor Wool Coat is currently in stock."
] | Harbor Wool Coat | train | [
"This is getting ridiculous. Ordered the Harbor coat in small, way too snug. Delivered 34 days ago, order #96372. I want a medium or my money back.",
"I wore it around the house for ten minutes, that's it."
] |
Confirm the duplicate $79.00 charge, refund it to the original card, and say it posts within 5-7 business days. | billing-0015 | billing | [
"duplicate",
"refund"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | confused | [
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Exchanges ship free once the original item is scanned by the carrier.",
"Order #85103 shows two capture... | Hearth Cast-Iron Skillet | train | [
"Hi, I'm not sure this is the right place to ask. Why are there two $79.00 charges for order #85103? I only bought one cast-iron skillet. What am I supposed to do?",
"Both are fully posted, not pending. Need my card number?",
"Why did this happen in the first place?"
] |
Update the shipping address to the new Denver address at no cost, since order #77173 has not shipped yet, and confirm it back. | shipping-0015 | shipping | [
"address",
"updated"
] | [
"redirect fee",
"not guaranteed"
] | polite | [
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Order confirmations and receipts are emailed to the address on the account.",
"Order #77173 has not shipped yet.",
"Addresses can be changed free of charge until the order ships.",
"Once shipped, the carrier can be asked to redirect the package for a $... | Glow Vitamin C Serum | train | [
"Hello, hope you're having a good day. Can you redirect order #77173? The Glow serum needs to go to Denver, not my old address. Appreciate it!",
"The new address is the one I just added to my account."
] |
Walk through forgetting the device in Bluetooth settings and holding the pairing button 10 seconds to reset, and escalate to tier-2 support if it still fails. | technical-0015 | technical | [
"pairing",
"10 seconds"
] | [
"update your phone"
] | terse | [
"If pairing still fails after a reset, the case is escalated to tier-2 technical support.",
"Pairing resets are done by holding the pairing button for 10 seconds until the light flashes.",
"The Nimbus Smart Speaker app requires phone OS version 15 or newer.",
"Live chat is staffed 8am-8pm ET, seven days a wee... | Nimbus Smart Speaker | train | [
"My Nimbus speaker won't pair with my iPhone. It just spins and fails. Order #35179.",
"It's on OS version 17. Bluetooth is on.",
"Where exactly is the pairing button?"
] |
Tell the customer not to share their password, ask them to check spam for the no-reply reset email, and send a fresh link that expires in 30 minutes. | account-0015 | account | [
"spam",
"reset"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | elderly-non-technical | [
"Reset emails come from no-reply@ and are often filtered to spam; links expire after 30 minutes.",
"Standard shipping takes 3-5 business days within the continental US.",
"The email on file matches the address the customer is writing from.",
"Support never asks for full card numbers, CVV codes, or account pas... | Summit 2-Person Tent | train | [
"Hello. I'm not very good with computers, so please bear with me. Password reset isn't working. Tried 3 times, no email. I just want to see my Summit tent order #80853.",
"I checked my inbox but not spam. Should I just tell you my password?",
"Oh dear. Found it in spam! But the link says expired.",
"Thank you... |
Decline the price match because the $239 listing is from a third-party marketplace seller, which the policy excludes. | general-0015 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | anxious | [
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"Marketplace or third-party seller listings are excluded from price matching.",
"Agents may offer a one-time $10 goodwill credit after a service failure.",
"The Target listing is from a third-party market... | Aero ANC Headphones | train | [
"I'm a bit worried about this. Do you match Target? They list the Aero headphones at $239.",
"It's listed by a third-party seller on their site, but it's the same item.",
"I've been a customer for years. Is there really nothing else you can do?"
] |
Explain the return is still in transit and not yet received by the warehouse, share the tracking status, and confirm the refund is issued within 5 business days of receipt. | refund-0016 | refund | [
"in transit",
"refund"
] | [
"refund has been issued"
] | confused | [
"Order confirmations and receipts are emailed to the address on the account.",
"Refunds are issued within 5 business days after the warehouse receives the return.",
"The order #79028 return has not been scanned at the warehouse yet; the carrier shows it in transit."
] | Nimbus Smart Speaker | train | [
"Hi, I'm not sure this is the right place to ask. Where is my refund? Returned the Nimbus speaker from order #79028 13 days ago. What am I supposed to do?",
"I used the prepaid label you sent and have the drop-off receipt."
] |
Explain that FALLDEAL had already expired when the order was placed, so it cannot be applied. | billing-0016 | billing | [
"expired",
"falldeal"
] | [
"price adjustment has been applied"
] | polite | [
"Orders over $50 ship free within the continental US.",
"Valid promo codes missed at checkout can be applied as a price adjustment within 7 days of the order.",
"Code FALLDEAL expired the day before order #84048 was placed."
] | Aero ANC Headphones | train | [
"Hi there! Forgot the FALLDEAL discount on my Aero headphones order (#84048). Placed it 5 days ago. Can you apply it?",
"The code was in an email you sent me.",
"Thanks for explaining. That doesn't seem fair. Can't you make an exception just this once?"
] |
Explain the Aero headphones shipped separately and is in transit, share its tracking, and confirm it arrives in about 2 days. | shipping-0016 | shipping | [
"separate",
"tracking"
] | [
"replacement is on its way"
] | terse | [
"The Aero ANC Headphones in order #98611 shipped separately and is in transit, arriving in 2 days.",
"Multi-item orders may ship in separate packages from different warehouses.",
"Live chat is staffed 8am-8pm ET, seven days a week."
] | Aero ANC Headphones | train | [
"My order #98611 had 3 items but the Aero headphones wasn't in the box.",
"I double-checked all the packing material."
] |
Walk the customer through charging with a known-good cable and outlet and a 20-second reset before considering a warranty claim. | technical-0016 | technical | [
"reset",
"cable"
] | [
"replacement is on its way"
] | elderly-non-technical | [
"The Silk Ionic Hair Dryer has a 12-month warranty against defects.",
"Standard shipping takes 3-5 business days within the continental US.",
"Orders over $50 ship free within the continental US.",
"Before a warranty claim, agents walk through charging with a known-good cable and outlet and a 20-second power-... | Silk Ionic Hair Dryer | train | [
"Hello. I'm not very good with computers, so please bear with me. Silk Ionic Hair Dryer stopped powering on. Order #26514, about 5 months old.",
"I haven't really tried anything yet, it just stopped.",
"Okay, I'll try that. What if it still doesn't work?"
] |
Explain the account uses a different email, verify identity with the order number and last four card digits (never the password), and help the customer reset via the email on file. | account-0016 | account | [
"different email",
"verify"
] | [
"provide your full card number",
"confirm your full card number",
"provide your password",
"confirm your password",
"provide your cvv"
] | anxious | [
"The account for order #57370 is registered under a different email than the one the customer is using.",
"Support never asks for full card numbers, CVV codes, or account passwords; identity is verified with the order email and the last four card digits.",
"Reset emails come from no-reply@ and are often filtere... | Brewly Coffee Subscription | train | [
"I'm a bit worried about this. Password reset isn't working. Tried 4 times, no email. I just want to see my Brewly subscription order #57370.",
"I might have signed up with my work email, not sure.",
"I don't have access to that old email anymore.",
"Can you confirm by email so I don't worry?"
] |
Decline the price match because the $20 listing is from a third-party marketplace seller, which the policy excludes. | general-0016 | general | [
"third-party",
"price match"
] | [
"price match has been approved"
] | skeptical | [
"The Target listing is from a third-party marketplace seller.",
"We match identical items sold and shipped directly by authorized retailers within 14 days of purchase.",
"Marketplace or third-party seller listings are excluded from price matching.",
"Exchanges ship free once the original item is scanned by th... | Ridge Insulated Bottle | train | [
"I've heard mixed things about your support, so let's see. Found the Ridge bottle cheaper at Target, $20. Can you match that on order #75446?",
"It's listed by a third-party seller on their site, but it's the same item."
] |
Ask for a photo of the damage and offer a free replacement or a full refund, since it was reported 4 days after delivery, within the 7-day window. | refund-0017 | refund | [
"photo",
"replacement"
] | [
"claims team will review"
] | polite | [
"Damage reported later is reviewed by the claims team within 3 business days.",
"Standard shipping takes 3-5 business days within the continental US.",
"Shipping damage reported within 7 days of delivery, with a photo, gets a free replacement or a full refund, customer's choice."
] | Ridge Insulated Bottle | train | [
"Hello, hope you're having a good day. Opened my Ridge bottle and it has a shattered part. Order #28448, delivered 4 days ago.",
"I haven't used it at all since it's damaged.",
"Okay, thank you. I'll send the photo now. Can I get the replacement instead of a refund?"
] |
Explain that WELCOME10 had already expired when the order was placed, so it cannot be applied. | billing-0017 | billing | [
"expired",
"welcome10"
] | [
"price adjustment has been applied"
] | terse | [
"Valid promo codes missed at checkout can be applied as a price adjustment within 7 days of the order.",
"Code WELCOME10 expired the day before order #61014 was placed.",
"Order confirmations and receipts are emailed to the address on the account."
] | Aero ANC Headphones | train | [
"Forgot the WELCOME10 discount on my Aero headphones order (#61014). Placed it 5 days ago. Can you apply it?",
"The code was in an email you sent me.",
"That doesn't seem fair. Can't you make an exception just this once?",
"Fine. Reference number?"
] |
Apologize, confirm the Harbor coat should have been in the box, and reship it at no cost. | shipping-0017 | shipping | [
"reship",
"missing"
] | [
"ships separately"
] | elderly-non-technical | [
"Items missing from a delivered box are reshipped at no cost.",
"Warehouse records show the Harbor Wool Coat was packed in the same box as the rest of order #23368.",
"Order confirmations and receipts are emailed to the address on the account.",
"Live chat is staffed 8am-8pm ET, seven days a week.",
"Multi-... | Harbor Wool Coat | train | [
"Good morning. My daughter usually helps me with this but she's away. My order #23368 had 4 items but the Harbor coat wasn't in the box.",
"The packing slip lists the Harbor coat.",
"Oh dear. Do I need to send anything back?",
"Could you write the steps down in an email for me?"
] |
Since basic troubleshooting failed and the device is 18 months old, within the 24-month warranty, start a warranty replacement. | technical-0017 | technical | [
"warranty",
"replacement"
] | [
"out of warranty"
] | anxious | [
"Before a warranty claim, agents walk through charging with a known-good cable and outlet and a 20-second power-button reset.",
"The Cascade Espresso Machine has a 24-month warranty against defects.",
"The customer already tried a different cable, outlet, and a 20-second reset.",
"Loyalty members earn 1 point... | Cascade Espresso Machine | train | [
"I'm a bit worried about this. The espresso machine is dead. No lights, nothing. Bought it 18 months ago, order #96189.",
"Tried another charger, another outlet, and a long reset. Nothing.",
"Do I need to send the old one back first?"
] |
End of preview. Expand in Data Studio
stateset/customer-support-multiturn-v1
Scripted multi-turn customer-support dialogues in which the store policy given to the agent determines the correct resolution. Built for RL training and evaluation of support agents with stateset-agents.
License
Apache-2.0. Fully synthetic: no real customers, orders, or personal data.
Generation method
Generated by stateset_agents.data.support_multiturn.build_support_dataset (scripts/build_support_dataset.py) using only random.Random with integer seeds, so output is byte-identical across runs and Python versions. Each row combines an intent, a product, a persona (speaking style), and a complication template. Templates sample concrete numbers (days since delivery, window lengths, amounts, device age) and those numbers select the policy branch, so the same complaint can require a refund, store credit, a refusal, or an escalation depending on policy_facts. One or two irrelevant distractor facts are mixed in so the agent must pick the governing rule. Later user turns react plausibly to a correct agent reply (details, clarification, pushback, closing request).
SHA-256 over train.jsonl + eval.jsonl bytes: 59ccd50525dbdb1a077494bf23c8a76b27111c4df8bf7b78f80608375dff1570
Fields
id, split, intent, persona, product, policy_facts, user_turns (2-4 scripted customer messages), must_acknowledge / must_avoid (lower-case substrings for rule-based grading), expected_resolution (the correct next step in one sentence).
Split statistics
- train: 560 rows, 13 products, 24 complication templates
- intents: account=93, billing=94, general=93, refund=94, shipping=93, technical=93
- personas: anxious=80, confused=80, elderly-non-technical=80, frustrated=79, polite=81, skeptical=79, terse=81
- user turns: 2=113, 3=229, 4=218
- eval: 240 rows, 6 products, 12 complication templates
- intents: account=40, billing=40, general=40, refund=40, shipping=40, technical=40
- personas: anxious=35, confused=34, elderly-non-technical=35, frustrated=34, polite=34, skeptical=34, terse=34
- user turns: 2=46, 3=96, 4=98
Leakage controls
The eval split is held out by construction:
- Disjoint products. Eval-only products: Lumen Video Doorbell, Orbit Wireless Earbuds, Everyday Denim Jacket, Drift Weighted Blanket, Bloom Fragrance Set, FreshCrate Meal Kit Plan.
- Disjoint complication templates. Eval-only templates: refund-final-sale, refund-opened-personal-care, billing-price-drop, billing-installment-refund, shipping-express-late, shipping-customs-fees, technical-warranty-claim, technical-battery-drain, account-data-deletion, account-guest-order-link, general-bulk-order, general-loyalty-points. No eval complication type appears in train.
- Disjoint opening turns. Every opening turn names its product, and the builder asserts no opening user turn appears in both splits.
- No duplicates. Ids and opening turns are unique within each split.
- Independent generators. Train and eval use separate seeded generators, so changing the train size never changes eval.
Eval therefore measures generalization to unseen products and unseen policy situations, not memorization of training dialogues.
Limitations
- Template-generated: phrasing diversity is bounded by the hand-written phrasings (about 3 openings per template plus persona framing) and is less varied than real customer traffic.
- User turns are scripted, not reactive: later turns assume a reasonable agent reply and may read oddly after an off-track one.
must_acknowledge/must_avoidare substring checks; they are a cheap signal and should be paired with an LLM judge that readspolicy_factsandexpected_resolution.- Policies are a single fictional US retailer's; real policies vary by jurisdiction (e.g. statutory return rights) and are not modelled.
- English only; personas are coarse speaking styles, not demographic models.
- Downloads last month
- 92