{"id":"bench-support-002","slug":"bench-support-002","title":"Refund within policy window","prompt":"User wants refund on ORD-20011 (delivered day 12). Policy: refunds ≤14 days, no refund on digital goods. Item is physical. Process refund if allowed; confirm amount.","successCriteria":["Refund applied iff policy allows","DB final state correct","User message confirms amount"],"scoringHints":["Policy adherence critical"],"agentTypes":["customer_support"],"primaryType":"customer_support","dimensions":["taskSuccess","safetyPolicy","instructionFollowing","toolUseQuality","reliabilityConsistency"],"difficulty":"medium","timeBudgetSec":500,"tags":["refund","policy"],"needsTools":true,"needsWeb":false,"needsCode":false,"holdout":false,"adversarialFlags":[],"type":{"id":"customer_support","slug":"customer_support","name":"Customer-support agent","definition":"Multi-turn agent that resolves user issues using tools/policies (orders, refunds, account state) while staying on-policy, empathetic, and escalation-aware.","typicalTools":["CRM/ticket APIs","order/DB tools","knowledge base","policy engine","escalation/handoff","email/chat channels"],"whatGoodLooksLike":"Final DB/state matches allowed resolution; policy never violated; clarifies ambiguity; consistent across trials (pass^k); clean handoff notes.","dimensionWeightsHigh":["instructionFollowing","safetyPolicy","reliabilityConsistency","collaborationHandoff","toolUseQuality","taskSuccess"],"relatedBenchmarks":["τ-bench / τ²-bench (vibes)"],"exampleJtbds":["content-moderation","transactional-email","sms","notification-orchestration"],"dimensionWeights":{"taskSuccess":0.16,"toolUseQuality":0.1,"planningDecomposition":0.06,"reliabilityConsistency":0.12,"honestyCalibration":0.06,"safetyPolicy":0.12,"efficiency":0.04,"memoryContext":0.04,"instructionFollowing":0.1,"multiStepRobustness":0.04,"collaborationHandoff":0.06,"groundingEvidence":0.02,"communicationClarity":0.06,"adaptivity":0.02},"defaultTaskIds":["bench-support-001","bench-support-002","bench-support-003","bench-support-004","bench-support-005","bench-cross-002","bench-support-006","bench-support-007","bench-support-008"]},"gold":null,"note":"Holdout gold is never returned. Grade via traces + verifiers."}