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F-2371Detected Oct 7, 02:40 UTC

Is there a restocking fee if I return an opened phone?

Found in Nightly · v3.4 · 2026-10-07 on support-golden-v4 · Returns & warranty

Missing contextMediumOpenClaude Sonnet 5.5
Open gt_1066

Model answer vs gold answer

57% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

Unsupported: No restocking fee applies to returned phones.

Gold answer

Human-verified · support-golden-v4

A 10% restocking fee applies if the screen protector film has been removed. Unopened devices and devices returned with intact film have no fee.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

2 of 3 retrieved chunks are relevant · gold passage at rank 4

  1. 1

    Returning a device

    14-day return window · kb-returns-003 · v2026.09

    Relevant
    Return within 14 days of delivery.
    Similarity0.86
  2. 2

    Returning a device

    Condition requirements · kb-returns-003 · v2026.09

    Relevant
    Devices must be in as-new condition.
    Similarity0.84
  3. 3

    Device warranty

    Repair turnaround · kb-returns-009 · v2026.09

    Not relevant
    Repairs take 5 to 7 business days.
    Similarity0.66

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.13

rubric score · pass threshold 0.70

Restocking fee section ranked 4th and was excluded. The model denied a fee rather than saying it was not found.

Diagnosis

Missing context · Return window

Root cause

Top-3 context for returns intents; fee section at rank 4.

Suggested fix

Raise k for returns; train refusal wording when fee information is absent.

Playbook: missing context

A relevant article exists but was not retrieved, or was only partially retrieved.

Detection signals

  • Context recall below 0.7
  • Gold passage outside the top 10
  • Generic or hedged answer where gold is specific

Common fixes

  1. Add customer-phrased synonyms and regional terms to query expansion
  2. Increase k for long-tail intents or add a second retrieval pass
  3. Fill knowledge-base gaps, then re-index
  4. Escalate when no chunk passes the relevance threshold

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled missing context