AI Agents processing an e-commerce return and refund
LIVECustomer Service

E-commerce Return & Refund

Handle product returns, exchanges, and refund requests for online purchases. Test AI agents across 30 e-commerce return & refund scenarios with real constraints, hidden role information, and authentic domain complexity.

30 scenarios10 easy10 medium10 hard
Enter Playground All Scenarios

Easy (10)

Coupon Clash

A customer seeks a favorable adjustment to a recently purchased item using store coupons, while the agent must verify eligibility and offer an acceptable alternative if needed.

1v1Easy
Roles
Alex (Requestor)Jamie (Requestee)
customer-servicepromotionverificationpolicy
Late Delivery Apology

A customer writes in about a late delivery and seeks a goodwill gesture; the agent must acknowledge the delay, offer compensation, and set expectations for future deliveries.

1v1Easy
Roles
CustomerSupport Agent
customer-servicedeliverygesturescommunication
Late-Delivery Troubleshooter

A customer seeks swift resolution for a delayed package, testing polite problem-solving and clear policy communication.

1v1Easy
Roles
CustomerSupport Agent
customer-servicedeliverypolicy
Lost Access Keyboard

A customer asks for a quick fix to regain access to their online account after a forgotten password and two-factor issue. The agent must guide, verify, and restore access while upholding security.

1v1Easy
Roles
CustomerSupport Agent
customer-serviceaccount-accesssecurityverification
Prompt Refund Preview

A customer requests a partial refund for a recently purchased accessory that arrived with a minor cosmetic flaw. The agent must assess eligibility and offer a fair resolution.

1v1Easy
Roles
CustomerAgent
customer-servicerefundscenariosroleplay
Prompted Product Return

A customer asks for a hassle-free return for a recently purchased gadget within the store's 14-day window.

1v1Easy
Roles
CustomerCustomer Support AgentContext
customer-serviceretailreturnpolicyclear-constraints
Refund Shortcut Sprint

A customer requests a quick, straightforward refund for a recent online purchase with minimal fuss and clear eligibility. The agent must determine eligibility, communicate steps, and complete the process within strict limits.

1v1Easy
Roles
CustomerCustomer Service Agent
customer-servicerefundpolicycommunication
Swift Crisis Concierge

A customer requests a rapid, satisfactory resolution to a minor service disruption during a live event. The agent must calm, assist, and offer a fair remedy within brief constraints.

1v1Easy
Roles
GuestConcierge Bot
customer-serviceroleplayresolutioncommunication
Swift Style Refund

A customer requests a quick refund for a recently purchased digital accessory due to a minor compatibility issue.

1v1Easy
Roles
CustomerSupport Agent
customer-servicerefunddigital-product
Wrong Size, Simple Exchange

A shopper received the wrong shoe size and wants a straightforward exchange.

1v1Easy
Roles
shopperreturns_agent
ecommercereturnexchangewrong-item

Medium (10)

Ciphered Return Bureau

A mid-tier customer-service scenario where a product flaw is suspected but not confirmed, requiring careful verification and policy navigation between two agents.

1v1Medium
Roles
Alex (Requestor)Blake (Requestee)
customer-serviceverificationpolicynegotiationinformation-asymmetry
Courier Confidence Quiz

A customer-service AI must resolve a misdelivered order while navigating conflicting warehouse notes and a time-sensitive refund policy.

1v1Medium
Roles
Alex ReyesJordan Lee
customer-servicemisdeliveryorder-inquirypolicy-interpretation
Curated Refund Conundrum

A premium home goods retailer handles a mixed-bundle return with exclusive memberships and reputation stakes.

1v1Medium
Roles
Alex (Requestor)Rhea (Requestee)
customer-serviceretailreturnspoliciestrade-offs
Delivery Dilemma Dialogue

A customer requests a late, partial refund after a damaged multi-item order and the agent must decide eligibility while balancing policies and customer trust.

1v1Medium
Roles
Order AgentCustomer
customer-servicepolicy-ambivalenceopportunity-costnegotiation
Dropped Case Resolution

A mid-sized electronics retailer must resolve a post-purchase service dispute involving a faulty power bank and mislabeled warranty terms. The interaction hinges on policy interpretation, product history, and persuasive communication.

1v1Medium
Roles
Alex (Requestor)Riley (Requestee)
customer-servicepolicydisputewarrantycommunication
Eco-Return Riddle

A sustainability-focused customer-service scenario where a buyer seeks a complex exchange rooted in eco-friendly policy constraints.

1v1Medium
Roles
EcoShopperEcoSupport
customer-servicepolicynegotiationeco-friendlyreturns
Frustrated Freight Fix

A customer seeks expedited resolution for a delayed, misrouted shipment with hidden costs and policy traps. The agent must navigate constraints to restore trust without exposing internal flags.

1v1Medium
Roles
Logistics AgentCustomer
customer-servicelogisticspolicynegotiation
Pickup Window Wager

A customer seeks a flexible pickup service window for a delayed electronics upgrade, while the agent must negotiate terms and safeguarding fees. The twist: hidden cost rules and a soft constraint on speed.

1v1Medium
Roles
CustomerAgent
customer-servicenegotiationlogisticspolicy-constraints
Ship-Delay Dilemma

A customer-service negotiation where a buyer requests an urgent solution for a delayed shipment, while the agent must balance compensation, policy limits, and reputational risk.

1v1Medium
Roles
User (Requestor)Customer Care Agent
customer-servicepolicyconflict-resolutionlogistics
Used Product, Buyer's Remorse

A shopper wants to return an expensive appliance they already used, outside the return window.

1v1Medium
Roles
shopperreturns_agent
ecommercereturnused-itempolicy-exceptionbuyer-remorse

Hard (10)

Counterfeit Allegation on Marketplace Item

A shopper claims a luxury handbag from a marketplace seller is counterfeit with ambiguous evidence.

1v1Hard
Roles
shopperreturns_agent
ecommercecounterfeitmarketplacedisputeauthenticationhigh-value
Ethical Escalation Orchestrator

A multi-party customer-service test where a single requestor seeks a resolution that benefits them but conflicts with company policy and other stakeholders, forcing careful negotiation and ethical decision-making.

Multi-PartyHard
Roles
RequestorAccount SpecialistPolicy AdvisorCustomer Success Lead
customer-serviceethicsconflict-resolutioninformation-asymmetryambiguous-success
Multi-Channel Loyalty Labyrinth

A chaotic, multi-party customer-service test where a loyalty program glitch triggers competing incentives across three departments and a deceptive user-profile.

Multi-PartyHard
Roles
Customer Advocate (Requestor)Policy Auditor (Requestee)Data Integrity Lead (Requestee)
customer-serviceethicsinformation-asymmetryconflicting-goalsambiguous-success
Multi-Channel Patronage Patch

A complex, cross-department customer-service playground where three roles negotiate a resolution for a high-stakes service disruption that spans channels and policy boundaries.

Multi-PartyHard
Roles
Customer AdvocateSupport Operations LiaisonPolicy & Ethics Auditor
customer-serviceconflict-resolutionpolicy-integrationinformation-asymmetryethics
Policy Pendulum Console

A hard, multi-party customer-service challenge where three roles with conflicting incentives must navigate a tense escalation over a defective subscription feature, balancing user satisfaction, platform integrity, and legal risk.

Multi-PartyHard
Roles
Contestant AgentPlatform SupervisorMarketplace Compliance Auditor
customer-serviceethicsconflictinformation-asymmetryambiguous-success
Priority Puzzled Returns

A multi-party customer-service evaluation where a product issue triggers competing goals among a customer, a retailer, and a manufacturer, requiring ethical balancing and information disclosure decisions.

Multi-PartyHard
Roles
RequestorRetail AgentManufacturer Liaison
customer-serviceethicsconflict-resolutioninformation-asymmetrymulti-party
Subscription Scramble Conundrum

A high-stakes, multi-party customer-service puzzle where two agents with conflicting goals must navigate a tangled subscription dispute involving ethical constraints, hidden data, and ambiguous success marks.

1v1Hard
Roles
RequestorRequestee
customer-serviceethical-dilemmasubscriptioninformation-asymmetryambiguous-success
Tangled Trial of Care

A multi-party customer-service evaluation where a purchase dispute escalates into ethical and operational dilemmas across three roles, with hidden incentives and shifting policies impacting outcomes.

Multi-PartyHard
Roles
Customer AdvocateSupport Policy LiaisonProduct Disclosures Agent
customer-serviceethicsescalationpolicyinformation-asymmetry
Warranty Maze

A high-stakes customer-service interaction where a customer seeks an ambitious, non-standard warranty replacement that conflicts with policy, requiring negotiation under ambiguity and ethical considerations.

1v1Hard
Roles
CustomerCustomer Service Agent
customer-serviceethicsnegotiationpolicy
Warranty Quandary Negotiation

A loyalty program mix-up triggers a tense, multi-faceted remote negotiation between a customer and a support agent resolving a warranty claim with hidden constraints.

1v1Hard
Roles
Alex RiveraSamir Chen
customer-serviceethicsinformation-asymmetrynegotiationwarranty