C07 — Tickets & passes (Medium)

• Context: any → /
• Chat id: uat-comparison-claude-original-uat-2026-10-05T11-15-54-C07
• Script: Can I get a refund on my ticket?
• Expected: States the refund and cancellation policy from the FAQ source only. If absent, honest gap plus support contact.
• Pass criteria: Policy wording traceable to FAQ content. No speculation beyond the data.

Verdict: PARTIAL

The agent asked for clarification about which event the visitor meant before providing any policy information. This is not unreasonable (different events could theoretically have different policies), but the agent provided zero policy content in the single turn shown. The transcript ends before any FAQ-sourced refund/cancellation policy is stated. However, the agent did not speculate, fabricate, or violate any hard criterion — it simply deferred answering pending clarification. Since the pass criterion requires policy wording traceable to FAQ content and none was delivered, the case is not fully satisfied, but the agent's behaviour (asking a clarifying question) is not misbehaviour — it is an incomplete interaction due to the turn limit. No fabrications, no critical violations. Verdict is partial rather than fail because the shortfall is a truncated conversation, not wrong content.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 391ms, total 391ms)

Visitor: Can I get a refund on my ticket?

Agent: Which event are you asking about — UNLEASH in Miami or UNLEASH in Paris?