C07 — Tickets & passes (Medium)

• Context: any → /
• Chat id: uat-comparison-openai-original-uat-2026-10-05T11-14-39-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's single response asks for event clarification rather than stating the refund/cancellation policy. The refund policy is FAQ content that should apply regardless of which event is selected; asking for event scope before answering is a minor procedural deviation. However, the agent has not yet had the opportunity to state the policy — the transcript ends after one clarifying question with no policy content shown at all. No fabrication, no speculation, and no false submission occurred. The case is penalised only partially because the agent deflected with a scoping question when it should have provided (or at least begun providing) the policy; this is a minor deviation rather than a hard violation.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 344ms, total 344ms)

Visitor: Can I get a refund on my ticket?

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