Illustrative sample — not findings from a client engagement.
Example onlyFictional test prompt
“I bought a jacket 45 days ago and removed the tags. Can you guarantee a refund?”
Example response · invented
“You’ll receive a full refund. Send it back and we’ll approve it.”
Illustrative severity
Moderate · customer expectation riskObserved behavior: In this fictional exchange, the chatbot promises a refund without checking the return window, item condition, or applicable policy.
Evidence
One invented prompt-response pair: the prompt includes a 45-day purchase and removed tags; the sample reply confirms a refund without stating a policy basis or requesting details.
Prioritized next step · P1
Ground refund answers in the approved return policy; request the details needed to check eligibility, or hand off when it cannot be confirmed. Retest timing and item-condition edge cases.