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sandbox_external_retail_group1.py:test_case_ST002_001 | retail_and_ecommerce | sandbox_external_retail | Hi, my order ORD-70020 for the Bluetooth soundbar was supposed to arrive 7 days ago, but it's still delayed according to UPS tracking (TRK-700200001). I placed the order 18 days ago and I'm really frustrated with the long wait. Can you tell me what's going on and if I'm eligible for any compensation? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Identity: Name Alex Kim, email [alex.kim@example.com](ma... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports order ORD-70020 is delayed; tracking shows carrier-reported delay about a week past ETA.","due_at":null,"organization_id":null,"priority":"normal","requester_id":"10003","status":"open","subject":"Delayed shipment","tags":null,"type":"incident"},... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST002_003 | retail_and_ecommerce | sandbox_external_retail | I'm following up on my order for the KitchenAid mixer. It was shipped over two weeks ago, and the estimated delivery date of September 23rd has passed by over a week. The tracking still just says 'delayed'. I already contacted support about this and was told to wait, but nothing has happened. This is very frustrating. ... | - You are Sarah
- If the agent asks for the email, it's [sarah.martinez@email.com](mailto:sarah.martinez@email.com).
- If the agent asks for the order ID, it's ORD-10000020
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000010","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000020"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"pa... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST002_004 | retail_and_ecommerce | sandbox_external_retail | I've been waiting for my KitchenAid Stand Mixer Professional 600 (order ORD-10000020) for over a week past the delivery estimate. Tracking says it's delayed and it's been 9 days since it was supposed to arrive. Can I get any compensation for this inconvenience? | Rules :
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Sarah Martinez. You are looking for compensation for a delayed delivery. If asked, your email is [sarah.... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports KitchenAid Stand Mixer Professional 600 (order ORD-10000020) is 9 days past estimated delivery. Tracking status is 'delayed'. Customer requests compensation for inconvenience.","due_at":null,"organization_id":null,"priority":"high","requester_id"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST003_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm Sarah Martine. I'm following up on my order ORD-20000001. It was supposed to be delivered on September 21st, but UPS tracking still shows it's in exception status due to access problems. It's been 19 days since I ordered and 10 days past the delivery estimate. I already opened a ticket about this 8 days ago, bu... |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"id":"6","item":{"assignee_id":null,"description":null,"due_at":null,"organization_id":null,"priority":"high","requester_id":null,"status":"hold","subject":null,"tags":null,"type":null},"table":"tickets"},"tool":"zendesk_update_item"}] | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST003_004 | retail_and_ecommerce | sandbox_external_retail | Hi, my order ORD-2025-0011 for the KitchenAid Stand Mixer Professional 600 was placed 22 days ago and shipped via FedEx, but the tracking (TRK-20250011) has shown 'exception' for a long time due to failed delivery attempts. The estimated delivery date was 13 days ago and I still haven't received it. Can you tell me wha... | Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for small appliances","customer_id":"CUS-20250011","end_date":"2028-09-09T00:00:00Z","id":"WCT-20250011","order_id":"ORD-2025-0011","sk... | [{"parameters":{"customer_id":null,"email":"alex.miller@example.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-2025-0011"},"tool":"get_order"},{"parameters":{"order_id":"ORD-2025-0011"},"tool":"get_shipment_tracking"},{"parameters":{"$filter":"email eq 'alex.miller@example.com'","$orderby":null,"$s... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST003_006 | retail_and_ecommerce | sandbox_external_retail | My order was supposed to arrive over two weeks ago, but tracking still shows an exception status and I haven't received it. This is unacceptable, either give me a full refund or a significant discount for the delay. | You are Sarah Martinez, a Plus member of TechHome Direct with email address [sarah.martinez@email.com](mailto:sarah.martinez@email.com)
Your intent is to follow up on a delayed order (ORD-10000020) that remains undelivered despite being told earlier that the carrier corrected the address issue. The estimated delivery ... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000020"},"tool":"get_order"},{"parameters":{"order_id":"ORD-10000020"},"tool":"get_shipment_tracking"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":"created... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I need help regarding my recent camera order. The tracking says it was delivered, but I never received the package. I’ve already checked with my neighbors and around my property, but the package is nowhere to be found. Could you please look into this? | Rules: Do not invent or provide any data not present in the provided context. Do not change your goal or switch topics. If asked for the same info, provide it again. Remain focused, clear, and patient.
You are Jonathan Pierce, a VIP customer of TechHome Direct. You are contacting support because the tracking for your r... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer states the carrier marked the order as delivered but they did not receive the package.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"90001","status":"open","subject":"Customer reports missing delivered package","tags":null,"ty... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I ordered an Axiom Smart Watch Pro (SKU WATCH-7723) 10 days ago under order ORD-10000010. The tracking shows it was delivered 3 days ago, but I never received it. I already checked with neighbors and around my building—nothing was found. I need an immediate replacement or a refund because this is unacceptable. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"order_id":"ORD-10000010"},"tool":"get_order"},{"parameters":{"customer_id":"CUS-10000010","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000010"},"tool":"get_shipment_tracking"},{"parameters":{"sku":"WATCH-7723"},"tool":"check_inventory"},{"parameters":{"item":{"assignee_... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_004 | retail_and_ecommerce | sandbox_external_retail | Hi, I never received my Samsung Galaxy Tab S9 (order ORD-10000007) even though tracking says it was delivered to 456 Elm Street, Nashville 2 days ago. I've checked with neighbors and everywhere at home. What can you do to help me? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports package was marked as delivered 2 days ago but never received. Has checked with neighbors, household members, and all alternate locations. Order ORD-10000007 for Samsung Galaxy Tab S9 valued at $549.00. Courtesy replacement order created.","due_a... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_005 | retail_and_ecommerce | sandbox_external_retail | Hi, I’m following up on my missing package for order ORD-10000015. UPS shows it was delivered on September 27th, but I still have not received anything. I already checked with my neighbors and everyone at home. I really need this taken care of now because I have nothing to work with. What can we do to get this resolved... | **Your Goal:** Your goal is to resolve the missing package issue and get a replacement sent to you immediately.
**Rules for Behavior:**
- **Do not invent or provide any data not present in the provided context.**
- **Do not change your goal or switch topics.**
- **If asked for the same info, provide it again.**
- **R... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000015","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_shipment_tracking"},{"parameters":{"$filter":"requester_id eq '15'","$orderby":null,"$select":null,"$skip":null,"$... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_007 | retail_and_ecommerce | sandbox_external_retail | Hi, my order ORD-10000015 shows as delivered by UPS three days ago, but I never received it. I've already checked with my neighbors and everyone in my household. What can you do about this? | You are Sarah Martinez with email [sarah.martinez@email.com](mailto:sarah.martinez@email.com)
Your address line 1 is 742 Oak Street
address city is Nashville
Address state is: TN
Address Zip is : 37203
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports package marked delivered by UPS on 28 Sep 2025, but not received. Carrier investigation to be opened.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"10","status":"open","subject":"Delivered but not received - ORD-100000... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_008 | retail_and_ecommerce | sandbox_external_retail | Hi, I need an update on a ticket I opened. Can you check the status for me? | Rules:
If the agent asks for the order ID, it's ORD-20000001.
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"id":"20001","item":{"assignee_id":"2","description":"Customer follow-up on missing FitTrack Pro Fitness Tracker from order ORD-20000001. Package marked delivered 2025-09-25 but customer reports non-receipt after checking with neighbors. Carrier investigation initiated with UPS. Expected resolution: 3-5... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST004_009 | retail_and_ecommerce | sandbox_external_retail | I never received my wireless charger (order ORD-77110001), even though tracking says it was delivered 8 days ago to 456 Oak Street, Nashville. I already checked with my neighbors and still can't find it. I want a replacement or a full refund right now. | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Order ORD-77110001 for Wireless Charger (ACC-7756) placed 14 days ago, marked delivered 8 days ago to correct address. Customer reports non-receipt, has checked with neighbors, and is requesting a replacement or refund.","due_at":null,"organization_id":null,"prio... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST005_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I never received my package for order ORD-55442001. The tracking says it was "returned to sender," but I don't understand why. What happened to my delivery? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Jordan Ellis, a Standard Customer.
If the agent specifically asks for the zip code, then provide: "62704... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-30004577","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-55442001"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'jordan.ellis@example.com'","$orderby":null,"$select":"id,email,name","$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_i... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST005_005 | retail_and_ecommerce | sandbox_external_retail | Hi, my customer ID is CUS-10000015. I'm following up on my open ticket about order ORD-10000015. I just saw that my package with tracking number (TRK-100000000015
) is being returned to sender because of an incorrect address. I meant to have it shipped to 2401 East Boulevard, Los Angeles, CA 90001, but I accidentally s... | You are Victoria.
Rules:
Do NOT invent or provide data not present in the context or database.
Do NOT change your goal or switch topics.
Remain focused, clear, and patient.
If asked for the same info, provide it again.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"corrected_address_city":"Los Angeles","corrected_address_line1":"2401 East Boulevard","corrected_address_state":"CA","corrected_address_zip":"90001","customer_fault":true,"order_id":"ORD-10000015"},"tool":"reship_order"},{"parameters":{"amount":15,"charge_reason":"reship_fee","customer_id":"CUS-1000001... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_001 | retail_and_ecommerce | sandbox_external_retail | I bought a DSLR camera about a month ago and it was delivered. I've changed my mind and want to return it for a refund. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Approximate purchase/delivery: ordered about 38 days ago; de... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests return of opened but non-defective camera","due_at":null,"organization_id":null,"priority":"normal","requester_id":"10002","status":"open","subject":"Return request for Camera","tags":null,"type":"incident"},"table":"tickets"},"tool":"zendesk_cr... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_002 | retail_and_ecommerce | sandbox_external_retail | I'm following up on my open ticket about returning my Samsung Galaxy Tab A9+ (order ORD-10000010). I received it more than a month ago, and it's opened but not defective. It's just not what I expected. Can I return it? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Michael Rodriguez, email: "michael.rodriguez@email.com", "customer_id": "CUS-10000010", You purchased a ... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000010","end_date":"2026-08-22T00:00:00Z","id":"WCT-10000010","order_id":"ORD-10000010","sku":"TAB-7832","start_d... | [{"parameters":{"customer_id":"CUS-10000010","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000010"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'michael.rodriguez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_003 | retail_and_ecommerce | sandbox_external_retail | I received the wrong model of headphones in my order ORD-10000015, which was delivered a few weeks ago. I opened the box, but it's unused. I'd like to return it for a refund. What do I need to do? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
Only provide these details when specifically asked:
email : [michael.rodriguez@email.com](mailto:michael.rodrig... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000015","end_date":"2026-09-06T00:00:00Z","id":"WCT-10000015","order_id":"ORD-10000015","sku":"AUD-6623","start_d... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer received wrong headphones (Sony WH-CH720N Wireless Noise Canceling Headphones, SKU: AUD-6623, order ORD-10000015) and requests a return. Delivered 23 days ago.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"15","status":"open",... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_004 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a Bluetooth speaker from TechHome Direct a little while ago. It was delivered about a month and a half ago, and I opened it but changed my mind. Can I return it? | **Rules:**
- Do not invent or provide any data not present in the context.
- Do not change your goal or switch topics.
- If the agent asks for the same info again, provide it again politely.
- Remain focused, clear, and patient.
**Additional details (ONLY if the agent asks for them):**
If the agent specifically asks... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"customer_id":"CUS-10000004","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000004"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'customer@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parame... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_005 | retail_and_ecommerce | sandbox_external_retail | Hi, I'd like to return my Dell 27-inch 4K Monitor (order ORD-20000001). It's unopened and not what I expected based on the specs. Can you help me start the return? | You are Michael Thompson, a TechHome Direct customer. You are looking to return the monitor you ordered and the reason for return is that the monitor is not what you were expecting based on the specs, your email is [michael.thompson@email.com](mailto:michael.thompson@email.com), you contacted the support yesterday to r... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":null,"email":"michael.thompson@email.com"},"tool":"get_customer_profile"},{"parameters":{"$filter":"email eq 'michael.thompson@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"order_id":"ORD-20000001"},"tool":"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_006 | retail_and_ecommerce | sandbox_external_retail | Hi, I recently bought a Panasonic Countertop Microwave (order number ORD-20000001) and it was delivered about a month and a half ago. I changed my mind and would like to return it. The microwave has been opened but is not defective. Can you help me with the return process? | **Rules:**
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
**Context:** You are Sarah Johnson, a Standard tier customer of TechHome Direct. You placed order **ORD-20000... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for small appliances","customer_id":"CUS-20000001","end_date":"2026-08-18T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return opened, non-defective microwave (SKU: APPL-5678, order ORD-20000001, delivered 44 days ago, weight 42 lbs). Customer is Standard tier. Return window valid. Item opened, not defective.","due_at":null,"organization_id":null,"priority":"n... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_008 | retail_and_ecommerce | sandbox_external_retail | Hi, I want to return my Bosch 500 Series Built-In Dishwasher purchased a couple of weeks back before the installation happens, as it's not as expected. I had called yesterday to enquire about cancellation options. What do I need to do to start the return? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If the agent asks for the Order ID, share the Order ID ORD-20000001.
Provide your email address [michael.rodrigu... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-09-21T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"cancellation_reason":"customer_cancelled_order","job_id":"JOB-20000001","order_id":"ORD-20000001"},"tool":"cancel_installation"},{"parameters":{"customer_id":"CUS-20000001","is_defective":false,"line_item_id":"LIN-20000001","order_id":"ORD-20000001","refund_amount":649,"removal_fee":0,"restocking_fee":... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_010 | retail_and_ecommerce | sandbox_external_retail | Hi, I’m Michael Rodriguez, and my Samsung front-load washer from order ORD-20000001 that you delivered and installed around a month ago isn’t performing as I expected, so I want to have it picked up and refunded. | - Email: [michael.rodriguez@email.com](mailto:michael.rodriguez@email.com)
- Phone: +1-555-0198
- Product: Samsung Front-Load Washing Machine 4.5 cu ft
- Goal: Have TechHome take the washer back and give you your money back
Rules:
Do not invent or provide any data not present in the provided context.
Do not change y... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-08-30T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests pickup and refund for Samsung front-load washer (order ORD-20000001, installed and delivered 32 days ago, not performing as expected)","due_at":null,"organization_id":null,"priority":"normal","requester_id":"6","status":"open","subject":"Return ... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_011 | retail_and_ecommerce | sandbox_external_retail | Hi, I’m reaching out about an incorrect color Whirlpool electric dryer that was delivered to me. My customer ID is CUS-10000025, and my order ID is ORD-2-78432. The dryer was delivered 19 days ago, has already been installed and opened, but I still need to request a return since it’s not the item I ordered. | RULES to follow:
• You need the agent to initiate the return (create RMA).
• Do not invent or provide any data not present in the provided context.
• Do not change your goal or switch topics.
• If asked for the same information, you can provide it again.
• Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-09-12T20:30:00Z","customer_id":"CUS-10000025","id":"JOB-10000025","order_id":"ORD-2-78432","scheduled_date":"2025-... | [{"parameters":{"customer_id":"CUS-10000025","is_defective":false,"line_item_id":"LIN-10000025","order_id":"ORD-2-78432","refund_amount":549,"removal_fee":50,"restocking_fee":0,"return_reason":"wrong_item_received","return_shipping_cost":0},"tool":"create_rma"},{"parameters":{"id":"25","item":{"assignee_id":"2","descri... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_015 | retail_and_ecommerce | sandbox_external_retail | Hi, I recently bought a Dell Inspiron 14 Laptop (SKU: COMP-7756) from TechHome Direct, order ORD-10000010, and it was delivered about 18 days ago. I’ve opened the box but haven’t used it, and I’ve changed my mind. Can you initiate a return quickly? | Rules:
Never change the original goal or switch topics.
Do not invent or provide any data not present in the provided context.
Do not provide information the agent is expected to obtain with their tools.
If asked for the same info multiple times, provide it again.
Remain clear, focused, and patient until the goal ... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000010","end_date":"2026-09-13T00:00:00Z","id":"WCT-10000010","order_id":"ORD-10000010","sku":"COMP-7756","start_... | [{"parameters":{"customer_id":"CUS-10000010","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000010"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"pa... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_016 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a Sony Alpha a7 IV Mirrorless Camera (order ORD-10000015) about two months ago, and it was delivered to me in Austin on July 31st. I’ve opened it and tried it out, but it’s not meeting my expectations. I’d like to return it. Can you help me with the return process? | Rules:
Do not invent or provide any data that is not present in the provided context.
Do not change your goal or switch topics.
If the agent asks again for the same information, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000015","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"pa... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_017 | retail_and_ecommerce | sandbox_external_retail | Hi, I'd like to return my unopened 10-inch Android Tablet (order ORD-10000015) that was delivered about two months ago. I changed my mind and don't need it anymore. Can you help me with the return process? | You are Sarah Martinez with email [sarah.martinez@email.com](mailto:sarah.martinez@email.com)
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"customer_id":"CUS-10000015","email":null},"tool":"get_customer_profile"},{"parameters":{"customer_id":"CUS-10000015","is_defective":false,"line_item_id":"LIN-10000015","order_id":"ORD-10000015","refund_amount":329,"removal_fee":0,"restocking_fee":0,"return_reason":"changed_mind","return_shipping_cost":... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_019 | retail_and_ecommerce | sandbox_external_retail | Hi, I ordered a Samsung side-by-side refrigerator (order ORD-10000015) about 25 days ago, and it's scheduled for installation in a few days. I haven't opened it yet, but after doing more research, I realized it's not what i expected. I'd like to return it before the installation happens. Can you help me please? | Only provide these details when specifically asked:
email : [sarah.martinez@email.com](mailto:sarah.martinez@email.com)
order_id: ORD-10000015
customer_id: CUS-10000015
order_delivery_date: 16 September 2025
order_placed_date: 6 September 2025
Rules:
Do not invent or provide any data not present in the provided... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10000015","end_date":"2028-09-16T00:00:00Z","id":"WCT-10000015","order_id":"ORD-10000015","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer Sarah Martinez (Plus member) requests to return unopened Samsung 28 cu ft Side-by-Side Refrigerator (LIN-10000015) from order ORD-10000015, delivered 15 days ago, installation scheduled but not completed. Customer states product is not as expected.","due... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_021 | retail_and_ecommerce | sandbox_external_retail | Hi, I want to return my Next-Gen Gaming Console (order ORD-08012222). I received the wrong console bundle and have already opened the box. The order was delivered about two and a half months ago. Can you help me with the return process? | You are a TechHome Plus member contacting TechHome Direct customer support to return a gaming console because the wrong console bundle was delivered.
Do not invent or provide any data not present in the provided context. Do not change your goal or switch topics. If asked for the same info, provide it again. Remain focu... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports receiving the wrong console bundle in order ORD-08012222 (SKU: GAME-7745). Item opened, non-defective. TechHome Plus member requesting refund.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"99887766","status":"open","su... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_022 | retail_and_ecommerce | sandbox_external_retail | Hi, I just received my Dell XPS 17 Laptop (order ORD-10000101) a few weeks ago, but after doing some research, I realized it's not what I expected. The box is still unopened. I'd like to return it. Can you help me with the return process? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000101","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000101"},"tool":"get_order"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return unopened Dell XPS 17 Laptop, order delivered 24 days ago, not as expected.","due_at"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_023 | retail_and_ecommerce | sandbox_external_retail | Hi, I'd like to return my Sony WH-1000XM6 Noise-Canceling Headphones (order ORD-10000020) that I purchased about two months ago. I opened and tried them, but decided I don't need them. Can you help me with the return? | Rules
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Sarah Martinez, a VIP customer of TechHome Direct. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000010","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000020"},"tool":"get_order"},{"parameters":{"$filter":"requester_id eq '10'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"tickets"},"tool":"zendesk_get_items"},{"parameters":{"c... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_024 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a Samsung 32-inch Curved Gaming Monitor ORDER ID ORD-20000001 about two and a half months ago, but the specs aren't what I expected. It's still unopened. Can I return it? Here is my email address: [michael.rodriguez@email.com](mailto:michael.rodriguez@email.com). | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------ | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-07-19T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"MON-5567","start_d... | [{"parameters":{"customer_id":"CUS-20000001","email":"michael.rodriguez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_order"},{"parameters":{"sku":"MON-5567"},"tool":"get_product_details"},{"parameters":{"$filter":"email eq 'michael.rodriguez@email.com'","$orderby":nul... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_025 | retail_and_ecommerce | sandbox_external_retail | Hi, I need help with returning the commercial air purifier I bought because it is not the size I ordered. | Your Order_id: ORD-10000101
email: [victoria.patterson@gmail.com](mailto:victoria.patterson@gmail.com)
name: Victoria Patterson
phone: +1-510-2921090
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it agai... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer received the wrong size Commercial Air Purifier Pro and wants to return it. Order delivered 80 days ago. Item is opened. Customer is VIP tier.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"101550","status":"open","subject":"Re... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_026 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm following up on my previous message about my washing machine order. I've decided I don't want it anymore and would like to return it before the installation happens. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
Order number: ORD-0200111
Customer ID: CUS-12345678
Email: [alex.johnson@example.com](mailto:alex.johnson@exampl... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-12345678","end_date":"2028-09-19T00:00:00Z","id":"WCT-0200111","order_id":"ORD-0200111","sku":... | [{"parameters":{"cancellation_reason":"customer_cancelled_order","job_id":"INST-001","order_id":"ORD-0200111"},"tool":"cancel_installation"},{"parameters":{"customer_id":"CUS-12345678","is_defective":false,"line_item_id":"LIN-0200111","order_id":"ORD-0200111","refund_amount":899,"removal_fee":0,"restocking_fee":0,"retu... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_028 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought the Luxury Smartwatch Pro, order ORD-10000087) about three months ago and it's been opened but barely used. I changed my mind and would like to return it. Can you help me with the return process? This is my email: [victoria.sterling@example.com](mailto:victoria.sterling@example.com). | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------ | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000087","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000087"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'victoria.sterling@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"}... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_030 | retail_and_ecommerce | sandbox_external_retail | Hi, I want to return my soundbar speaker (order THD-3007789). I bought it about a month ago, opened it, but it just isn't what I expected. How do I start the return? | **Rules**
- Do not invent or provide any data not present in the context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient.
**Persona & Context**
- You are **Sam Carter**, a TechHome Direct customer on the **Standard** tier.
- This is yo... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return opened soundbar speaker (SKU: AUD-7789) from order THD-3007789. Delivered 38 days ago. Standard tier, first-time buyer. Calculated refund: $240.01 (Restocking fee waived, $8.99 return shipping cost applies).","due_at":null,"organizatio... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_031 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm Michael Rodriguez. I bought a Compact Countertop Dishwasher (order ORD-20000001) on 18 August 2025, and it was delivered and installed on 25 August 2025. I changed my mind and I would like to return it, I am still on the returning window of 60 days from the delivery date. The item is opened but not defective. Y... | Rules for User Agent Behavior:
- Do NOT invent any data, names, IDs, or details not present in the provided context.
- Do NOT change the original goal or switch topics.
- Remain focused, clear, and patient.
- Provide all necessary unique data in the first message.
- If asked for the same info multiple times, provide i... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-08-18T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"customer_id":"CUS-20000001","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_order"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return opened Compact Countertop Dishwasher (SKU: APPL-3329), delivered and installed on 25... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_032 | retail_and_ecommerce | sandbox_external_retail | Hi, I want to return the Smart Washing Machine (order ORD-10000015) I bought. It's not what I expected. | Rules:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-08-07T14:30:00Z","customer_id":"CUS-10000015","id":"JOB-10000015","order_id":"ORD-10000015","scheduled_date":"2025... | [{"parameters":{"customer_id":"CUS-10000015","is_defective":false,"line_item_id":"LIN-10000015","order_id":"ORD-10000015","refund_amount":1099,"removal_fee":0,"restocking_fee":0,"return_reason":"not_as_expected","return_shipping_cost":0},"tool":"create_rma"},{"parameters":{"id":"15","item":{"assignee_id":null,"descript... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_033 | retail_and_ecommerce | sandbox_external_retail | Hi, I need help returning my Samsung refrigerator with a bottom freezer, as it arrived in a different color than I ordered. The order number is ORD-20000001 and the installation service has been completed. Can you help me with the return process? | Rules:
Do not invent or provide any data that is not present in the provided context
Do not change your goal or switch topics.
If the agent asks again for the same information, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-08-13T15:30:00Z","customer_id":"CUS-20000001","id":"JOB-20000001","order_id":"ORD-20000001","scheduled_date":"2025... | [{"parameters":{"customer_id":null,"email":"victoria.chen@example.com"},"tool":"get_customer_profile"},{"parameters":{"customer_id":"CUS-20000001"},"tool":"get_membership_details"},{"parameters":{"id":"7","table":"tickets"},"tool":"zendesk_get_item"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_order"},{"param... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_034 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought the Handheld Gaming Console Pro about 27 days ago and received it 24 days ago. I’ve opened it, but it’s not what I expected based on the specifications. I saw on your website that gaming products have a 30-day return window, can I return it? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Alex Johnson,
- If the agent asks for the email, it's [alex.johnson@example.com](mailto:alex.johnson@exa... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return opened Handheld Gaming Console Pro (SKU: GAME-2287, order ORD-10000007) as it is not as expected. Delivered 24 days ago, within 30-day return window. Item is opened, non-defective.","due_at":null,"organization_id":null,"priority":"norm... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_037 | retail_and_ecommerce | sandbox_external_retail | Hi, I'd like to return my Meta Quest 3 VR Gaming Headset (order THD-2009876). It's unopened and just not what I expected. How do I proceed? |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for 1 year from delivery date","customer_id":"CUS-00010023","end_date":"2026-09-14T00:00:00Z","id":"WCT-20009876","order_id":"THD-20098... | [{"parameters":{"customer_id":"CUS-00010023","is_defective":false,"line_item_id":"1","order_id":"THD-2009876","refund_amount":540.01,"removal_fee":0,"restocking_fee":0,"return_reason":"not_as_expected","return_shipping_cost":8.99},"tool":"create_rma"},{"parameters":{"id":"10","item":{"assignee_id":"2","description":"Cu... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_039 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a 12-inch Premium Tablet Pro (order ORD-10000087) about 76 days ago and it was delivered 73 days ago. I opened it but haven't used it much. I changed my mind and would like to return it. Can you help me with the return process? | - If the agent asks for the order ID, it's ORD-10000087.
- If the agent asks for the email, it's [victoria.sterling@example.com](mailto:victoria.sterling@example.com).
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10000087","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000087"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'victoria.sterling@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"}... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_040 | retail_and_ecommerce | sandbox_external_retail | Hi, this is Alen James. I bought a large portable air conditioner from you a little over a month ago – the 12000 BTU floor unit that’s around 60 pounds, shipped to my home in Nashville. It was delivered and I’ve never opened the actual product box; the unit is still sealed inside the packaging. After looking more close... | You are:
Name: Alen James
Email: [alen.james@email.com](mailto:alen.james@email.com)
Phone: +1-555-0198
Order ID, say: ORD-2001
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, cl... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"order_id":"ORD-2001"},"tool":"get_order"},{"parameters":{"customer_id":"CUS-1001","email":null},"tool":"get_customer_profile"},{"parameters":{"$filter":"email eq 'alen.james@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"brand_id":null,"category":null,"label_names":null,"locale":n... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_041 | retail_and_ecommerce | sandbox_external_retail | I bought an induction cooktop about a month ago and it was delivered. Installation is scheduled in a few days, but I've changed my mind and want to return it before the install. Can you help?
| Rules:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient.
If asked for additional information, you may provide:
- - Identity: Name Casey Lee, email [casey.lee@exampl... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-88041","end_date":"2028-09-09T00:00:00Z","id":"WCT-88041","order_id":"ORD-88041","sku":"APPL-5... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return unopened induction cooktop delivered 22 days ago, installation not completed.","due_at":null,"organization_id":null,"priority":"high","requester_id":"10012","status":"open","subject":"Return request for Professional Induction Cooktop "... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_042 | retail_and_ecommerce | sandbox_external_retail | Hi, I recently bought a High-Performance Desktop Computer from you, order number ORD-20000001. It was delivered 18 days ago, but I haven't opened it because I decided to get a different model. Can I return this unopened computer for a refund? | **Rules:**
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-09-13T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"COMP-8821","start_... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return unopened desktop computer (SKU: COMP-8821) delivered 18 days ago. Wants to purchase a different model.","due_at":null,"organization_id":null,"priority":"normal","requester_id":"6","status":"open","subject":"Return request: High-Perform... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_043 | retail_and_ecommerce | sandbox_external_retail | Hi,
I asked a few days ago about cancelling before installation. My treadmill delivery was last week and the install is tomorrow. Please cancel it and start the return. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Identity: Name Morgan Lee, email [morgan.lee@example.com... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-88043","id":"INST-88043","order_id":"ORD-88043","scheduled_date":"2025-10-02T13:00:00Z","service... | [{"parameters":{"cancellation_reason":"customer_cancelled_order","job_id":"INST-88043","order_id":"ORD-88043"},"tool":"cancel_installation"},{"parameters":{"customer_id":"CUS-88043","is_defective":false,"line_item_id":"LI-88043-001","order_id":"ORD-88043","refund_amount":1899,"removal_fee":0,"restocking_fee":0,"return_... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_044 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a Gaming Racing Simulator Chair from you a few weeks ago, and after trying it out for a bit, I realized it’s not as comfortable as I hoped. Can you help me return it? | When asked, you must provide:
• Your order number: **ORD-10000015**
• Your email: **[michael.rodriguez@email.com]**
Rules:
- Do **not** invent or provide any data not present in the provided context.
- Do **not** change your goal or switch topics.
- If asked for the same info, provide it **again** consistently.
- Re... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"customer_id":"CUS-10000015","email":null},"tool":"get_customer_profile"},{"parameters":{"id":"15","table":"users"},"tool":"zendesk_get_item"},{"parameters":{"$filter":"requester_id eq '15'","$orderby":"created_at desc","$select":"id,subject,... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_045 | retail_and_ecommerce | sandbox_external_retail | Hi, I'd like to return the freezer from order ORD-10000010. I know it's been over two months and I'm probably past your return deadline, but I haven't even opened the box. Can you please make an exception and allow me to return it? | **Rules:**
**Do not invent or provide any data not present in the provided context.**
**Do not change your goal or switch topics.**
**If asked for the same info, provide it again.**
**Remain focused, clear, and patient.**
You are Michael Rodriguez (customer_id = CUS-10000010), a TechHome Plus member. You purchased... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10000010","end_date":"2028-08-01T00:00:00Z","id":"WCT-10000010","order_id":"ORD-10000010","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to return unopened Frigidaire 15.6 cu ft Upright Freezer (SKU: APPL-6687, order ORD-10000010, delivered 61 days ago, installation completed, item unopened, Plus member)","due_at":null,"organization_id":null,"priority":"high","requester_id":"10",... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_047 | retail_and_ecommerce | sandbox_external_retail | I received the wrong model of Sony Noise Canceling earbuds in my order ORD-10000087, which was delivered 78 days ago. I want to return it. Can you help me with the return process? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000087","end_date":"2026-07-15T00:00:00Z","id":"WCT-10000087","order_id":"ORD-10000087","sku":"AUD-3392","start_d... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer claims they received the wrong model of Sony Noise Canceling earbuds (SKU: AUD-3392) in order ORD-10000087, delivered 78 days ago. Item is opened, not defective. Customer is VIP tier.","due_at":null,"organization_id":null,"priority":"urgent","requester_i... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST006_049 | retail_and_ecommerce | sandbox_external_retail | Hi, I need help returning my VR Gaming Bundle with Room Setup, the order id is ORD-10000015. The system is not what I expected, and the installation service was completed. Can you assist me with the return process? | You are Michael Chen, email [michael.chen@example.com](mailto:michael.chen@example.com), a Plus-tier customer.
Main Scenario Steps:
- Send the initial query, providing all relevant data.
- If the agent asks for the same information again, provide it again as requested.
- If the agent provides the expected behavio... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-07-26T16:30:00Z","customer_id":"CUS-10000015","id":"JOB-10000015","order_id":"ORD-10000015","scheduled_date":"2025... | [{"parameters":{"customer_id":null,"email":"michael.chen@example.com"},"tool":"get_customer_profile"},{"parameters":{"customer_id":"CUS-10000015"},"tool":"get_membership_details"},{"parameters":{"id":"15","table":"tickets"},"tool":"zendesk_get_item"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"param... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST007_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I am Michael Rodriguez, a VIP customer. I received my Dell XPS 15 Premium Laptop (order ORD-10000087) about 7 weeks ago, and now the battery won't hold a charge and several keys on the keyboard don't work. I'd like to return it for a refund since it's defective. My email address is [michael.rodriguez@techcorp.com](... | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Michael Rodriguez, a VIP customer who purchased a Dell XPS 15 Premium Laptop about 7 weeks ago. The laptop ha... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000087","end_date":"2026-08-14T00:00:00Z","id":"WCT-10000087","order_id":"ORD-10000087","sku":"COMP-6712","start_... | [{"parameters":{"customer_id":null,"email":"michael.rodriguez@techcorp.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000087"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'michael.rodriguez@techcorp.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST007_005 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm following up on my open ticket about the refrigerator I ordered with order id, ORD-20250901-1456. The cooling system isn't working and food is spoiling, plus the freezer is making loud grinding noises. It's only been 27 days since delivery and I want to return it for a refund. Can you help with the process? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-40001234","end_date":"2028-09-04T00:00:00Z","id":"WCT-20250901-1456","order_id":"ORD-20250901-... | [{"parameters":{"customer_id":"CUS-40001234","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20250901-1456"},"tool":"get_order"},{"parameters":{"$filter":"id eq '15'","$orderby":null,"$select":"id,status,priority","$skip":null,"$top":null,"table":"tickets"},"tool":"zendesk_get_items"},{"para... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST007_006 | retail_and_ecommerce | sandbox_external_retail | Hi, I need to return my order ORD-20000020. The washing machine arrived damaged. I know I'm within the 60-day window for defective returns, so I'd like a refund for the product cost, which was $999.00. | You are Jane Doe. Your goal is to return a defective washing machine (order ORD-20000020) for a refund of the product's cost.
- If the agent asks for your personal details, provide your correct email: "jane.doe@example.com" not [jane.martinez@email.com](mailto:jane.martinez@email.com)
- If the agent offers you a refun... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000020","end_date":"2028-08-23T00:00:00Z","id":"WCT-20000020","order_id":"ORD-20000020","sku... | [{"parameters":{"item":{"assignee_id":"2","description":null,"due_at":null,"organization_id":null,"priority":"urgent","requester_id":"11","status":"open","subject":"Return request: damaged washing machine (ORD-20000020)","tags":null,"type":"incident"},"table":"tickets"},"tool":"zendesk_create_item"},{"parameters":{"cus... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST007_008 | retail_and_ecommerce | sandbox_external_retail | Hi, my Customer ID is CUS-10000015. My Whirlpool gas dryer (order ID: ORD-10000025) was delivered 9 days ago, but the control panel is cracked and there's a large dent on the top as it was damaged in transit. The installation is scheduled for a few days from now, but I want to return it for a refund before installation... | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------ | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10000015","end_date":"2028-09-22T00:00:00Z","id":"WCT-10000025","order_id":"ORD-10000025","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports control panel cracked and large dent on top of Whirlpool 7.4 cu ft Gas Dryer (SKU: APPL-5591, order ORD-10000025) delivered 9 days ago. Installation scheduled but not completed. Customer requests return for refund before installation.","due_at":n... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST008_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I received my Certified Refurbished Bosch 800 Series Dishwasher (order ORD-10000015) 14 days ago, but the pump is leaking and the control panel doesn't work. Given the product is defective, I want to cancel the order before the installation happens which is next week. I expect a refund from both the product and the... | You are Michael Rodriguez, email: "michael.rodriguez@email.com" a VIP customer. You want to cancel an installation job and to get a refund for the dishwasher you bought not so long ago. You expect the agent to cancel the installation, to start the item refund, and to receive the money refund from the installation ser... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000015","id":"JOB-10000015","order_id":"ORD-10000015","scheduled_date":"2025-10-05T10:00:00Z",... | [{"parameters":{"item":{"assignee_id":"2","description":null,"due_at":null,"organization_id":null,"priority":"urgent","requester_id":"15","status":"open","subject":"Return of non installed item","tags":null,"type":"incident"},"table":"tickets"},"tool":"zendesk_create_item"},{"parameters":{"cancellation_reason":"custome... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST009_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I ordered an Android tablet (order ORD-02001111) about 5 months ago, but I've changed my mind and would like to return it for a refund. The tablet works perfectly fine, I just don't need it anymore. Can you help me with the return process? | Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for 1 year from delivery date","customer_id":"CUS-15500001","end_date":"2026-05-02T14:30:00Z","id":"WCT-02001111","order_id":"ORD-02001... | [{"parameters":{"customer_id":"CUS-15500001","email":null},"tool":"get_customer_profile"},{"parameters":{"$filter":"email eq 'sarah.mitchell@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"$filter":"requester_id eq '15500001'","$orderby":n... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST009_004 | retail_and_ecommerce | sandbox_external_retail | My Samsung front-load washing machine (order ORD-20220001) is making loud grinding noises and the drum isn't spinning properly. I bought it a while ago, but I want to return it for a refund. | Rules:
Do not invent or provide any data not present in the scenario.
Do not switch topics or change your intent.
Do not request actions that are not possible per the scenario after the agent has explained the policy.
Remain patient and clear, repeating information if requested.
You are Sarah Martinez, a TechHome Direc... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20220001","end_date":"2025-06-04T00:00:00Z","id":"WCT-20220001","order_id":"ORD-20220001","sku... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20220001"},"tool":"get_order"},{"parameters":{"sku":"APPL-6612"},"tool":"get_product_details"},{"parameters":{"order_id":"ORD-20220001"},"tool":"get_shipment_tracking"},{"parameters":{"br... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST009_005 | retail_and_ecommerce | sandbox_external_retail | "Hi, I'm following up on my existing ticket #20001 about my Canon EOS R6 Mark II camera. The autofocus has stopped working and the shutter button isn't working. I bought it in March 2025 and would like to return it for a refund. I know I'm a Plus member." | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Sarah Martinez, a TechHome Plus member who purchased a Canon EOS R6 Mark II DSLR Camera (order number ORD... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-03-20T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"CAM-7745","start_d... | [{"parameters":{"customer_id":"CUS-20000001","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_order"},{"parameters":{"$filter":"id eq '20001'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"tickets"},"tool":"zendesk_get_items"},{"parameters":{"order_id... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST010_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I ordered a Laptop (order ORD-10000010) about a week ago, but I've changed my mind and would like to return it for a refund. The tracking shows it's still in transit and should arrive in a couple of days. What is the return process? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------
You are Sarah Martinez. Your email is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). The ... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000010","end_date":"2026-09-23T00:00:00Z","id":"WCT-10000010","order_id":"ORD-10000010","sku":"COMP-8891","start_... | [{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requested to return Dell Inspiron 15 3000 Laptop (order ORD-10000010) while shipment is st... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST011_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm following up on my open support ticket about my Dell Inspiron 14 Laptop (order ORD-2-48291). The battery is defective and some keyboard keys are sticking. I bought it about 48 days ago and it's still under warranty. Can I exchange it for the same model? | Rules:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"sku":"COMP-7721"},"tool":"check_inventory"},{"parameters":{"customer_id":"CUS-10000025","is_defective":true,"line_item_id":"LIN-2-48291","order_id":"ORD-2-48291","refund_amount":0,"removal_fee":0,"restocking_fee":0,"return_reason":"defective","return_shipping_cost":0},"tool":"create_rma"},{"parameters"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST011_006 | retail_and_ecommerce | sandbox_external_retail | Hi, my email id is [michael.thompson@email.com](mailto:michael.thompson@email.com). My refrigerator with order ORD-20000001 that was delivered and installed about a month ago has a defective cooling system—it's not keeping food cold and everything is spoiling. I want to exchange it for the same model. Can you help me w... |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-08-26T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"$filter":"email eq 'michael.thompson@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"item":{"assignee_id":"2","description":"Customer reports refrigerator (SKU: APPL-9923, order ORD-20000001) delivered and installed 29 day... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST011_007 | retail_and_ecommerce | sandbox_external_retail | Hello, can you help me? My customer ID is CUS-20000001.
My Samsung front-load washing machine (order ORD-20000001) was delivered and installed about a month ago, but the drum doesn't spin and it makes loud grinding noises. I want to exchange it for the same model. I will consider my issue solved when the exchange order... | Rules:
- Do not invent or provide any data which is not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-08-19T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"customer_id":"CUS-20000001","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_order"},{"parameters":{"sku":"APPL-4456"},"tool":"check_inventory"},{"parameters":{"order_id":"ORD-20000001"},"tool":"get_shipment_tracking"},{"parameters":{"item":{"assignee_i... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST011_009 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm a VIP customer. I received my Bosch Compact Dishwasher (order ORD-10000025) two weeks ago, but the pump is leaking. Since I'm a VIP, can you please exchange this for the same model with expedited shipping before my installation next week?
| You are a VIP customer of TechHome Direct.
**Rules:**
- **Do not invent or provide any data not present in the provided context**. - **Do not change your goal or switch topics**. - **If asked for the same info, provide it again**. - **Remain focused, clear, and patient**. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000015","id":"JOB-10000025","order_id":"ORD-10000025","scheduled_date":"2025-10-05T10:00:00Z",... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports defective pump (leak) on Bosch Compact Dishwasher (SKU: APPL-8821, order ORD-10000025). Requests exchange with expedited shipping before scheduled installation.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"15","status... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST012_003 | retail_and_ecommerce | sandbox_external_retail | Hi, the camera I ordered from you recently was missing the USB charging cable when I opened the box. The camera itself seems fine though. Please refund me for the incomplete order. You gave my brother a 10% refund when his order was incomplete. | You are Victoria Chen, a TechHome Direct Customer. You contacted support to obtain compensation for a missing charging cable for the camera you ordered. You placed the order 11 days ago for a camera and received it 8 days ago. The camera itself works perfectly - takes photos, all functions operational, battery charges ... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-09-20T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"CAM-7763","start_d... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports their camera in order ORD-20000001 arrived missing the USB charging cable.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"20001","status":"open","subject":"Missing USB charging cable in camera order ORD-20000001","tags"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_001 | retail_and_ecommerce | sandbox_external_retail | Hi, my **14-inch laptop** has completely stopped working which I bought couple of months ago. It won’t power on at all. No lights. No response to the power button. I tried different outlets and different power cables. Nothing helped.
Can you help me get this fixed under warranty? | Rules:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Approximate purchase/delivery: ordered about 6... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-70130","end_date":"2026-03-30T00:00:00Z","id":"WCT-70130","order_id":"ORD-70130","sku":"COMP-5529","start_date":"20... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports laptop is completely non-functional: no lights, no response to power button; tried outlets and cables.","due_at":null,"organization_id":null,"priority":"normal","requester_id":"10013","status":"open","subject":"Request manufacturer warranty servi... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I bought a Canon DSLR camera from TechHome Direct about seven months ago and the autofocus has degraded much worse recently – it’s slow to lock, hunts back and forth, and sometimes never gets sharp even though the camera still takes pictures. I haven’t damaged it, so I’m worried something is failing inside; can you... | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are:
- name: Sarah Martinez
- email: [sarah.martinez@example.com]
- phone: +1-555-0198
your purchase:
- or... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-02-28T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"CAM-8817","start_d... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports autofocus on Canon EOS R5 DSLR Camera (order ORD-20000001, SKU CAM-8817) has significantly degraded: slow to focus, hunts back and forth, sometimes fails to lock focus. Delivered 212 days ago. VIP customer.","due_at":null,"organization_id":null,"... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_004 | retail_and_ecommerce | sandbox_external_retail | My refrigerator stopped working completely! It's not cooling at all and all my food is spoiling. I need this fixed immediately or I want a full refund right now! My order number is ORD-REF-001. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
Your order number is ORD-REF-001.
Your customer ID is CUS-REF-001.
Your email is [john.smith@example.com](mai... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances - 3 year manufacturer warranty","customer_id":"CUS-REF-001","end_date":"2027-06-03T00:00:00Z","id":"WCT-REF-001","... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports refrigerator completely non-functional: not cooling at all, no sounds from compressor, interior light not working. Food spoiling. Product under manufacturer warranty.","due_at":null,"organization_id":null,"priority":"normal","requester_id":"6","s... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_005 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm following up on my open ticket about my ProClean Built-In Dishwasher (order ORD-66778899). The heating component has failed. It's still under the extended warranty. What can be done to fix this? | **Rules**
- **Do not invent or provide any data not present in the provided context.**
- **Do not change your goal or switch topics.**
- **If asked for the same info, provide it again.**
- **Remain focused, clear, and patient.** | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Extended warranty covering defects in materials and workmanship for 6 years beyond manufacturer warranty","customer_id":"CUS-55667788","end_date":"2027-03-30T10:00:00Z","id":"APPL... | [{"parameters":{"contract_id":"APPL-4421-ORD-66778899-extended","customer_id":"CUS-55667788","warranty_issue_type":"component_failed"},"tool":"file_warranty_claim"},{"parameters":{"id":"TIC-77889900","item":{"assignee_id":null,"description":"Warranty claim filed for dishwasher heating element failure (component failed)... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_006 | retail_and_ecommerce | sandbox_external_retail | Hi, my customer ID is CUS-20000001. I'm having an issue with my Samsung Front-Load Washing Machine, order ID is ORD-20000001. The spin cycle isn't working properly anymore, clothes come out much wetter than before, the spin speed seems slower, and the cycles take longer. It still washes, but the performance has definit... | You are Victoria.
Rules:
- Do NOT invent or provide data not present in the context or database.
- Do NOT change your goal or switch topics.
- Remain focused, clear, and patient.
- If asked for the same info, provide it again. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances - 3 years from date of purchase","customer_id":"CUS-20000001","end_date":"2027-01-14T23:59:59Z","id":"WCT-20000001... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports Samsung Front-Load Washing Machine (SKU: APPL-3398, Order: ORD-20000001) is experiencing degraded spin cycle: clothes come out wetter, spin speed is slower, and cycles take longer. Issue is outside return window but within manufacturer warranty. ... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_007 | retail_and_ecommerce | sandbox_external_retail | My microwave Countertop Microwave 1.2 Cu that I bought about two years ago has completely stopped working—the display is dark, buttons don't respond, the turntable doesn't rotate, and it doesn't heat at all. Can I file a warranty claim for repair or replacement? | You are Michael Rodriguez, reveal only if asked (id "CUS-20000001", "email": "michael.rodriguez@email.com")
You purchased the microwave some time ago (with order id ORD-20000001, reveal only if asked) and you believe it has a valid extended warranty protection. You want to make a claim about this microwave as it comple... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Extended warranty covering defects in materials and workmanship for 3 years beyond manufacturer warranty","customer_id":"CUS-20000001","end_date":"2027-02-23T23:59:59Z","id":"WCT-... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports microwave (SKU: APPL-9921) is completely non-functional: display is dark, buttons unresponsive, turntable does not rotate, and does not heat. Purchased 3-year extended warranty. Warranty claim initiated.","due_at":null,"organization_id":null,"pri... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST013_008 | retail_and_ecommerce | sandbox_external_retail | Hi, I have an issue with my HEPA Air Purifier. The fan motor component has completely failed—the unit powers on and the display lights work, but the fan doesn't spin at all and there's no air circulation. What can be done under warranty? | You are Sarah Martinez, a TechHome Plus member, with email [sarah.martinez@email.com](mailto:sarah.martinez@email.com) Order number is ORD-20000001
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
R... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2026-01-29T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"HOME-5583","start_... | [{"parameters":{"contract_id":"WCT-20000001","customer_id":"CUS-20000001","warranty_issue_type":"component_failed"},"tool":"file_warranty_claim"},{"parameters":{"id":"20001","item":{"assignee_id":null,"description":"Customer reports defective air purifier fan motor failure (within manufacturer warranty). Warranty claim... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST014_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm contacting you because my tablet has completely stopped working. It won't power on; the screen stays blank, and there is no charging indicator light. | You are Sarah Martinez. Your email is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). You placed an order ORD-10000010 for a 12 inch-tablet on 13 July 2024 for $799.00 and purchased a 3 year protection plan. The tablet has not stopped functioning, it wont power on, screen stays blank and there is no charg... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"3-year protection plan covering defects in materials and workmanship, plus accidental damage including drops, spills, and electrical surges","customer_id":"CUS-10000010","end_date... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000010"},"tool":"get_order"},{"parameters":{"order_id":"ORD-10000010","sku":"TAB-9947"},"tool":"check_warranty_coverage"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'",... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST014_005 | retail_and_ecommerce | sandbox_external_retail | Hi, my name is Marcus Rodriguez, my customer ID is CUS-10000087. I’m following up on my open ticket about my PlayStation 5 gaming console (order ID ORD-10000087). The console still works, but its performance has degraded. The cooling system has gotten much worse — the fans are extremely loud, the console overheats duri... | You are Marcus.
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"3-year protection plan covering defects in materials and workmanship, plus accidental damage including drops, spills, and electrical surges","customer_id":"CUS-10000087","end_date... | [{"parameters":{"contract_id":"WCT-10000087","customer_id":"CUS-10000087","warranty_issue_type":"performance_degradation"},"tool":"file_warranty_claim"},{"parameters":{"id":"87","item":{"assignee_id":null,"description":"Customer followed up reporting further cooling system and performance degradation on PlayStation 5. ... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST015_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I need to change my installation appointment. It’s coming up soon, but I’ll be out of town that day. Could you help me move it to about eleven days from now, same time instead? This is urgent! | **Rules for Behavior:**
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
**Context:** You are Sarah Johnson, a **TechHome Plus member**. You placed order **ORD-10000025** fo... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000015","id":"JOB-10000025","order_id":"ORD-10000025","scheduled_date":"2025-10-05T10:00:00Z",... | [{"parameters":{"customer_id":"CUS-10000015","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000025"},"tool":"get_order"},{"parameters":{"job_id":"JOB-10000025","order_id":null},"tool":"get_installation_job"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to move... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST016_004 | retail_and_ecommerce | sandbox_external_retail | Hi, I’m Jordan Evans (jordan.evans@example.com). My TechHome Electric Dryer (order THD-4008899) installation is scheduled in 2 days at 42 Baker Street, London. I’ve been told severe weather will prevent visits. If it won’t go ahead, please reschedule me to 2025-10-12 at 09:00 and confirm any compensation.
# | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-00752001","id":"IJ-4008899","order_id":"THD-4008899","scheduled_date":"2025-10-03T09:00:00Z","se... | [{"parameters":{"$filter":"email eq 'jordan.evans@example.com'","$orderby":null,"$select":"id,name,email","$skip":0,"$top":1,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"$filter":"requester_id eq '92001' and (status eq 'open' or status eq 'pending' or status eq 'hold')","$orderby":"created_at desc","$se... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST016_006 | retail_and_ecommerce | sandbox_external_retail | Hi, my email id is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). I have called to confirm my installation appointment for my Samsung front-load washing machine with order id ORD-20000001 that's scheduled for October 5th. This morning I got a call from support regarding a potential reschedule of installat... |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-09-17T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"item":{"assignee_id":"2","description":"Installation for Samsung WF45R6100AW washing machine (order ORD-20000001) scheduled for October 5th... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST017_001 | retail_and_ecommerce | sandbox_external_retail | Hi, my email id is [michael.rodriguez@email.com](mailto:michael.rodriguez@email.com).I had a built-in dishwasher (order ORD-10000025) installed about two months ago, and now water is leaking from underneath during wash cycles. I think the installer didn't secure the water supply line properly. Can you schedule a techni... |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-08-02T14:30:00Z","customer_id":"CUS-10000015","id":"JOB-10000025","order_id":"ORD-10000025","scheduled_date":"2025... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer reports water leaking from under built-in dishwasher during wash cycles. Believes installer did not secure water supply line properly. Installation completed 60 days ago, within workmanship warranty. Scheduling corrective service.","due_at":null,"organiz... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST017_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I’m following up on the washer installation issue that I reported yesterday. During the drain cycle, water backs up and spills on the floor. I think the drain hose wasn’t connected properly.
Please book an appointment for some technicians to visit and fix the issue. Thanks | Background about yourself:
- Name: Jane Doe
- Membership: TechHome Plus
Situation
- You reported this yesterday and are following up.
- During drain cycles, water backs up and spills on the floor.
- You believe the drain hose was connected improperly during installation.
- Installation was 42 days ago (within workma... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10001","end_date":"2028-08-13T23:59:59Z","id":"WARR-5521-ORD-49302","order_id":"ORD-49302","sk... | [{"parameters":{"job_id":"JOB-88001","new_scheduled_date":"2025-10-05T09:00:00.000Z","reschedule_reason":"workmanship_issue"},"tool":"reschedule_installation"},{"parameters":{"id":"70021","item":{"assignee_id":null,"description":null,"due_at":null,"organization_id":null,"priority":"high","requester_id":null,"status":"h... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST017_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I had a French Door Refrigerator (order ORD-10000015) delivered and installed about a month ago. Right after the installation was completed, I noticed there were deep scratches on the side panel and a dent on the door, which I believe were caused by the technician during installation. Can you help me get this fixed... | Rules:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for the same info, provide it again.
- Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":"2025-09-02T15:30:00Z","customer_id":"CUS-10000015","id":"JOB-10000015","order_id":"ORD-10000015","scheduled_date":"2025... | [{"parameters":{"customer_id":null,"email":"michael.thompson@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'michael.thompson@email.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST017_005 | retail_and_ecommerce | sandbox_external_retail | I'm following up on my open ticket about the dishwasher I ordered (order ID: ORD-20000001). Water is leaking from under the dishwasher during wash cycles, and it looks like the leak is coming from the connection point. The installation was completed about 121 days ago, but I just noticed this issue. Can you help me get... |
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-20000001","end_date":"2028-05-25T10:15:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku":"APPL-6638","start_... | [{"parameters":{"job_id":"JOB-20000001","order_id":null},"tool":"get_installation_job"},{"parameters":{"contract_id":"WCT-20000001","customer_id":"CUS-20000001","warranty_issue_type":"component_failed"},"tool":"file_warranty_claim"},{"parameters":{"id":"10","item":{"assignee_id":null,"description":"Customer reported wa... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST018_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I'm following up on my open ticket #87 about the installation for my Samsung Front-Load Washing Machine (order ORD-10000015). I was considering cancelling the installation scheduled for October 4th to save money. Can you tell me exactly how much I would get back if I cancel just the installation? | **Context:** You are Sarah Martinez (`customer_id: CUS-`10000015), a TechHome Plus member. You placed order **ORD-**10000015 for a Samsung Front-Load Washing Machine. It was delivered 12 days ago. You have an installation appointment scheduled for **October 4th**. You previously opened a ticket (**#87**) asking about t... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000015","id":"JOB-10000015","order_id":"ORD-10000015","scheduled_date":"2025-10-04T14:00:00Z",... | [{"parameters":{"id":"87","item":{"assignee_id":null,"description":null,"due_at":null,"organization_id":null,"priority":"high","requester_id":null,"status":"solved","subject":null,"tags":null,"type":null},"table":"tickets"},"tool":"zendesk_update_item"}] | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST018_003 | retail_and_ecommerce | sandbox_external_retail | Hi, my customer ID is CUS-20000001, I want to cancel the installation service for my Samsung French Door Refrigerator (order ID ORD-20000001) scheduled for October 8th. I hired my own contractor and don't need the installation anymore. I am aware that I will be refunded USD 129 installation cost and will need to pay US... | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------ | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-20000001","end_date":"2028-09-25T00:00:00Z","id":"WCT-20000001","order_id":"ORD-20000001","sku... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requested cancellation of installation service for Samsung French Door Refrigerator. Refunded $129.00 installation cost and charged $55.00 shipping as per policy.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"6","status":"open... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST018_005 | retail_and_ecommerce | sandbox_external_retail | Hi, the technician is here installing my Bosch 800 Series Built-In Dishwasher, but I've changed my mind and want to cancel the installation. Can you stop the installation and refund the service cost? | You are Sarah Martinez, a Plus member of TechHome Direct with email address [sarah.martinez@email.com](mailto:sarah.martinez@email.com)
Your intent is to request cancellation of a installation that is in progress and request a refund of the installation cost for the order, the order number is ORD-10000010. If the Agent... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10000010","end_date":"2028-09-30T00:00:00Z","id":"WCT-10000010","order_id":"ORD-10000010","sku... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000010"},"tool":"get_order"},{"parameters":{"job_id":null,"order_id":"ORD-10000010"},"tool":"get_installation_job"},{"parameters":{"$filter":"email eq 'sarah.martinez@email.com'","$orde... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST025_001 | retail_and_ecommerce | sandbox_external_retail | Hi, I’d like to cancel my order ORD-90077 for the TechPro 14-inch Laptop. I changed my mind and don’t want to complete the purchase. | —------
Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
—------ | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":"CUS-10204587","email":null},"tool":"get_customer_profile"},{"parameters":{"$filter":"email eq 'jamie.reed@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"$filter":"requester_id eq '6'","$orderby":null,"$sel... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST025_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I’d like to cancel my order ORD-10000015 for the Samsung Galaxy Tab A9+ 11-inch Tablet. I placed it about 6 hours ago, but I found the same product for a lower price elsewhere. My email is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). I am following up on a previously created ticket. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@email.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"$filter":"requester_id eq '15' and status eq 'open'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"tickets"},"tool":"zend... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST025_003 | retail_and_ecommerce | sandbox_external_retail | The customer wants to cancel an order that is currently in processing status. They accidentally ordered the wrong camera model and now want the order cancelled. | Your name is John Doe and your email is [john.doe@email.com](mailto:john.doe@email.com).
**General rules**
- Do not invent or provide any data that is not present in the provided context.
- Do not change your goal or switch topics.
- If the agent asks again for the same information, provide it again.
- Remain focused... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for electronics","customer_id":"CUS-90000001","end_date":"2026-10-01T09:00:00Z","id":"WCT-90000001","order_id":"ORD-90000001","sku":"CA... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer wants to cancel order ORD-90000001 because they ordered the wrong camera model.","due_at":null,"organization_id":null,"priority":"urgent","requester_id":"9001","status":"open","subject":"Order cancellation request","tags":null,"type":"incident"},"table":... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST025_004 | retail_and_ecommerce | sandbox_external_retail | I would like to cancel my order ORD-10000020 for the Bosch 24-inch Built-In Dishwasher, including the installation service. I placed the order about 10 hours ago, but I've decided to buy from a local store instead. Can you help me cancel everything? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000010","id":"JOB-10000020","order_id":"ORD-10000020","scheduled_date":"2025-10-08T10:00:00Z",... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requested cancellation of order ORD-10000020 (Bosch 24-inch Built-In Dishwasher) and associated installation JOB-10000020. Order was in pending_payment status, no payment captured, no refund required. Both order and installation have been canceled.","due... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST025_006 | retail_and_ecommerce | sandbox_external_retail | Hi, I need to cancel my order ORD-10000005 for the Samsung Front-Load Washing Machine. My renovation project is postponed, so I won't need the appliance or the installation service right now. Can you help me cancel the entire order? This is my email: [victoria.harrison@example.com](mailto:victoria.harrison@example.com)... | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[{"completion_date":null,"customer_id":"CUS-10000005","id":"JOB-10000005","order_id":"ORD-10000005","scheduled_date":"2025-10-08T10:00:00Z",... | [{"parameters":{"customer_id":null,"email":"victoria.harrison@example.com"},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000005"},"tool":"get_order"},{"parameters":{"$filter":"email eq 'victoria.harrison@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"ze... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST026_002 | retail_and_ecommerce | sandbox_external_retail | Hi, my email id is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). I want to cancel my order for the Bosch 800 Series Built-In Dishwasher. It was delivered a few days ago, but I don't want it installed anymore. Can you please cancel the entire order and refund me? | —------
Rules:
Do not invent or fabricate data.
Do not change your goal or switch topics.
If the agent asks for the Order ID, say that you don't remember it and ask the agent for the steps to find the Order ID. Share the correct Order ID ORD-10000015 following the agent's instructions.
Be vague about the exact ord... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship for major appliances","customer_id":"CUS-10000015","end_date":"2028-09-22T00:00:00Z","id":"WCT-10000015","order_id":"ORD-10000015","sku... | [{"parameters":{"customer_id":"CUS-10000015","is_defective":false,"line_item_id":"LIN-10000015","order_id":"ORD-10000015","refund_amount":849,"removal_fee":0,"restocking_fee":0,"return_reason":"changed_mind","return_shipping_cost":0},"tool":"create_rma"},{"parameters":{"cancellation_reason":"customer_cancelled_order","... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST026_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I want to cancel my order ORD-10000087. I bought a 10-inch tablet, but I haven’t opened it and I don’t need it anymore. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
Order ID is **"ORD-10000087"** . If the agent asks you to confirm the order number or the product details, repeat the... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000087","end_date":"2026-09-16T00:00:00Z","id":"WCT-10000087","order_id":"ORD-10000087","sku":"TAB-6681","start_d... | [{"parameters":{"customer_id":"CUS-10000087","email":null},"tool":"get_customer_profile"},{"parameters":{"order_id":"ORD-10000087"},"tool":"get_order"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests cancellation but delivered. Initiating return.","due_at":null,"organization_id":null,"priority... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST028_003 | retail_and_ecommerce | sandbox_external_retail | I need to change the shipping address for my order ORD-10000015 (the 11-inch Premium Tablet) because I will be traveling when it's delivered. Can you update the address or cancel the order so it doesn't get delivered to 890 Cedar Lane, Miami? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
You are Michael Rodriguez, a VIP customer of TechHome Direct. You need help with an order that is on its way.
You ord... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[{"coverage_details":"Covers defects in materials and workmanship","customer_id":"CUS-10000015","end_date":"2026-09-28T00:00:00Z","id":"WCT-10000015","order_id":"ORD-10000015","sku":"TAB-5518","start_d... | [{"parameters":{"order_id":"ORD-10000015"},"tool":"get_order"},{"parameters":{"order_id":"ORD-10000015"},"tool":"get_shipment_tracking"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests to change shipping address or cancel order ORD-10000015 (11-inch Premium Tablet) due to travel. Order is alre... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST029_001 | retail_and_ecommerce | sandbox_external_retail | I just ordered a 14-inch laptop a few hours ago and found a 15% off code (SAVE15). Can you apply it, or else cancel my order so I can reorder with the discount? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Identity: Name Morgan Lee, email [morgan.lee@example.com... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"item":{"assignee_id":"2","description":null,"due_at":null,"organization_id":null,"priority":"normal","requester_id":"10005","status":"open","subject":"Order cancellation request","tags":null,"type":"incident"},"table":"tickets"},"tool":"zendesk_create_item"},{"parameters":{"cancellation_reason":"custom... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST029_002 | retail_and_ecommerce | sandbox_external_retail | I opened a ticket about shipping a little bit ago. I just got a TECH20 code. Can you apply 20% to my tablet order from about two hours ago? If not, let me know. | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Identity: Name Jordan Kim, email [jordan.kim@example.com... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[{"available_qua... | [{"parameters":{"id":"12","item":{"assignee_id":null,"description":null,"due_at":null,"organization_id":null,"priority":"high","requester_id":null,"status":"solved","subject":null,"tags":null,"type":null},"table":"tickets"},"tool":"zendesk_update_item"}] | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST030_001 | retail_and_ecommerce | sandbox_external_retail | I'd like to sign up for TechHome Plus for the free shipping and reward points. Can you upgrade my account? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
If asked for additional information, you may provide:
- Identity: Name Taylor Brooks, email [taylor.brooks@examp... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer requests upgrade to Plus membership for benefits like free shipping and reward points.","due_at":null,"organization_id":null,"priority":"normal","requester_id":"10004","status":"open","subject":"Upgrade to TechHome Plus membership","tags":null,"type":"in... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST030_002 | retail_and_ecommerce | sandbox_external_retail | Hi, I regret cancelling my TechHome Plus membership. Can you help me reactivate or upgrade back to Plus? | You are a customer named Jamie Reed contacting TechHome Direct support.
You want to reactivate your TechHome Plus membership, which you previously cancelled.
You don't remember your email address, phone number, customer ID, or order numbers. If asked for your name, you can provide it: Jamie Reed.
Rules:
Do not inven... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"action":"upgrade","customer_id":"CUS-10204587","membership_type":"plus"},"tool":"update_membership_status"},{"parameters":{"id":"101","item":{"assignee_id":null,"description":"Customer requested reactivation of TechHome Plus membership. Membership upgrade processed and $79 annual fee will be charged. B... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST030_003 | retail_and_ecommerce | sandbox_external_retail | Hi, I already have a TechHome Plus membership, but I want to upgrade to a higher tier like VIP or Premium. Is there a way to upgrade my membership beyond Plus? My email is [sarah.martinez@email.com](mailto:sarah.martinez@email.com). | You are Sarah Martinez. Your brother told you about a special membership type for TechHome that gives better benefits than you get. You are contacting support to upgrade your account to this better version. You believe it is called 'VIP' or 'Premium'. Get increasingly more insistent if the agent tries to deny your req... | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"item":{"assignee_id":"2","description":"Customer asked if she can upgrade her TechHome Plus membership to a higher tier such as VIP or Premium. Informed that Plus is the highest available tier and VIP is not purchasable.","due_at":null,"organization_id":null,"priority":"high","requester_id":"15","statu... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST031_001 | retail_and_ecommerce | sandbox_external_retail | Hello, my name is Sarah Martinez, and I'm a TechHome Plus member. I want to cancel my membership because I don't shop enough lately to justify the annual fee. Can you please process the cancellation for me? | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient.
| {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"customer_id":"CUS-10000010","email":"sarah.martinez@example.com"},"tool":"get_customer_profile"},{"parameters":{"item":{"assignee_id":"2","description":"Customer requests cancellation of TechHome Plus membership due to low shopping activity. Email: sarah.martinez@example.com","due_at":null,"organizatio... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
sandbox_external_retail_group1.py:test_case_ST031_002 | retail_and_ecommerce | sandbox_external_retail | I have an urgent meeting to attend soon, but I want to quickly cancel my TechHome Plus membership. My email is [sarah.martinez@example.com](mailto:sarah.martinez@example.com) | Rules:
Do not invent or provide any data not present in the provided context.
Do not change your goal or switch topics.
If asked for the same info, provide it again.
Remain focused, clear, and patient. | {"external_retail_toolset_extend_models_warranty_claims":[],"external_retail_toolset_extend_models_warranty_contracts":[],"external_retail_toolset_jobber_models_installation_jobs":[],"external_retail_toolset_loop_returns_models_rma_records":[],"external_retail_toolset_netsuite_models_inventory_records":[],"external_ret... | [{"parameters":{"customer_id":null,"email":"sarah.martinez@example.com"},"tool":"get_customer_profile"},{"parameters":{"$filter":"email eq 'sarah.martinez@example.com'","$orderby":null,"$select":null,"$skip":null,"$top":null,"table":"users"},"tool":"zendesk_get_items"},{"parameters":{"$filter":"requester_id eq '10' and... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/sandbox_external_retail/sandbox_external_retail_group1.py | thinkingbox-bench-v1.0 |
external_booking_v1_group1.py:test_bmd_001 | travel_and_hospitality | external_booking_v1 | Hi, I need to change my check-in date for booking BKG-10433218. I'm Marcus Wellington, email marcus.wellington@protonmail.com. I was supposed to check in today October 1st, but something came up and I need to push it back to October 2nd instead. Is that possible?
| You are Marcus Wellington, a customer contacting support to change your hotel booking check-in date from October 1st (today) to October 2nd. Your booking reference is BKG-10433218.
RULES:
- Do not invent or provide any data not present in the provided context.
- Do not change your goal or switch topics.
- If asked for... | {"booking_api_bookings":[{"adults_count":2,"board_type":"with_breakfast","booking_reference":"BKG-10433218","booking_status":"confirmed","booking_value":"450.00","check_in_date":"2025-10-01T15:00:00Z","check_out_date":"2025-10-02T11:00:00Z","children_count":0,"corporate_account_id":null,"created_at":"2025-09-15T10:00:0... | [{"parameters":{"booking_reference":"BKG-10433218"},"tool":"booking_api_get_booking"},{"parameters":{"customer_id":"CUS-10433218"},"tool":"crm_api_get_customer_profile"},{"parameters":{"hotel_id":"HTL-10433218"},"tool":"hotel_partner_api_get_hotel_info"},{"parameters":{"adults_count":2,"board_type":"with_breakfast","ch... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/external_booking_v1/external_booking_v1_group1.py | thinkingbox-bench-v1.0 |
external_booking_v1_group1.py:test_bmd_010 | travel_and_hospitality | external_booking_v1 | Hi there, I need to extend my hotel stay.
| You are Victoria Chen, a customer contacting support to extend your hotel stay.
Only if you are asked about your name — tell the agent you are Victoria Chen.
Only if you are asked about your email address — tell the agent it is victoria.chen@datalogic.net.
Only if you are asked about your booking reference or confirma... | {"booking_api_bookings":[{"adults_count":3,"board_type":"half_board","booking_reference":"BKG-73872148","booking_status":"confirmed","booking_value":"680.00","check_in_date":"2025-10-04T14:00:00Z","check_out_date":"2025-10-06T11:00:00Z","children_count":1,"corporate_account_id":null,"created_at":"2025-09-15T10:00:00Z",... | [{"parameters":{"booking_reference":"BKG-73872148"},"tool":"booking_api_get_booking"},{"parameters":{"customer_id":"CUS-00000006"},"tool":"crm_api_get_customer_profile"},{"parameters":{"hotel_id":"HTL-00012350"},"tool":"hotel_partner_api_get_hotel_info"},{"parameters":{"filter":"booking_reference eq 'BKG-73872148'","ta... | [] | https://github.com/microsoft/thinkingbox-data/blob/thinkingbox-bench-v1.0/dataset/test_case/external_booking_v1/external_booking_v1_group1.py | thinkingbox-bench-v1.0 |
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