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[retail][task_4][sample_1]
|
[
{
"content": "You are a helpful customer service agent. Use the available tools to assist the customer.\n\n# Retail agent policy\n\nAs a retail agent, you can help users cancel or modify pending orders, return or exchange delivered orders, modify their default user address, or provide information about their own profile, orders, and related products.\n\n- At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id.\n\n- Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id.\n\n- You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user.\n\n- Before taking consequential actions that update the database (cancel, modify, return, exchange), you have to list the action detail and obtain explicit user confirmation (yes) to proceed.\n\n- You should not make up any information or knowledge or procedures not provided from the user or the tools, or give subjective recommendations or comments.\n\n- You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. If you respond to the user, you should not make a tool call.\n\n- You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions.\n\n## Domain basic\n\n- All times in the database are EST and 24 hour based. For example \"02:30:00\" means 2:30 AM EST.\n\n- Each user has a profile of its email, default address, user id, and payment methods. Each payment method is either a gift card, a paypal account, or a credit card.\n\n- Our retail store has 50 types of products. For each type of product, there are variant items of different options. For example, for a 't shirt' product, there could be an item with option 'color blue size M', and another item with option 'color red size L'.\n\n- Each product has an unique product id, and each item has an unique item id. They have no relations and should not be confused.\n\n- Each order can be in status 'pending', 'processed', 'delivered', or 'cancelled'. Generally, you can only take action on pending or delivered orders.\n\n- Exchange or modify order tools can only be called once. Be sure that all items to be changed are collected into a list before making the tool call!!!\n\n## Cancel pending order\n\n- An order can only be cancelled if its status is 'pending', and you should check its status before taking the action.\n\n- The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation.\n\n- After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days.\n\n## Modify pending order\n\n- An order can only be modified if its status is 'pending', and you should check its status before taking the action.\n\n- For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else.\n\n### Modify payment\n\n- The user can only choose a single payment method different from the original payment method.\n\n- If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount.\n\n- After user confirmation, the order status will be kept 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise in 5 to 7 business days.\n\n### Modify items\n\n- This action can only be called once, and will change the order status to 'pending (items modifed)', and the agent will not be able to modify or cancel the order anymore. So confirm all the details are right and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all items to be modified.\n\n- For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.\n\n- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.\n\n## Return delivered order\n\n- An order can only be returned if its status is 'delivered', and you should check its status before taking the action.\n\n- The user needs to confirm the order id, the list of items to be returned, and a payment method to receive the refund.\n\n- The refund must either go to the original payment method, or an existing gift card.\n\n- After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items.\n\n## Exchange delivered order\n\n- An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged.\n\n- For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.\n\n- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.\n\n- After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.\n\n\nAvailable tools:\n[{'type': 'function', 'function': {'name': 'calculate', 'description': 'Calculate the result of a mathematical expression.', 'parameters': {'type': 'object', 'properties': {'expression': {'type': 'string', 'description': \"The mathematical expression to calculate, such as '2 + 2'. The expression can contain numbers, operators (+, -, *, /), parentheses, and spaces.\"}}, 'required': ['expression']}}}, {'type': 'function', 'function': {'name': 'cancel_pending_order', 'description': \"Cancel a pending order. If the order is already processed or delivered, it cannot be cancelled. The agent needs to explain the cancellation detail and ask for explicit user confirmation (yes/no) to proceed. If the user confirms, the order status will be changed to 'cancelled' and the payment will be refunded. The refund will be added to the user's gift card balance immediately if the payment was made using a gift card, otherwise the refund would take 5-7 business days to process. The function returns the order details after the cancellation.\", 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'reason': {'type': 'string', 'enum': ['no longer needed', 'ordered by mistake'], 'description': \"The reason for cancellation, which should be either 'no longer needed' or 'ordered by mistake'.\"}}, 'required': ['order_id', 'reason']}}}, {'type': 'function', 'function': {'name': 'exchange_delivered_order_items', 'description': 'Exchange items in a delivered order to new items of the same product type. For a delivered order, return or exchange can be only done once by the agent. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be exchanged, each such as '1008292230'. There could be duplicate items in the list.\"}, 'new_item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be exchanged for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'new_item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'find_user_id_by_email', 'description': 'Find user id by email. If the user is not found, the function will return an error message.', 'parameters': {'type': 'object', 'properties': {'email': {'type': 'string', 'description': \"The email of the user, such as '[email protected]'.\"}}, 'required': ['email']}}}, {'type': 'function', 'function': {'name': 'find_user_id_by_name_zip', 'description': 'Find user id by first name, last name, and zip code. If the user is not found, the function will return an error message. By default, find user id by email, and only call this function if the user is not found by email or cannot remember email.', 'parameters': {'type': 'object', 'properties': {'first_name': {'type': 'string', 'description': \"The first name of the customer, such as 'John'.\"}, 'last_name': {'type': 'string', 'description': \"The last name of the customer, such as 'Doe'.\"}, 'zip': {'type': 'string', 'description': \"The zip code of the customer, such as '12345'.\"}}, 'required': ['first_name', 'last_name', 'zip']}}}, {'type': 'function', 'function': {'name': 'get_order_details', 'description': 'Get the status and details of an order.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}}, 'required': ['order_id']}}}, {'type': 'function', 'function': {'name': 'get_product_details', 'description': 'Get the inventory details of a product.', 'parameters': {'type': 'object', 'properties': {'product_id': {'type': 'string', 'description': \"The product id, such as '6086499569'. Be careful the product id is different from the item id.\"}}, 'required': ['product_id']}}}, {'type': 'function', 'function': {'name': 'get_user_details', 'description': 'Get the details of a user, including their orders.', 'parameters': {'type': 'object', 'properties': {'user_id': {'type': 'string', 'description': \"The user id, such as 'sara_doe_496'.\"}}, 'required': ['user_id']}}}, {'type': 'function', 'function': {'name': 'list_all_product_types', 'description': 'List the name and product id of all product types. Each product type has a variety of different items with unique item ids and options. There are only 50 product types in the store.', 'parameters': {'type': 'object', 'properties': {}, 'required': []}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_address', 'description': 'Modify the shipping address of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'address1': {'type': 'string', 'description': \"The first line of the address, such as '123 Main St'.\"}, 'address2': {'type': 'string', 'description': \"The second line of the address, such as 'Apt 1' or ''.\"}, 'city': {'type': 'string', 'description': \"The city, such as 'San Francisco'.\"}, 'state': {'type': 'string', 'description': \"The state, such as 'CA'.\"}, 'country': {'type': 'string', 'description': \"The country, such as 'USA'.\"}, 'zip': {'type': 'string', 'description': \"The zip code, such as '12345'.\"}}, 'required': ['order_id', 'address1', 'address2', 'city', 'state', 'country', 'zip']}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_items', 'description': 'Modify items in a pending order to new items of the same product type. For a pending order, this function can only be called once. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be modified, each such as '1008292230'. There could be duplicate items in the list.\"}, 'new_item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be modified for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'new_item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_payment', 'description': 'Modify the payment method of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'modify_user_address', 'description': 'Modify the default address of a user. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'user_id': {'type': 'string', 'description': \"The user id, such as 'sara_doe_496'.\"}, 'address1': {'type': 'string', 'description': \"The first line of the address, such as '123 Main St'.\"}, 'address2': {'type': 'string', 'description': \"The second line of the address, such as 'Apt 1' or ''.\"}, 'city': {'type': 'string', 'description': \"The city, such as 'San Francisco'.\"}, 'state': {'type': 'string', 'description': \"The state, such as 'CA'.\"}, 'country': {'type': 'string', 'description': \"The country, such as 'USA'.\"}, 'zip': {'type': 'string', 'description': \"The zip code, such as '12345'.\"}}, 'required': ['user_id', 'address1', 'address2', 'city', 'state', 'country', 'zip']}}}, {'type': 'function', 'function': {'name': 'return_delivered_order_items', 'description': \"Return some items of a delivered order. The order status will be changed to 'return requested'. The agent needs to explain the return detail and ask for explicit user confirmation (yes/no) to proceed. The user will receive follow-up email for how and where to return the item.\", 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be returned, each such as '1008292230'. There could be duplicate items in the list.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'think', 'description': 'Use the tool to think about something. It will not obtain new information or change the database, but just append the thought to the log. Use it when complex reasoning or some cache memory is needed.', 'parameters': {'type': 'object', 'properties': {'thought': {'type': 'string', 'description': 'A thought to think about.'}}, 'required': ['thought']}}}, {'type': 'function', 'function': {'name': 'transfer_to_human_agents', 'description': \"Transfer the user to a human agent, with a summary of the user's issue. Only transfer if the user explicitly asks for a human agent, or if the user's issue cannot be resolved by the agent with the available tools.\", 'parameters': {'type': 'object', 'properties': {'summary': {'type': 'string', 'description': \"A summary of the user's issue.\"}}, 'required': ['summary']}}}]\n\n## Response Format\n\nFor EVERY turn, follow this exact structure:\n\n1. First, reason in <thinking>...</thinking> tags:\n - STATE: What information do you currently have?\n - GOAL: What do you need to accomplish next?\n - BLOCKED: Is anything preventing this? What prerequisite is missing?\n - PLAN: What action will you take and why?\n\n2. Then, emit exactly ONE tool call in <tool_call>...</tool_call> tags:\n - The tool_call must contain ONLY valid JSON, nothing else\n - Format: {\"name\": \"tool_name\", \"arguments\": {\"arg1\": \"value1\"}}\n\nExample turn:\n<thinking>\nSTATE: User wants to check order status. I don't have their user_id yet.\nGOAL: Authenticate the user to access their orders.\nBLOCKED: Cannot query orders without user_id.\nPLAN: Ask user for email to look up their account.\n</thinking>\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I'd be happy to help you check your order status. Could you please provide your email address so I can look up your account?\"}}\n</tool_call>\n\nCRITICAL: Never put <thinking> inside <tool_call>. The tool_call must contain ONLY the JSON object.",
"role": "system"
},
{
"content": "('observation', 'Hello, I need to cancel an order.')",
"role": "user"
},
{
"content": "\n\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I'd be happy to help you cancel an order. First, I need to authenticate your account. Could you please provide your email address so I can look up your user ID?\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "It's [email protected].",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"find_user_id_by_email\", \"arguments\": {\"email\": \"[email protected]\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: find_user_id_by_email]\nethan_smith_7905",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"get_user_details\", \"arguments\": {\"user_id\": \"ethan_smith_7905\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: get_user_details]\n{\"name\": {\"first_name\": \"Ethan\", \"last_name\": \"Smith\"}, \"address\": {\"address1\": \"218 Main Street\", \"address2\": \"Suite 792\", \"city\": \"Phoenix\", \"country\": \"USA\", \"state\": \"AZ\", \"zip\": \"85001\"}, \"email\": \"[email protected]\", \"payment_methods\": {\"credit_card_3185406\": {\"source\": \"credit_card\", \"brand\": \"visa\", \"last_four\": \"6696\", \"id\": \"credit_card_3185406\"}}, \"orders\": [\"#W1138897\"]}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"get_order_details\", \"arguments\": {\"order_id\": \"#W1138897\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: get_order_details]\n{\"order_id\": \"#W1138897\", \"user_id\": \"ethan_smith_7905\", \"address\": {\"address1\": \"218 Main Street\", \"address2\": \"Suite 792\", \"city\": \"Phoenix\", \"country\": \"USA\", \"state\": \"AZ\", \"zip\": \"85001\"}, \"items\": [{\"name\": \"Tea Kettle\", \"product_id\": \"9832717871\", \"item_id\": \"2820119811\", \"price\": 94.68, \"options\": {\"material\": \"glass\", \"capacity\": \"2 liters\", \"stovetop compatibility\": \"electric\"}}, {\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"3557711149\", \"price\": 205.35, \"options\": {\"color\": \"green\", \"size\": \"small\", \"material\": \"polyester\", \"compartment\": \"laptop\"}}], \"fulfillments\": [], \"status\": \"pending\", \"payment_history\": [{\"transaction_type\": \"payment\", \"amount\": 300.03, \"payment_method_id\": \"credit_card_3185406\"}]}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I found your account and your pending order #W1138897. The order contains:\\n1. Tea Kettle (glass, 2 liters, electric stovetop compatibility) - $94.68\\n2. Backpack (green, small, polyester, laptop compartment) - $205.35\\nTotal: $300.03\\n\\nTo cancel this order, I need:\\n1. Confirmation that you want to cancel order #W1138897.\\n2. The reason for cancellation: either \\\"no longer needed\\\" or \\\"ordered by mistake\\\".\\n\\nIf you confirm, the order will be cancelled and the $300.03 will be refunded to your original payment method (Visa ending in 6696). Since this is a credit card, the refund will take 5-7 business days to process.\\n\\nPlease confirm the order ID and provide the reason for cancellation.\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "Yes, please cancel order #W1138897. It's no longer needed.",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"cancel_pending_order\", \"arguments\": {\"order_id\": \"#W1138897\", \"reason\": \"no longer needed\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: cancel_pending_order]\n{\"order_id\": \"#W1138897\", \"user_id\": \"ethan_smith_7905\", \"address\": {\"address1\": \"218 Main Street\", \"address2\": \"Suite 792\", \"city\": \"Phoenix\", \"country\": \"USA\", \"state\": \"AZ\", \"zip\": \"85001\"}, \"items\": [{\"name\": \"Tea Kettle\", \"product_id\": \"9832717871\", \"item_id\": \"2820119811\", \"price\": 94.68, \"options\": {\"material\": \"glass\", \"capacity\": \"2 liters\", \"stovetop compatibility\": \"electric\"}}, {\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"3557711149\", \"price\": 205.35, \"options\": {\"color\": \"green\", \"size\": \"small\", \"material\": \"polyester\", \"compartment\": \"laptop\"}}], \"fulfillments\": [], \"status\": \"cancelled\", \"payment_history\": [{\"transaction_type\": \"payment\", \"amount\": 300.03, \"payment_method_id\": \"credit_card_3185406\"}, {\"transaction_type\": \"refund\", \"amount\": 300.03, \"payment_method_id\": \"credit_card_3185406\"}], \"cancel_reason\": \"no longer needed\"}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I've successfully cancelled your order #W1138897. The order status is now 'cancelled' and a refund of $300.03 has been issued to your Visa ending in 6696. Since this was paid with a credit card, the refund will take 5-7 business days to appear on your statement.\\n\\nIs there anything else I can help you with today?\"}}\n</tool_call>",
"role": "assistant"
}
] |
{
"clean_format": true,
"domain": "retail",
"num_turns": 7,
"partial_score": 1,
"reward": 1,
"success": true,
"tool_sequence": [
"respond",
"find_user_id_by_email",
"get_user_details",
"get_order_details",
"respond",
"cancel_pending_order",
"respond"
]
}
|
|
[retail][task_28][sample_0]
|
[
{
"content": "You are a helpful customer service agent. Use the available tools to assist the customer.\n\n# Retail agent policy\n\nAs a retail agent, you can help users cancel or modify pending orders, return or exchange delivered orders, modify their default user address, or provide information about their own profile, orders, and related products.\n\n- At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id.\n\n- Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id.\n\n- You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user.\n\n- Before taking consequential actions that update the database (cancel, modify, return, exchange), you have to list the action detail and obtain explicit user confirmation (yes) to proceed.\n\n- You should not make up any information or knowledge or procedures not provided from the user or the tools, or give subjective recommendations or comments.\n\n- You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. If you respond to the user, you should not make a tool call.\n\n- You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions.\n\n## Domain basic\n\n- All times in the database are EST and 24 hour based. For example \"02:30:00\" means 2:30 AM EST.\n\n- Each user has a profile of its email, default address, user id, and payment methods. Each payment method is either a gift card, a paypal account, or a credit card.\n\n- Our retail store has 50 types of products. For each type of product, there are variant items of different options. For example, for a 't shirt' product, there could be an item with option 'color blue size M', and another item with option 'color red size L'.\n\n- Each product has an unique product id, and each item has an unique item id. They have no relations and should not be confused.\n\n- Each order can be in status 'pending', 'processed', 'delivered', or 'cancelled'. Generally, you can only take action on pending or delivered orders.\n\n- Exchange or modify order tools can only be called once. Be sure that all items to be changed are collected into a list before making the tool call!!!\n\n## Cancel pending order\n\n- An order can only be cancelled if its status is 'pending', and you should check its status before taking the action.\n\n- The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation.\n\n- After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days.\n\n## Modify pending order\n\n- An order can only be modified if its status is 'pending', and you should check its status before taking the action.\n\n- For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else.\n\n### Modify payment\n\n- The user can only choose a single payment method different from the original payment method.\n\n- If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount.\n\n- After user confirmation, the order status will be kept 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise in 5 to 7 business days.\n\n### Modify items\n\n- This action can only be called once, and will change the order status to 'pending (items modifed)', and the agent will not be able to modify or cancel the order anymore. So confirm all the details are right and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all items to be modified.\n\n- For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.\n\n- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.\n\n## Return delivered order\n\n- An order can only be returned if its status is 'delivered', and you should check its status before taking the action.\n\n- The user needs to confirm the order id, the list of items to be returned, and a payment method to receive the refund.\n\n- The refund must either go to the original payment method, or an existing gift card.\n\n- After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items.\n\n## Exchange delivered order\n\n- An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged.\n\n- For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.\n\n- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.\n\n- After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.\n\n\nAvailable tools:\n[{'type': 'function', 'function': {'name': 'calculate', 'description': 'Calculate the result of a mathematical expression.', 'parameters': {'type': 'object', 'properties': {'expression': {'type': 'string', 'description': \"The mathematical expression to calculate, such as '2 + 2'. The expression can contain numbers, operators (+, -, *, /), parentheses, and spaces.\"}}, 'required': ['expression']}}}, {'type': 'function', 'function': {'name': 'cancel_pending_order', 'description': \"Cancel a pending order. If the order is already processed or delivered, it cannot be cancelled. The agent needs to explain the cancellation detail and ask for explicit user confirmation (yes/no) to proceed. If the user confirms, the order status will be changed to 'cancelled' and the payment will be refunded. The refund will be added to the user's gift card balance immediately if the payment was made using a gift card, otherwise the refund would take 5-7 business days to process. The function returns the order details after the cancellation.\", 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'reason': {'type': 'string', 'enum': ['no longer needed', 'ordered by mistake'], 'description': \"The reason for cancellation, which should be either 'no longer needed' or 'ordered by mistake'.\"}}, 'required': ['order_id', 'reason']}}}, {'type': 'function', 'function': {'name': 'exchange_delivered_order_items', 'description': 'Exchange items in a delivered order to new items of the same product type. For a delivered order, return or exchange can be only done once by the agent. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be exchanged, each such as '1008292230'. There could be duplicate items in the list.\"}, 'new_item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be exchanged for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'new_item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'find_user_id_by_email', 'description': 'Find user id by email. If the user is not found, the function will return an error message.', 'parameters': {'type': 'object', 'properties': {'email': {'type': 'string', 'description': \"The email of the user, such as '[email protected]'.\"}}, 'required': ['email']}}}, {'type': 'function', 'function': {'name': 'find_user_id_by_name_zip', 'description': 'Find user id by first name, last name, and zip code. If the user is not found, the function will return an error message. By default, find user id by email, and only call this function if the user is not found by email or cannot remember email.', 'parameters': {'type': 'object', 'properties': {'first_name': {'type': 'string', 'description': \"The first name of the customer, such as 'John'.\"}, 'last_name': {'type': 'string', 'description': \"The last name of the customer, such as 'Doe'.\"}, 'zip': {'type': 'string', 'description': \"The zip code of the customer, such as '12345'.\"}}, 'required': ['first_name', 'last_name', 'zip']}}}, {'type': 'function', 'function': {'name': 'get_order_details', 'description': 'Get the status and details of an order.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}}, 'required': ['order_id']}}}, {'type': 'function', 'function': {'name': 'get_product_details', 'description': 'Get the inventory details of a product.', 'parameters': {'type': 'object', 'properties': {'product_id': {'type': 'string', 'description': \"The product id, such as '6086499569'. Be careful the product id is different from the item id.\"}}, 'required': ['product_id']}}}, {'type': 'function', 'function': {'name': 'get_user_details', 'description': 'Get the details of a user, including their orders.', 'parameters': {'type': 'object', 'properties': {'user_id': {'type': 'string', 'description': \"The user id, such as 'sara_doe_496'.\"}}, 'required': ['user_id']}}}, {'type': 'function', 'function': {'name': 'list_all_product_types', 'description': 'List the name and product id of all product types. Each product type has a variety of different items with unique item ids and options. There are only 50 product types in the store.', 'parameters': {'type': 'object', 'properties': {}, 'required': []}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_address', 'description': 'Modify the shipping address of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'address1': {'type': 'string', 'description': \"The first line of the address, such as '123 Main St'.\"}, 'address2': {'type': 'string', 'description': \"The second line of the address, such as 'Apt 1' or ''.\"}, 'city': {'type': 'string', 'description': \"The city, such as 'San Francisco'.\"}, 'state': {'type': 'string', 'description': \"The state, such as 'CA'.\"}, 'country': {'type': 'string', 'description': \"The country, such as 'USA'.\"}, 'zip': {'type': 'string', 'description': \"The zip code, such as '12345'.\"}}, 'required': ['order_id', 'address1', 'address2', 'city', 'state', 'country', 'zip']}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_items', 'description': 'Modify items in a pending order to new items of the same product type. For a pending order, this function can only be called once. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be modified, each such as '1008292230'. There could be duplicate items in the list.\"}, 'new_item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be modified for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'new_item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'modify_pending_order_payment', 'description': 'Modify the payment method of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'modify_user_address', 'description': 'Modify the default address of a user. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.', 'parameters': {'type': 'object', 'properties': {'user_id': {'type': 'string', 'description': \"The user id, such as 'sara_doe_496'.\"}, 'address1': {'type': 'string', 'description': \"The first line of the address, such as '123 Main St'.\"}, 'address2': {'type': 'string', 'description': \"The second line of the address, such as 'Apt 1' or ''.\"}, 'city': {'type': 'string', 'description': \"The city, such as 'San Francisco'.\"}, 'state': {'type': 'string', 'description': \"The state, such as 'CA'.\"}, 'country': {'type': 'string', 'description': \"The country, such as 'USA'.\"}, 'zip': {'type': 'string', 'description': \"The zip code, such as '12345'.\"}}, 'required': ['user_id', 'address1', 'address2', 'city', 'state', 'country', 'zip']}}}, {'type': 'function', 'function': {'name': 'return_delivered_order_items', 'description': \"Return some items of a delivered order. The order status will be changed to 'return requested'. The agent needs to explain the return detail and ask for explicit user confirmation (yes/no) to proceed. The user will receive follow-up email for how and where to return the item.\", 'parameters': {'type': 'object', 'properties': {'order_id': {'type': 'string', 'description': \"The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.\"}, 'item_ids': {'type': 'array', 'items': {'type': 'string'}, 'description': \"The item ids to be returned, each such as '1008292230'. There could be duplicate items in the list.\"}, 'payment_method_id': {'type': 'string', 'description': \"The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.\"}}, 'required': ['order_id', 'item_ids', 'payment_method_id']}}}, {'type': 'function', 'function': {'name': 'think', 'description': 'Use the tool to think about something. It will not obtain new information or change the database, but just append the thought to the log. Use it when complex reasoning or some cache memory is needed.', 'parameters': {'type': 'object', 'properties': {'thought': {'type': 'string', 'description': 'A thought to think about.'}}, 'required': ['thought']}}}, {'type': 'function', 'function': {'name': 'transfer_to_human_agents', 'description': \"Transfer the user to a human agent, with a summary of the user's issue. Only transfer if the user explicitly asks for a human agent, or if the user's issue cannot be resolved by the agent with the available tools.\", 'parameters': {'type': 'object', 'properties': {'summary': {'type': 'string', 'description': \"A summary of the user's issue.\"}}, 'required': ['summary']}}}]\n\n## Response Format\n\nFor EVERY turn, follow this exact structure:\n\n1. First, reason in <thinking>...</thinking> tags:\n - STATE: What information do you currently have?\n - GOAL: What do you need to accomplish next?\n - BLOCKED: Is anything preventing this? What prerequisite is missing?\n - PLAN: What action will you take and why?\n\n2. Then, emit exactly ONE tool call in <tool_call>...</tool_call> tags:\n - The tool_call must contain ONLY valid JSON, nothing else\n - Format: {\"name\": \"tool_name\", \"arguments\": {\"arg1\": \"value1\"}}\n\nExample turn:\n<thinking>\nSTATE: User wants to check order status. I don't have their user_id yet.\nGOAL: Authenticate the user to access their orders.\nBLOCKED: Cannot query orders without user_id.\nPLAN: Ask user for email to look up their account.\n</thinking>\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I'd be happy to help you check your order status. Could you please provide your email address so I can look up your account?\"}}\n</tool_call>\n\nCRITICAL: Never put <thinking> inside <tool_call>. The tool_call must contain ONLY the JSON object.",
"role": "system"
},
{
"content": "('observation', 'Hi! I need to return an item.')",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"respond\", \"arguments\": {\"content\": \"I'd be happy to help you with returning an item. First, I need to authenticate your account. Could you please provide your email address so I can look up your information?\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "I don't have my email handy. Can you look me up by my name and zip code? My name is Ava Moore and my zip is 78234.",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"find_user_id_by_name_zip\", \"arguments\": {\"first_name\": \"Ava\", \"last_name\": \"Moore\", \"zip\": \"78234\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: find_user_id_by_name_zip]\nava_moore_2033",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"get_user_details\", \"arguments\": {\"user_id\": \"ava_moore_2033\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: get_user_details]\n{\"name\": {\"first_name\": \"Ava\", \"last_name\": \"Moore\"}, \"address\": {\"address1\": \"996 Cedar Street\", \"address2\": \"Suite 656\", \"city\": \"San Antonio\", \"country\": \"USA\", \"state\": \"TX\", \"zip\": \"78234\"}, \"email\": \"[email protected]\", \"payment_methods\": {\"gift_card_8168843\": {\"source\": \"gift_card\", \"balance\": 69, \"id\": \"gift_card_8168843\"}}, \"orders\": [\"#W4817420\", \"#W4135875\", \"#W2173715\", \"#W8951014\"]}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\n \"name\": \"respond\",\n \"arguments\": {\n \"content\": \"Thank you, Ava. I've found your account. I can see you have the following orders:\\n- #W4817420\\n- #W4135875\\n- #W2173715\\n- #W8951014\\n\\nTo help you return an item, I need to know which order you want to return from. Could you please specify the order ID? If you're not sure, I can check the status of each order to see which ones are delivered.\"\n }\n}\n</tool_call>",
"role": "assistant"
},
{
"content": "I'd like to return order #W8951014.",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"get_order_details\", \"arguments\": {\"order_id\": \"#W8951014\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: get_order_details]\n{\"order_id\": \"#W8951014\", \"user_id\": \"ava_moore_2033\", \"address\": {\"address1\": \"996 Cedar Street\", \"address2\": \"Suite 656\", \"city\": \"San Antonio\", \"country\": \"USA\", \"state\": \"TX\", \"zip\": \"78234\"}, \"items\": [{\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"7824298782\", \"price\": 200.38, \"options\": {\"color\": \"black\", \"size\": \"small\", \"material\": \"nylon\", \"compartment\": \"laptop\"}}, {\"name\": \"Water Bottle\", \"product_id\": \"8310926033\", \"item_id\": \"9127591879\", \"price\": 48.47, \"options\": {\"capacity\": \"750ml\", \"material\": \"stainless steel\", \"color\": \"black\"}}, {\"name\": \"Digital Camera\", \"product_id\": \"8940227892\", \"item_id\": \"9644439410\", \"price\": 3280.31, \"options\": {\"resolution\": \"20MP\", \"zoom\": \"5x\", \"storage\": \"CF card\"}}, {\"name\": \"Bookshelf\", \"product_id\": \"8600330539\", \"item_id\": \"2244749153\", \"price\": 473.82, \"options\": {\"material\": \"wood\", \"color\": \"brown\", \"height\": \"5 ft\"}}, {\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"2492465580\", \"price\": 201.95, \"options\": {\"color\": \"navy\", \"size\": \"small\", \"material\": \"nylon\", \"compartment\": \"laptop\"}}], \"fulfillments\": [{\"tracking_id\": [\"916412857116\"], \"item_ids\": [\"7824298782\", \"9127591879\", \"9644439410\", \"2244749153\", \"2492465580\"]}], \"status\": \"delivered\", \"payment_history\": [{\"transaction_type\": \"payment\", \"amount\": 4204.93, \"payment_method_id\": \"gift_card_8168843\"}]}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\n \"name\": \"respond\",\n \"arguments\": {\n \"content\": \"I can see that order #W8951014 was delivered and contains the following items:\\n\\n1. Backpack (black, small, nylon, laptop compartment) - Item ID: 7824298782 - Price: $200.38\\n2. Water Bottle (750ml, stainless steel, black) - Item ID: 9127591879 - Price: $48.47\\n3. Digital Camera (20MP, 5x zoom, CF card) - Item ID: 9644439410 - Price: $3280.31\\n4. Bookshelf (wood, brown, 5 ft) - Item ID: 2244749153 - Price: $473.82\\n5. Backpack (navy, small, nylon, laptop compartment) - Item ID: 2492465580 - Price: $201.95\\n\\nPlease let me know which specific items you'd like to return by providing their item IDs. You can return one or multiple items.\\n\\nAlso, I note that this order was paid with your gift card (ending in 8168843). The refund will be added back to this gift card balance. Is that acceptable?\"\n }\n}\n</tool_call>",
"role": "assistant"
},
{
"content": "Yes, that's fine regarding the gift card. I want to return the backpack that is navy, small, nylon with a laptop compartment, the digital camera, and the other backpack that is black, small, nylon with a laptop compartment.",
"role": "user"
},
{
"content": "\n<tool_call>\n{\n \"name\": \"respond\",\n \"arguments\": {\n \"content\": \"To confirm, you want to return the following three items from order #W8951014:\\n\\n1. Backpack (navy, small, nylon, laptop compartment) - Item ID: 2492465580 - Price: $201.95\\n2. Digital Camera (20MP, 5x zoom, CF card) - Item ID: 9644439410 - Price: $3280.31\\n3. Backpack (black, small, nylon, laptop compartment) - Item ID: 7824298782 - Price: $200.38\\n\\nTotal refund amount: $201.95 + $3280.31 + $200.38 = $3682.64\\n\\nThis refund will be added back to your gift card (ending in 8168843).\\n\\nAfter confirmation, the order status will change to 'return requested' and you will receive an email with instructions on how and where to return the items.\\n\\nPlease confirm with 'yes' if you'd like to proceed with this return.\"\n }\n}\n</tool_call>",
"role": "assistant"
},
{
"content": "Yes. And I also need to cancel order #W4135875, I don't need it anymore.",
"role": "user"
},
{
"content": "\n<tool_call>\n{\"name\": \"return_delivered_order_items\", \"arguments\": {\"order_id\": \"#W8951014\", \"item_ids\": [\"2492465580\", \"9644439410\", \"7824298782\"], \"payment_method_id\": \"gift_card_8168843\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: return_delivered_order_items]\n{\"order_id\": \"#W8951014\", \"user_id\": \"ava_moore_2033\", \"address\": {\"address1\": \"996 Cedar Street\", \"address2\": \"Suite 656\", \"city\": \"San Antonio\", \"country\": \"USA\", \"state\": \"TX\", \"zip\": \"78234\"}, \"items\": [{\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"7824298782\", \"price\": 200.38, \"options\": {\"color\": \"black\", \"size\": \"small\", \"material\": \"nylon\", \"compartment\": \"laptop\"}}, {\"name\": \"Water Bottle\", \"product_id\": \"8310926033\", \"item_id\": \"9127591879\", \"price\": 48.47, \"options\": {\"capacity\": \"750ml\", \"material\": \"stainless steel\", \"color\": \"black\"}}, {\"name\": \"Digital Camera\", \"product_id\": \"8940227892\", \"item_id\": \"9644439410\", \"price\": 3280.31, \"options\": {\"resolution\": \"20MP\", \"zoom\": \"5x\", \"storage\": \"CF card\"}}, {\"name\": \"Bookshelf\", \"product_id\": \"8600330539\", \"item_id\": \"2244749153\", \"price\": 473.82, \"options\": {\"material\": \"wood\", \"color\": \"brown\", \"height\": \"5 ft\"}}, {\"name\": \"Backpack\", \"product_id\": \"2524789262\", \"item_id\": \"2492465580\", \"price\": 201.95, \"options\": {\"color\": \"navy\", \"size\": \"small\", \"material\": \"nylon\", \"compartment\": \"laptop\"}}], \"fulfillments\": [{\"tracking_id\": [\"916412857116\"], \"item_ids\": [\"7824298782\", \"9127591879\", \"9644439410\", \"2244749153\", \"2492465580\"]}], \"status\": \"return requested\", \"payment_history\": [{\"transaction_type\": \"payment\", \"amount\": 4204.93, \"payment_method_id\": \"gift_card_8168843\"}], \"return_items\": [\"2492465580\", \"7824298782\", \"9644439410\"], \"return_payment_method_id\": \"gift_card_8168843\"}",
"role": "user"
},
{
"content": "\n\n<tool_call>\n{\"name\": \"get_order_details\", \"arguments\": {\"order_id\": \"#W4135875\"}}\n</tool_call>",
"role": "assistant"
},
{
"content": "[Tool Result: get_order_details]\n{\"order_id\": \"#W4135875\", \"user_id\": \"ava_moore_2033\", \"address\": {\"address1\": \"996 Cedar Street\", \"address2\": \"Suite 656\", \"city\": \"San Antonio\", \"country\": \"USA\", \"state\": \"TX\", \"zip\": \"78234\"}, \"items\": [{\"name\": \"Tablet\", \"product_id\": \"8024098596\", \"item_id\": \"7535423717\", \"price\": 904.46, \"options\": {\"screen size\": \"8-inch\", \"storage\": \"128GB\", \"color\": \"silver\"}}], \"fulfillments\": [], \"status\": \"pending\", \"payment_history\": [{\"transaction_type\": \"payment\", \"amount\": 904.46, \"payment_method_id\": \"gift_card_8168843\"}]}",
"role": "user"
},
{
"content": "\n<tool_call>\n{\n \"name\": \"respond\",\n \"arguments\": {\n \"content\": \"Great, I have processed the return for order #W8951014. The order status is now 'return requested' and you will receive an email with return instructions.\\n\\nNow regarding order #W4135875, I can see it is a pending order containing:\\n- Tablet (8-inch, 128GB, silver) - Item ID: 7535423717 - Price: $904.46\\n\\nThis order was paid with your gift card (ending in 8168843). If cancelled, the full amount of $904.46 will be refunded back to your gift card balance immediately.\\n\\nYou mentioned you don't need it anymore, so the cancellation reason would be 'no longer needed'.\\n\\nPlease confirm with 'yes' if you'd like me to proceed with cancelling order #W4135875.\"\n }\n}\n</tool_call>",
"role": "assistant"
}
] |
{
"clean_format": true,
"domain": "retail",
"num_turns": 10,
"partial_score": 0.7,
"reward": 0,
"success": false,
"tool_sequence": [
"respond",
"find_user_id_by_name_zip",
"get_user_details",
"respond",
"get_order_details",
"respond",
"respond",
"return_delivered_order_items",
"get_order_details",
"respond"
]
}
|
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