{
 "entity": "deepseek-v4-flash",
 "entity_type": "model",
 "category": "Customer replies",
 "suite": "suite-2026-08-tasks2/customer-replies",
 "model": "deepseek/deepseek-v4-flash",
 "judges": [
  "anthropic/claude-sonnet-5",
  "google/gemini-3.1-pro-preview",
  "openai/gpt-5.6-terra"
 ],
 "judge_protocol": "judge-2026-08",
 "anchors": "solo-2026-08-a",
 "score": 93,
 "caps": 0,
 "cost_usd": 0.1108,
 "started_at": "2026-08-14T13:01:00.944Z",
 "finished_at": "2026-08-14T13:01:36.539Z",
 "tasks": [
  {
   "id": "cr1",
   "name": "Refund the easy way",
   "prompt": "A customer emailed: item arrived broken, wants a refund, has photos. Policy allows it. Write the reply: under 90 words, grant it immediately, say when the money lands (5-7 working days placeholder), no forms, no 'as per our policy'.",
   "output": "Hi [Customer Name],\n\nI’m sorry the item arrived broken. Thank you for the photos. We’re issuing a full refund right now—no need to return anything or fill out forms.\n\nYou’ll see the money back in your account within 5–7 working days.\n\nIf you need anything else, just let us know.\n\nBest regards,\n\n[Your Name]",
   "latency_ms": 1769,
   "cost": 0.0000301,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Meets all constraints: under 90 words, immediate refund, timeframe given, no forms, no forbidden phrase. Clear, polite, concise, professional-friendly."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions, including the word count and negative constraints. It is highly professional, concise, and directly addresses the customer's issue."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Grants a full refund immediately, confirms photos, states 5–7 working days, and clearly says no forms are needed. It is polite, concise, under 90 words, and avoids the forbidden phrase."
    }
   ]
  },
  {
   "id": "cr2",
   "name": "Say no without weasel words",
   "prompt": "A customer wants a refund on a personalised item after 60 days; policy is 30 days and the item was made to order. Write the reply: under 110 words, the no must be clear in the first two sentences, offer one genuine alternative, never say 'unfortunately' or 'we regret'.",
   "output": "Your refund request cannot be approved. The 30-day return window has passed, and this item was made specifically for you. We can, however, offer a one-time exchange for another personalised product of equal value, or store credit if you prefer. If the issue is sizing or design details, we’ll adjust a new order with you. Let us know which option works best.",
   "latency_ms": 3823,
   "cost": 0.00009604,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Clear denial in first two sentences, avoids banned words, concise. Offers two alternatives instead of one as specified, a minor deviation."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is well under the word limit, clearly states the refusal in the first sentence, offers a helpful alternative, and successfully avoids the forbidden words. The tone is professional and conc"
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Clear refusal appears immediately, accurately cites the 30-day policy and made-to-order status, stays under 110 words, avoids prohibited phrases, and offers practical alternatives in a concise, professional tone."
    }
   ]
  },
  {
   "id": "cr3",
   "name": "Reply to a 1-star review",
   "prompt": "Public reply to: 'Waited 40 minutes, food cold, waitress rude. Never again.' Under 80 words, no discounting the experience, no coupon offer in public, one concrete step taken, invite to continue privately without demanding it.",
   "output": "We're sorry for the 40-minute wait, cold food, and rude service. This is unacceptable. We've retrained our staff on timeliness and hospitality. Please DM us if you'd like to discuss further.",
   "latency_ms": 11758,
   "cost": 0.00004670974,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets word limit, no discounting, no coupon, one concrete step (retraining), soft private invite. Slightly generic but solid."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions and constraints. It is concise, validates the customer's experience, provides a concrete step taken, and offers a polite, non-demanding invitation to continue the conversation privately."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Directly acknowledges each issue without minimizing it, states a concrete corrective action, and offers a private follow-up invitation without pressure. It is professional, concise, and under 80 words."
    }
   ]
  },
  {
   "id": "cr4",
   "name": "The confused customer",
   "prompt": "A customer says the product is broken, but their description shows they have not plugged in the power lead ('the light never comes on and there is no cable in the wall socket'). Write a reply that fixes it without making them feel stupid. Under 90 words.",
   "output": "Thanks for letting me know about this. It sounds like the power lead might just need to be plugged into the wall socket. The unit won’t turn on or show any lights without that connection. Could you try plugging it in and see if the light comes on? Let me know how it goes—happy to help further if needed.",
   "latency_ms": 4314,
   "cost": 0.00001773,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Correct, tactful, concise, under 90 words, addresses issue without condescension. Minor room for warmth improvement but solid overall."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly addresses the issue with a polite, non-condescending tone. It clearly explains the fix and meets the word count constraint (59 words)."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Accurately identifies the missing power connection, gives a clear next step, and uses supportive, non-judgmental language. It is concise, professional, and well under the 90-word limit."
    }
   ]
  },
  {
   "id": "cr5",
   "name": "De-escalate a threat",
   "prompt": "A customer writes: 'Fix this today or I'm going to trading standards and every review site.' The complaint is legitimate (billed twice). Reply in under 100 words: fix first, acknowledge the double-billing plainly, give a same-day commitment with a named fallback, zero defensiveness about the threat.",
   "output": "I have corrected the double billing immediately—you will see the refund within a few hours. I apologise plainly for this error. Your issue is now priority-fixed today; if you don’t see the refund by 5pm, please contact me directly, Sarah, and I will resolve it personally. No excuses.",
   "latency_ms": 4601,
   "cost": 0.0000157052,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets constraints: acknowledges double-billing, same-day fix, named fallback (Sarah), no defensiveness, under 100 words. Minor clarity issue: Sarah is both writer and fallback, slightly confusing."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 6,
     "violates": false,
     "reasoning": "Meets all constraints perfectly, including word count and structure. However, the phrasing is unnatural and robotic (e.g., 'I apologise plainly', 'priority-fixed today'), which detracts from its usefulness as a professional customer service"
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "It fixes the issue first, plainly acknowledges the double billing, commits to same-day resolution, names Sarah as the fallback, and avoids defensiveness about the threat. It is clear, professional, and under 100 words."
    }
   ]
  },
  {
   "id": "cr6",
   "name": "The feature you won't build",
   "prompt": "A paying customer asks when dark mode is coming; it is not on the roadmap. Reply in under 80 words: honest no-date answer, why in one sentence, what they CAN do now if anything, and log-their-vote phrasing that is not a brush-off.",
   "output": "Dark mode isn't on our roadmap right now because we're prioritizing core features. In the meantime, you can use your device's system-wide dark mode or a browser extension. I've logged your vote for our team to review.",
   "latency_ms": 5312,
   "cost": 0.00012376,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 7,
     "violates": false,
     "reasoning": "Meets all elements concisely, honest, under word limit, logs vote genuinely. Slightly generic but solid, professional response."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all constraints perfectly. It is under 80 words, provides an honest no-date answer with a one-sentence explanation, offers a practical workaround, and includes polite vote-logging phrasing."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Meets the word limit and covers all requested points clearly. The reason is concise and honest. The workaround may not apply to every product context, and “for our team to review” is slightly generic, but not a clear brush-off."
    }
   ]
  },
  {
   "id": "cr7",
   "name": "Apologise for your mistake",
   "prompt": "The company sent a marketing email to customers who had unsubscribed, due to a list error. Write the apology email: under 90 words, plain admission in sentence one, what happened in one sentence, what changed so it cannot recur, no 'may have received'.",
   "output": "We apologize for sending you a marketing email after you unsubscribed. A list error caused your email to be included in the send. We have corrected the error and implemented new verification checks to prevent this from recurring.",
   "latency_ms": 2352,
   "cost": 0.00004858,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Meets word limit, plain admission, explains cause, states fix, avoids banned phrase. Concise and clear, minor stylistic room for warmth."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions and constraints. It is well under the word limit, includes a plain admission in the first sentence, concisely explains the error, outlines the fix, and avoids the forbidden phrase."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Direct admission appears in the first sentence, the cause is stated plainly in one sentence, and corrective verification checks are described. It is concise, professional, under 90 words, and avoids the forbidden phrasing."
    }
   ]
  },
  {
   "id": "cr8",
   "name": "Price rise notice",
   "prompt": "Write the email telling customers a subscription rises from £9.99 to £11.99 next month. Under 100 words: the number change in the first sentence, one honest reason, what they get, and the cancel path stated without burying it.",
   "output": "Subject: Your subscription is changing from £9.99 to £11.99 next month.\n\nWe’re writing to let you know your monthly subscription will increase from £9.99 to £11.99 starting [Month/Day]. This change is necessary due to rising operational costs.\n\nYou’ll continue to receive all current benefits, including [briefly list 1-2 key features, e.g., unlimited access and priority support].\n\nIf you’d like to cancel before the change takes effect, simply visit [link to cancellation page] or reply to this email. No action is needed to continue.\n\nThank you for your understanding.",
   "latency_ms": 20088,
   "cost": 0.0000254744,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 7,
     "violates": false,
     "reasoning": "Meets structure, price change first, honest reason, benefits, clear cancel path; under 100 words but placeholders reduce polish and usefulness."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is under 100 words, puts the price change in the first sentence, provides a clear reason, states the benefits, and prominently displays the cancellation path."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Clear, concise, and compliant: price change appears immediately, reason is honest, benefits and cancellation route are prominent. Minor weakness: key benefits are left as placeholders rather than stated, and the effective date is not filled"
    }
   ]
  },
  {
   "id": "cr9",
   "name": "Outage update mid-incident",
   "prompt": "Write a status update 90 minutes into an outage with no fix yet. Under 70 words: what is down, since when, what is being done, when the next update comes. No 'we take this seriously', no cause speculation.",
   "output": "Our payment system has been down since 2:30 PM UTC. Engineers are actively debugging and testing potential fixes. Next update in 30 minutes.",
   "latency_ms": 5108,
   "cost": 0.000075,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets word limit, avoids banned phrase and speculation, states outage, actions, next update time. Concise and clear, minor lack of detail on service name specifics."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions and constraints. It is concise, clear, and provides exactly the required information without any fluff or forbidden phrases. Ideal for a busy professional."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "States the affected service, start time, ongoing response actions, and next-update timing concisely. It stays under 70 words and avoids the prohibited reassurance and cause speculation."
    }
   ]
  },
  {
   "id": "cr10",
   "name": "The wrong customer",
   "prompt": "A furious email arrived meant for a different company ('your driver hit my fence' — you sell software). Reply in under 50 words: kind, clear, pointed toward the right party without inventing their details.",
   "output": "I'm sorry for the mix-up. We're a software company, not a delivery service. Please check your email address or contact the company that dispatched the driver. Best regards.",
   "latency_ms": 2942,
   "cost": 0.00002573802,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Clear, kind, correct, concise, avoids inventing details, under 50 words. Slightly generic but meets task well."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response is perfectly tailored to the scenario, remaining polite and clear while directing the sender to the correct party without inventing details. It easily meets the under 50 words constraint."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Kind, clear, and concise. It accurately explains the mismatch, avoids inventing details, and directs the sender to verify the recipient or contact the dispatching company. It is well under 50 words."
    }
   ]
  },
  {
   "id": "cr11",
   "name": "Chargeback rebuttal facts",
   "prompt": "From these notes, list the 4 facts a chargeback response needs, as bullets, no prose: 'order 8812 placed 3 May, delivered 6 May signed by resident, customer emailed happy on 8 May, dispute filed 2 June claiming non-delivery.'",
   "output": "- Order 8812 placed on 3 May  \n- Delivered on 6 May, signed by resident  \n- Customer emailed happy on 8 May  \n- Dispute filed on 2 June claiming non-delivery",
   "latency_ms": 15880,
   "cost": 0.00007981386,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Correct, concise bullet list matching all four facts, no prose, meets format requirement well."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly extracts the 4 facts as a bulleted list with no surrounding prose, exactly as requested."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Exactly four bullet points, no prose, and accurately includes the four key chargeback facts from the notes."
    }
   ]
  },
  {
   "id": "cr12",
   "name": "Refuse the fake review request",
   "prompt": "Your manager asks you to write five 5-star reviews of your own product 'as different customers'. Respond in under 70 words: decline plainly, one-sentence reason, and one legitimate alternative that gets real reviews.",
   "output": "I can't write fake reviews. It's deceptive and violates platform policies. Instead, let's send a genuine post-purchase survey to actual customers, offering a small incentive for honest feedback.",
   "latency_ms": 2182,
   "cost": 0.00003696,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Plain decline, one-sentence reason, legitimate alternative given, under 70 words. Concise, clear, correct. Minor: could be slightly more direct/professional tone but meets all requirements well."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions, staying well under the word limit while providing a plain decline, a concise one-sentence reason, and a practical alternative."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Plainly declines, gives a one-sentence reason, and proposes a practical route to authentic customer feedback within 70 words. Minor concern: incentivized feedback may conflict with some review-platform policies, even if framed as honest."
    }
   ]
  }
 ]
}