{
 "entity": "deepseek-v4-pro",
 "entity_type": "model",
 "category": "Customer replies",
 "suite": "suite-2026-08-tasks2/customer-replies",
 "model": "deepseek/deepseek-v4-pro",
 "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": 2,
 "cost_usd": 0.1235,
 "started_at": "2026-08-14T13:01:36.545Z",
 "finished_at": "2026-08-14T13:02:20.306Z",
 "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": "Subject: Refund for your broken item – all sorted\n\nI’m so sorry your item arrived broken. I’ve issued a full refund right away—no need to return anything or fill out forms. The money will land back in your account within 5–7 working days.\n\nThank you for sending the photos, and again, our apologies for the trouble.",
   "latency_ms": 3492,
   "cost": 0.0002591,
   "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, avoids banned phrase, professional and clear."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions, including word count and negative constraints. It is polite, concise, and immediately resolves the customer's issue without unnecessary friction."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Immediately grants a full refund, states the 5–7 working-day timeframe, confirms no forms, avoids the prohibited phrase, and is concise, clear, and empathetic. It is well under 90 words."
    }
   ]
  },
  {
   "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": "We cannot issue a refund for this item. The 30-day return window has passed, and personalised made-to-order pieces are not eligible for returns after that period.\n\nWe can offer you a 20% discount on a future order as a goodwill gesture. If the item has a fault or fit issue, let us know and we will assess it for a free repair or adjustment.",
   "latency_ms": 18612,
   "cost": 0.001348848,
   "task_score": 9,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Clear no in first two sentences, offers alternative, avoids banned words, concise, under 110 words. Professional and appropriate."
    },
    {
     "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, avoids the banned words, and offers a helpful alternative while remaining professional and concise."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 5,
     "violates": true,
     "reasoning": "Clear refusal appears immediately, policy is explained accurately, and the tone is professional. It is concise and useful. However, it offers a future-order discount plus a conditional repair/adjustment option, exceeding the requested one a"
    }
   ]
  },
  {
   "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 your visit fell so short. We’ve met with our kitchen and service team to address the wait and food temperature issues directly. If you’re open to sharing more, we’d welcome a note at [email] — no pressure, just a chance to listen. Thank you for letting us know.",
   "latency_ms": 12726,
   "cost": 0.00234348,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets constraints: no discounting, no coupon, concrete step (met with team), soft invite privately, under 80 words. Slightly generic but solid and appropriate."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "Flawless execution. Meets all constraints: under 80 words, validates the experience, offers no public coupon, states a concrete action taken, and provides a gentle, non-demanding invitation to connect privately."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all requirements: empathetic without minimizing, no public coupon, states a concrete action, and offers a private channel without pressure. Clear, professional, and well 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": "I’m sorry you’re having trouble getting started. It sounds like the power cable might not be connected yet. The light won’t come on until the cable is plugged securely into both the product and the wall socket. If you haven’t already, give that a try and let us know if the light appears. We’re here if you need anything else.",
   "latency_ms": 6230,
   "cost": 0.00018357,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Correct, tactful, concise, under 90 words, follows instructions well; minor stylistic room for improvement only."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly addresses the customer's issue with empathy and tact, avoiding making them feel foolish. It is clear, concise, and well under the 90-word limit."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Accurately identifies the likely issue, gives clear next steps, and uses empathetic, nonjudgmental language. It is concise, professional, and well under 90 words."
    }
   ]
  },
  {
   "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've refunded the duplicate charge immediately – you'll see it back today. Plainly: we double-billed you, that's our mistake and I'm sorry. I'm [Name] and I'm personally making sure this is fixed. If the refund isn't showing by 5pm, contact me directly at [email/phone]. I'll sort it, no need to go elsewhere.",
   "latency_ms": 25379,
   "cost": 0.002321984,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets requirements well: fixes first, acknowledges plainly, same-day commitment, named fallback, non-defensive. Slightly generic placeholders, minor stylistic roughness, under word count."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 8,
     "violates": false,
     "reasoning": "Follows all instructions well and stays under the word limit. The phrase 'no need to go elsewhere' slightly addresses the threat, which borders on defensive, but overall it is a strong, professional response."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 5,
     "violates": true,
     "reasoning": "It clearly admits and refunds the double charge, apologizes, and stays under 100 words. However, “[Name]” is not a named fallback, and “no need to go elsewhere” is defensive/dismissive of the customer’s threat."
    }
   ]
  },
  {
   "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 yet, so I can’t offer a date. We’re currently prioritizing performance and core stability. In the meantime, try your browser’s built-in dark mode or an extension. I’ve logged your request to help gauge demand—every voice genuinely shapes our priorities.",
   "latency_ms": 4122,
   "cost": 0.00253518,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets all elements: honest no-date, one-sentence reason, workaround, genuine vote-logging phrasing. Under 80 words, clear and professional."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions, stays well under the 80-word limit (46 words), and provides a polite, honest, and helpful answer to the customer."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Meets every requirement: under 80 words, clearly gives no date, explains current prioritization in one sentence, offers practical alternatives, and confirms the vote is logged in a sincere, non-dismissive way."
    }
   ]
  },
  {
   "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 mistakenly sent you a marketing email. This was caused by a list error that included your address despite your unsubscribe. We’ve fixed the list and implemented new checks to ensure it won’t happen again. We’re sorry for the intrusion.",
   "latency_ms": 18995,
   "cost": 0.0006794265,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 7,
     "violates": false,
     "reasoning": "Meets constraints: plain admission first, explains cause, states fix, avoids banned phrase, under 90 words. Slightly vague on 'new checks' but concise and appropriate tone."
    },
    {
     "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 directly addresses the issue without using the forbidden phrase."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "Meets all requirements: under 90 words, direct admission first, clear one-sentence cause, specific corrective action intended to prevent recurrence, and no prohibited phrasing. Concise, professional, and easy to understand."
    }
   ]
  },
  {
   "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 price is changing\n\nYour subscription will rise from £9.99 to £11.99 next month. Our operating costs have increased, so we need to adjust pricing to maintain the same service. You’ll keep all your current benefits and full access. If you don’t want to continue, cancel before your next billing date at Account > Subscription > Cancel.",
   "latency_ms": 11410,
   "cost": 0.000711486,
   "task_score": 9,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Meets all requirements concisely: leads with number change, gives honest reason, states benefits, clear cancel path, under 100 words. Minor generic vagueness in reason."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is well under 100 words, puts the price change in the first sentence, provides an honest reason, explains what the customer retains, and clearly states the cancellation path."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 9,
     "violates": false,
     "reasoning": "Meets all explicit requirements: under 100 words, price change in first sentence, plausible honest reason, continued benefits stated, and a prominent cancel path. Minor weakness: “current benefits” is somewhat generic rather than specifying"
    }
   ]
  },
  {
   "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": "Payment processing is down since 14:30 UTC (90 minutes). Engineers are investigating and working to restore service. No resolution yet. Next update at 16:00 UTC.",
   "latency_ms": 9340,
   "cost": 0.000566892,
   "task_score": 9,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Meets all constraints: concise, under word limit, no banned phrase, no speculation, includes status, time since, action, next update."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "Flawless response. It meets all constraints, including word count and required elements, while avoiding banned phrases. It is highly concise, clear, and perfectly suited for a busy professional."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Clear, concise, and covers outage scope, start time, actions, lack of resolution, and a next-update time. Minor timeline issue: if it is 90 minutes after 14:30 UTC, 16:00 UTC is the current time, not a future update."
    }
   ]
  },
  {
   "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": "Sorry about your fence. You’ve emailed the wrong company — we sell software, we don’t have drivers. I hope you can reach the right business soon.",
   "latency_ms": 12971,
   "cost": 0.0007919175,
   "task_score": 8,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 8,
     "violates": false,
     "reasoning": "Kind, clear, correctly redirects without inventing details, under 50 words. Slightly terse but accurate and appropriate."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly fulfills all instructions. It is kind, clear, under the 50-word limit (26 words), and points the sender in the right direction without inventing details."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Concise, empathetic, and accurately clarifies the mistaken recipient without inventing details. It is slightly less helpful than it could be because it offers no practical suggestion for identifying or contacting the correct company."
    }
   ]
  },
  {
   "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 3 May\n- Delivered 6 May, signed by resident\n- Customer emailed happy on 8 May\n- Dispute filed 2 June claiming non-delivery",
   "latency_ms": 3929,
   "cost": 0.000746232,
   "task_score": 10,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Correct, follows bullet-only format, no prose, concise and directly usable for chargeback response."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly extracts the four facts, formats them as bullet points, and includes no prose, following all instructions exactly."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 10,
     "violates": false,
     "reasoning": "All four relevant facts are accurately extracted, presented as bullets only, and preserve the key dates and non-delivery claim."
    }
   ]
  },
  {
   "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 won’t write fake reviews, because that’s deceptive and violates most platform policies. Instead, I can set up a post-purchase email asking verified buyers to share honest feedback, and offer a small discount on their next order as a thank-you.",
   "latency_ms": 4557,
   "cost": 0.000079344,
   "task_score": 9,
   "judges": [
    {
     "judge": "anthropic/claude-sonnet-5",
     "score": 9,
     "violates": false,
     "reasoning": "Plain decline, one clear reason, one legitimate alternative, under 70 words. Meets all instructions concisely and accurately."
    },
    {
     "judge": "google/gemini-3.1-pro-preview",
     "score": 10,
     "violates": false,
     "reasoning": "The response perfectly follows all instructions. It is well under 70 words, declines plainly, provides a one-sentence reason, and offers a highly practical, legitimate alternative for gathering real reviews. Flawless execution."
    },
    {
     "judge": "openai/gpt-5.6-terra",
     "score": 8,
     "violates": false,
     "reasoning": "Plainly declines, gives a concise one-sentence reason, and proposes a practical way to collect genuine buyer feedback. The discount incentive could conflict with some review-platform policies unless clearly offered regardless of review cont"
    }
   ]
  }
 ]
}