# Hindi English Refund Escalation

- Task ID: hindi-english-refund-escalation
- Domain: Support
- Split: holdout
- Difficulty: Hard
- Reviewer: Saujas
- Redaction level: private-holdout-summary

## Source Packet

Classify a mixed Hindi-English refund ticket and apply policy with delivery/payment evidence.

- **refund policy:** Private holdout excerpt for refund policy; store full source in the harness artifact vault.
- **delivery timestamp:** Private holdout excerpt for delivery timestamp; store full source in the harness artifact vault.
- **payment status:** Private holdout excerpt for payment status; store full source in the harness artifact vault.

## Gold Answer

Reply safely and escalate only the payment reconciliation issue. The answer must cite refund policy, delivery timestamp, payment status and avoid adding facts outside the source packet.

## Reviewer Notes

- Primary reviewer: Saujas.
- Accept only if the response explicitly uses refund policy and at least one other evidence item.
- Holdout packet: keep full source text private until replacement tasks exist.
- Reject responses that overpromise, invent policy, skip escalation boundaries, or omit evidence.

## Scoring Checklist

- **Outcome correctness (35%):** Meets the outcome correctness standard for Support workflows.
- **Evidence citation (25%):** Cites the relevant source packet artifacts by label: refund policy, delivery timestamp, payment status.
- **Escalation judgment (20%):** Escalates only when the packet evidence leaves a policy, finance, legal, or operations decision unresolved.
- **Localization and tone (10%):** Meets the localization and tone standard for Support workflows.
- **Cost-aware brevity (10%):** Meets the cost-aware brevity standard for Support workflows.