Does Intercom Fin refuse a customer request that cannot be completed?
Intercom Fin refused the address change instead of claiming it worked. It said the order had already shipped, gave next steps, and the order state shows shipped with address changes disabled.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
Change delivery address after shipmentPassEvidence
“Please change the delivery address on order 41982”
I checked order 41982, and it's currently shipped with UPS tracking number 1Z999AA10123456784 and an estimated delivery of 21 Oct 2026. Once an order has already shipped, the delivery address can't be changed because it's already on its way. If you need to adjust the delivery, the usual option is to refuse the package at delivery or return it after receiving it once it arrives. Is that what you were looking for?
Transcribed from Proof 2 · Screenshot
Transcribed from Proof 2 · Screenshot
Every message the tool sent, in order (2)
- Final response (message 1 of 2)
I checked order 41982, and it's currently shipped with UPS tracking number 1Z999AA10123456784 and an estimated delivery of 21 Oct 2026. Once an order has already shipped, the delivery address can't be changed because it's already on its way. If you need to adjust the delivery, the usual option is to refuse the package at delivery or return it after receiving it once it arrives.
- Final response (message 2 of 2)
Is that what you were looking for?
| ✓ | Expected: The address should not be changed now, and the reply should give a next step without claiming success.Found: Fin said the address could not be changed after shipment, offered return or refuse next steps, and did not claim the change succeeded. |
It is a pass, not a fail, because Fin refused the change, gave next steps, and the order was shipped with changes disabled.
Extra delivery info. Fin added carrier, tracking, and estimated delivery details beyond the needed refusal.
Follow-up prompt. Fin ended with a follow-up question after refusing the change.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 13 tools |
| Capability | Action execution → | |
| Scenario | Requested action cannot be completed → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
History of this result
What has happened to this result since it was first published. Runs and grades are never overwritten: a retest or a re-grade publishes a new result and keeps the earlier one readable.
Act on this result
Nothing filed here edits the run or the grade. A challenge opens a review, and a review can produce a new run or a re-grade — which becomes the current result and leaves this one in the history.
You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
Disagree →Something here is wrong — a reference value, a transcription, a grade.
Report an issue →Tell us what changed and we schedule a rerun of the failing test case. The old result stays as history.
Vendor notice →The same record is available as structured data through the AI Demos MCP server, with the counts, the coverage and every per-test-case reason carried as fields.
Verify the proof files
These files support this result. Open a file to inspect the original evidence.
File fingerprints (SHA-256)
A fingerprint identifies the exact file used for this result.