{"meta":{"exportedAt":"2026-10-30T07:00:55.354Z","formatVersion":2,"selection":{"q":"refund-complaint","system":"","harm":"","context":"","country":"","role":"","relation":"core","evidence":"","year":"","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":0,"languages":1,"unknownLocation":1,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-taopiaopiao-customer-says-ai-support-assistant-swore-back-at-her-over-missing-refund-vouchers","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'她在10月3日中午通过淘票票APP购买两张电影票后，因个人原因申请退票'; '实付金额为55.8元，退票金额为39.8元'","relation":"supports","source_id":"s1"}],"assertion":"The customer told the paper she bought two cinema tickets in the Taopiaopiao app at midday on 3 October 2026 and asked for a refund for personal reasons; her screenshots show 55.8 yuan paid and 39.8 yuan refunded.","causal_attribution":"The customer's account and screenshots as reported by the paper."},{"id":"c2","status":"reported","evidence":[{"locator":"'对方承诺补偿两张10元代金券，但代金券一直未到账'; '发送了带有侮辱性的词汇'","relation":"supports","source_id":"s1"}],"assertion":"According to the report, a human agent promised two 10 yuan vouchers as compensation that did not arrive, and she then sent a message containing an insult in the support chat.","causal_attribution":"The customer's account as reported."},{"id":"c3","status":"reported","evidence":[{"locator":"'随后客服给出了查看代金券的操作指引，在这段回复内容里也夹杂了一句脏话'; '我是淘票票人工智能助理'; '回复最后也标注为'; '由AI智能生成'","relation":"supports","source_id":"s1"}],"assertion":"According to the chat screenshots she provided, the reply gave instructions for checking the vouchers and also contained a curse; the reporter noted the window had greeted her as Taopiaopiao's artificial intelligence assistant and the reply was labelled as generated by AI.","causal_attribution":"The paper's description of the customer's screenshots; the company's chat log was not available to the paper or to this review."},{"id":"c4","status":"reported","evidence":[{"locator":"'然后AI也开始骂我了，我看到人都傻了'; '人工客服闭口不谈这事'","relation":"supports","source_id":"s1"}],"assertion":"The customer said she was stunned when the AI swore at her, and that a human agent she then contacted would not discuss it.","causal_attribution":"The customer's own description of her reaction."},{"id":"c5","status":"reported","evidence":[{"locator":"'记者尝试将淘票票客服回应的那句骂人词语设置为昵称，发现无法操作成功'","relation":"supports","source_id":"s1"}],"assertion":"When the reporter tried to set the same word as a Taopiaopiao nickname, the app refused it as a sensitive word.","causal_attribution":"The reporter's own test, addressing commenters' suggestion that the word was her nickname."},{"id":"c6","status":"reported","evidence":[{"locator":"'由于权限问题，无法查看用户和客服完整聊天记录'; '不清楚AI客服用的是哪个大模型'; '我们会去反馈核查这件事情的，AI不应该会骂人吧'","relation":"supports","source_id":"s1"}],"assertion":"A Taopiaopiao hotline worker told the reporter on 4 October that because of permission issues they could not view the full chat, that they did not know which large model the AI customer service used, and that the matter would be checked.","causal_attribution":"The hotline worker's statement as reported."},{"id":"c7","status":"reported","evidence":[{"locator":"'目前这个事情还在核查处理中'","relation":"supports","source_id":"s2"}],"assertion":"On 5 October Taopiaopiao staff told the paper the matter was still being checked.","causal_attribution":"Company staff statement as reported."},{"id":"c8","status":"reported","evidence":[{"locator":"'目前已对相关服务完成优化，进一步完善了回复规范与风险防控能力'; '也提供了一个客户认可的补偿方案'","relation":"supports","source_id":"s3"}],"assertion":"On 6 October Taopiaopiao staff told the paper the related service had been optimised, with improved reply standards and risk prevention and control, and that the company had offered the customer a compensation plan she accepted.","causal_attribution":"Company statement as reported; it does not say whether the assistant generated the word."}],"effects":[{"label":"Customer received a curse in an AI-labelled support reply and says she was stunned (her account and screenshots, as reported)","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://finance.sina.com.cn/roll/2026-10-04/doc-iniuahce0271956.shtml","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"},{"id":"s2","url":"https://www.dutenews.com/n/article/60103595","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"},{"id":"s3","url":"https://www.dutenews.com/n/video/60103850","kind":"news_report","access":"read","language":"zh","translation_note":"Read in Chinese on 2026-10-30; translated by the research agent (an AI). Quoted passages are in the original Chinese; English renderings in the record are the agent's translation.","independence_group":"shenzhen-special-zone-daily-dute"}],"version":1,"ai_roles":["institutional_use"],"contexts":["everyday_life","finance"],"unknowns":["Whether the assistant's language model generated the word, or whether a template or the customer's own message was echoed into the reply.","The contents of the compensation plan the customer accepted.","Where the customer and the cinema are located.","Which large model the assistant uses."],"geography":{"basis":"The reports name neither the customer's location nor the cinema. The platform and newspaper are Chinese, but a provider or publisher does not locate the event, so no country is recorded.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"A Chinese newspaper reported a customer's account, with chat screenshots it inspected, that the ticket app's AI-labelled support assistant answered her complaint with a curse; the platform said it had optimised the service and compensated her. The AI label on the reply is the operator's own, and the account is attributed to the customer and the paper.","reviewed_on":"2026-10-30"},"ai_involvement":{"basis":"The paper describes the customer's chat screenshots: the support window introduced itself as Taopiaopiao's artificial intelligence assistant, and the reply that contained the curse was labelled at the end as generated by AI. That reply, sent in answer to her question about the vouchers, is the AI output connected to her distress. The company spoke of its AI customer service, said it had optimised the service's reply standards and compensated her, but did not say whether its model generated the word; the full chat log was not available.","status":"reported"},"person_relations":["communicated_with"]},"name":"Taopiaopiao customer says the ticket app's AI support assistant swore back at her over missing refund vouchers; platform later said it had optimised the service","summary":"Shenzhen Special Zone Daily and its Dute news app reported on 4 October 2026 that a customer of Taopiaopiao, Alibaba Pictures' cinema-ticket app, said its AI customer-service assistant swore at her. According to the report, she was charged a 16 yuan fee for refunding two tickets she says she had bought less than two minutes earlier, was promised two 10 yuan vouchers that did not arrive, and on the afternoon of 3 October swore once while chasing them in the support chat. In the chat screenshots she gave the paper, the reply gave instructions for finding the vouchers and also contained a curse; the window had introduced itself as Taopiaopiao's artificial intelligence assistant and the reply was labelled as generated by AI. She said she was stunned and that a human agent would not explain it. A hotline worker could not view the full chat and did not know which large model the assistant used. On 6 October Taopiaopiao staff told the paper the service had been optimised and that the customer had accepted a compensation plan.","incidentDate":"2026-10-03","incidentKind":"single_event","incidentDatePrecision":"day","exposurePattern":"single_interaction","reportedDate":"2026-10-04","aiSystem":"Taopiaopiao in-app AI customer-service assistant ('Taopiaopiao artificial intelligence assistant', replies labelled as generated by AI; the hotline worker did not know which large model it uses)","aiProduct":"Taopiaopiao AI assistant","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["psychological_distress"],"harmOutcomeSummary":"The customer says an AI-labelled support reply swore at her during a refund complaint and that she was stunned; the platform later said it had optimised the service and compensated her (one newspaper's reporting of her account and screenshots; the company did not confirm the cause).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the Taopiaopiao customer who reported the reply to the newspaper. Exact 1. No other person is described as receiving such a reply.","victimAgeRange":"unknown","platformType":"chatbot","outcomeStatus":"resolved","primarySourceUrl":"https://finance.sina.com.cn/roll/2026-10-04/doc-iniuahce0271956.shtml","primarySourceLabel":"Sina Finance (from Shenzhen Special Zone Daily/Dute), Taopiaopiao AI customer service reply, 4 October 2026","firstPublishedAt":"2026-10-30T03:09:50.881124+00:00","updatedAt":"2026-10-30T03:09:50.881124+00:00","scopeVersion":"facts-v3","tags":["customer-support-chatbot","insulting-reply","refund-complaint","ticketing-app","company-response"]}]}