{"schema_version":"0.10.0","id":"LR-2026-0641","record_version":1,"title":"Who Gives A Crap suspends AI agent after email error about prices","verification":{"human_verified":false,"method":"automated_gate","auto_verified":true,"score":44.8,"score_breakdown":{"source_authority":12.1,"independent_corroboration":7.0,"implicated_party_confirmed":0.0,"citation_integrity":14.0,"specificity":0.0,"completeness":4.48,"unhedged_language":5.0},"checks":{"schema_valid":true,"every_field_cited":true,"quotes_verbatim":true,"source_fetched":true,"distinct_incident":true,"dates_plausible":true,"sources_agree":true,"source_describes_incident":true,"severe_backed_by_source":true,"record_integrity":true,"eligible":true,"about_this_case":true},"gate_version":"gate-2026-10-18.7","cross_check_model":null,"cross_check_agreement":null,"duplicate_of":null,"verified_by":null,"verified_at":"2026-11-01","extraction_run_id":null,"evidence_level":{"level":"preliminary","reason":"Publisher not yet named · subject to change","original_document":null,"reports_total":1,"reports_independent":0,"reports_derivative":0,"developing":false,"disputed":false,"rules_version":"evidence-2026-10-29.1","computed_at":"2026-11-01","history":[{"date":"2026-11-01","from_level":null,"to_level":"preliminary","reason":"Publisher not yet named · subject to change"}]},"sources_hash":"704eec1ccb39827b4659947ac22eff25db8adf7d1fd28f7c2fd7a19e8ef466e4"},"system":{"model_name":null,"model_version":null,"developer":"unknown","harness":null,"tools_granted":[],"permissions_scope":null,"autonomy_level":"unknown","guardrails_present":[],"deployment_context":"unknown","tier":null,"lifecycle_stage":null,"integration_type":null,"intended_use":"writing some customer emails","safeguard_state":null,"production_intended":null},"event":{"date_occurred":null,"date_disclosed":"2026-07-08","incident_class":"operational_error","failure_class":null,"agent_involved":true,"secondary_failure_classes":[],"trigger":"unknown","duration":null,"detection_method":"unknown","summary":"Who Gives A Crap, an Australian toilet paper retailer, had an AI agent write some of its customer emails about an upcoming price rise. The agent told one customer that a bamboo toilet paper subscription would more than double in price, and a second AI-generated email reaffirmed the wrong price. The customer questioned the change with the company, which confirmed it in a reply. The company said the original email contained a typo, with the new price covering 48 rolls rather than 24. Once the problem was identified, the company shut down the email agent and sent a correcting email to the affected customer. The company said it is working on quality assurance testing for its AI agents.","tags":[],"date_detected":null,"near_miss":null,"root_cause":null,"root_cause_detail":null,"failure_class_detail":null,"responsible_party":null,"adversarial_actor":null,"input_provenance":null,"time_to_contain":null,"operations_paused":"email agent shut down","remediation":"Shut down the email agent and sent a correcting email to the affected customer","precursor_events":null,"control_chain":[{"layer":"L2","party":"harness_vendor","party_name":"Who Gives A Crap","control_id":"B3","outcome":"held","reason":null,"quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer.","source_index":0,"reviewed":false}]},"impact":{"direct_loss_usd":null,"remediation_hours":null,"records_exposed":null,"third_parties_affected_count":null,"severity":"minor","severity_because":"Test: contained to one deployer or one evaluation, routine cleanup, no third party touched. Fact: one customer received the wrong price email, the mistake was low-risk and quickly resolved, and no data or systems of others were stated to be touched.","harm_class":[],"affected_description":"one customer who was sent an email with a wrong subscription price","protected_class_involved":null,"data_categories_exposed":[],"loss_range_usd":null,"reversibility":null,"downstream_exposure_count":null},"evidence":{"sources":[{"url":"https://www.smartcompany.com.au/retail/who-gives-a-crap-suspends-ai-agent-email-error-prices-would-double/","publisher":"SmartCompany","date":"2026-07-08","type":"press","title":"Who Gives A Crap suspends AI agent after email error said prices would double - SmartCompany","archived_url":null,"attachment":"first_report"}],"per_field_confidence":{"system.intended_use":"C","event.incident_class":"C","event.agent_involved":"C","event.remediation":"C","event.operations_paused":"C","impact.severity":"C","impact.affected_description":"C","context.industry":"C","context.country":"C","impact.severity_because":"D","event.control_chain":"C","event.summary":"C","system.autonomy_level":"D","system.deployment_context":"D","event.trigger":"D","event.detection_method":"D","system.developer":"D","event.date_disclosed":"D","context.denominator_available":"D"},"field_citations":{"system.intended_use":[{"source_index":0,"quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price."}],"event.incident_class":[{"source_index":0,"quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price."}],"event.agent_involved":[{"source_index":0,"quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price."}],"event.remediation":[{"source_index":0,"quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer."}],"event.operations_paused":[{"source_index":0,"quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer."}],"impact.severity":[{"source_index":0,"quote":"While the mistake was low-risk and quickly resolved, it shows some of the teething pains faced by businesses introducing AI into their customer service functions."}],"impact.affected_description":[{"source_index":0,"quote":"But one customer received an email saying their regular deliveries of 100% bamboo toilet paper would more than double in price."}],"context.industry":[{"source_index":0,"quote":"Who Gives A Crap, a social enterprise offering direct-to-consumer toilet paper deliveries, this week informed customers that prices will rise across its range."}],"context.country":[{"source_index":0,"quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price."}],"impact.severity_because":[{"source_index":0,"quote":"While the mistake was low-risk and quickly resolved, it shows some of the teething pains faced by businesses introducing AI into their customer service functions."}],"event.control_chain":[{"source_index":0,"quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer."}],"event.summary":[{"source_index":0,"quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price."},{"source_index":0,"quote":"The spokesperson also confirmed the second email, which reaffirmed the wrong price, was generated by AI."},{"source_index":0,"quote":"The customer checked with Who Gives A Crap, questioning if that extraordinary price hike was correct."},{"source_index":0,"quote":"A Who Gives A Crap spokesperson told SmartCompany there was a typo in the original email, with the new price of $69.50 covering 48 rolls, not 24."},{"source_index":0,"quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer."}]},"notes_on_gaps":"The sources do not state the model, developer, harness, autonomy level, date of occurrence, date of disclosure, root cause, trigger, or failure class. The date of the article (2026-07-08) is not used as a disclosure date. The August 6 date is the effective date of the wrong change, not the incident date. Detection method is a judgement: the customer raised the query. Severity minor is a judgement based on one affected customer and a stated low-risk, quickly resolved mistake. Harm class none_materialised is a judgement because no loss was stated. Control I2 as missing is inferred from the company saying it is working on quality assurance testing. The PocketOS incident mentioned in the article is a different incident and is excluded. The sources conflict on 24 versus 48 rolls; the company's typo explanation is reported as its statement only. [case created by the backfill: read by claude-haiku-5-5, backfill-2026-11-01.2, 2026-11-01; not yet reviewed] [2026-11-01: evidence level set: Preliminary (Publisher not yet named · subject to change)]"},"context":{"industry":"direct-to-consumer toilet paper deliveries","org_size_band":null,"country":"AU","denominator_available":false,"denominator":null,"related_incident_ids":[],"systemic_exposure":null,"shared_model_id":null,"upstream_incident_id":null,"incident_evidence":null,"regulatory":null,"coverage":null},"narrative":{"steps":[{"step":"doing","text":"The company used an AI agent to write some customer emails.","quote":"Australian toilet paper brand Who Gives A Crap says it has suspended the AI tool it uses to write some customer emails after the agent mistakenly told a customer their subscription would more than double in price.","source_index":0,"grade":"C"},{"step":"went_wrong","text":"The agent wrote an email telling one customer their subscription price would more than double.","quote":"But one customer received an email saying their regular deliveries of 100% bamboo toilet paper would more than double in price.","source_index":0,"grade":"C"},{"step":"reached","text":"The email stated a price rise from $66 for 48 rolls to $69.50 for 24 rolls.","quote":"The email said prices would rise from $66 for 48 rolls to $69.50 for 24 rolls, effectively lifting the price per roll from $1.38 to $2.90.","source_index":0,"grade":"C"},{"step":"caught","text":"The customer questioned the price with the company.","quote":"The customer checked with Who Gives A Crap, questioning if that extraordinary price hike was correct.","source_index":0,"grade":"C"},{"step":"done","text":"The email agent was shut down and a correcting email was sent to the customer.","quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer.","source_index":0,"grade":"C"}],"model":"claude-haiku-5-5","prompt_version":"backfill-2026-11-01.2","extracted_at":"2026-11-01","source_urls":["https://www.smartcompany.com.au/retail/who-gives-a-crap-suspends-ai-agent-email-error-prices-would-double/"]},"analysis":{"sections":{"timeline":[{"text":"One customer received an email wrongly stating their subscription price would more than double.","quote":"But one customer received an email saying their regular deliveries of 100% bamboo toilet paper would more than double in price.","source_index":0,"when":null},{"text":"The customer queried the price with the company.","quote":"The customer checked with Who Gives A Crap, questioning if that extraordinary price hike was correct.","source_index":0,"when":null},{"text":"The customer happiness team confirmed the wrong change by email, starting from August 6.","quote":"The Who Gives A Crap ‘Customer Happiness Team’ responded via email, confirming the customer’s subscription “will indeed be changing from 48 rolls at $66.00 to 24 rolls at $69.50,” starting from August 6.","source_index":0,"when":"August 6"},{"text":"A second, AI-generated email reaffirmed the wrong price.","quote":"The spokesperson also confirmed the second email, which reaffirmed the wrong price, was generated by AI.","source_index":0,"when":null},{"text":"After the problem was identified, the email agent was shut down and a correcting email was sent.","quote":"Once identified, we immediately shut down the email agent and sent a correcting email to the affected customer.","source_index":0,"when":null}]},"model":"claude-haiku-5-5","prompt_version":"backfill-2026-11-01.2","extracted_at":"2026-11-01","source_urls":["https://www.smartcompany.com.au/retail/who-gives-a-crap-suspends-ai-agent-email-error-prices-would-double/"]}}