Look it up first
Same question, three answers. Only one is right.
A model doesn't know your company's rules. Retrieval-augmented generation (RAG) finds the relevant text and puts it in the prompt, so the model answers from it instead of from memory.
Customer: I bought headphones 9 days ago and opened them. Can I return them?
No retrieval
Nothing added. Only the question.
Yes, you can! QuickCart allows returns within 30 days of purchase, even if opened, as long as you have the original packaging, accessories, and your receipt or order number. You can start your return easily through your QuickCart account under My Orders.
Confidently wrongOne 120-character chunk
[chunk 1] Most items can be returned within 10 days of delivery, from the Orders page. Electronics (phones, headphones, laptops, c
I'm not sure. The provided information about returning electronics like headphones is incomplete.
Honest, not usefulTwo whole sections
[returns] Returns: Most items can be returned within 10 days of delivery, from the Orders page. Electronics (phones, headphones, laptops, chargers) are different: they can be returned only within 7 days of delivery, and only if unopened. Opened electronics can be replaced if faulty, not returned.
[damaged] Damaged or wrong items: Report a damaged or wrong item within 48 hours of delivery, with a photo of the item and the box. After 48 hours we can't accept damage claims. We pick it up free and send a replacement, or refund you if it's out of stock.
No. Electronics like headphones can only be returned within 7 days of delivery and must be unopened. Since it has been 9 days and they have been opened, they cannot be returned. (Opened electronics can only be replaced if they are faulty.)
RightReal runs on gemini-3.5-flash, 2026-10-21
Without retrieval, the real model invented a 30-day policy. With one chunk cut mid-rule, it gave up. With whole sections, it got it right.
Your bot tells customers the return window is 30 days. Your docs say 7. What went wrong?