A Woolworths customer in New South Wales who requested a $70 refund for missing order items instead had the refund request cancelled by the retailer’s AI chatbot, “Olive,” when he messaged to check its status. The bot repeated the same response when the customer tried to correct the mistake, and he was only able to resolve the issue after being escalated to a human representative, who processed the refund. Woolworths said a small technical issue affecting a handful of customer interactions had been identified and resolved; it was not the chatbot’s first public misstep, after earlier complaints that Olive had described fabricated personal memories during routine interactions.