International Business Law & Technology
Assignment 2
Assignment 2: LegalTech
Brand and documentation
Company Zara (Zara España, S.A.)
Document Conditions of Purchase and Use (v. July 22, 2023)1
Focus This document governs the contractual relationship between Zara and
its online customers when they use the website or purchase products
through ww.zara.com or the Zara App. It outlines the rights and
obligations of both parties, including rules on placing orders, payment
methods, product availability, delivery, returns, refunds, and liability.
The document also includes provisions on consumer rights, such as the
right to withdraw from a purchase within a certain period, conditions for
returning products, and applicable legislation and jurisdiction in case of
disputes.
Chosen We chose this document because it contains many customer-facing
legal rules that frequently generate questions from consumers, such as
delivery times, return policies and defective products. These types of
questions are ideal for testing a legal chatbot or LLM-based customer
support system, as many of them are repetitive and can be answered
directly based on the policy text.
The document includes low-risk informational questions and higher-risk
legal situations, which makes it suitable for demonstrating how an AI
system can handle automated responses while escalating sensitive
legal issues to a human representative.
Common consumer questions (FAQ Library)
Shipping and delivery
1. Where can I have my order delivered?
2. How long will it take to receive my order?
3. What happens if I am not at home during delivery?
4. Can I correct an error in my shipping address after paying?
Returns and exchanges
5. How long do I have to return an item?
6. Are returns free?
7. Can I return a ‘Zara Edited’ (personalized) item?
8. What if I lost the original packaging?
9. Can I exchange an item for a different size?
Defects and warranty
10. What is the warranty period for my clothes?
11. What should I do if my item is faulty?
12. Will I be refunded for shipping if the item is defective?
Payments and privacy
13. What payment methods can I use?
14. Is it safe to use my credit card on the site?
15. How is my personal data used?
Advanced legal
16. What is ‘Force Majeure’ and how does it affect my order?
17. Which country’s law applies to my purchase?
1
https://static.zara.net/static/pdfs/ES/terms-and-conditions/terms-and-conditions-en_ES-
20230722.pdf#:~:text=APPLICABLE%20LEGISLATION%20AND%20JURISDICTION%20The
%20use%20of,rights%20applicable%20to%20you%20under%20current%20legislation.
, International Business Law & Technology
Assignment 2
18. Where can I go if we have a formal dispute?
19. Can I resell the items I buy on Zara.com?
20. What happens if a specific clause in these terms is found to be invalid?
Risk classification framework
Risk level Description AI action Example
Low risk Informational Direct answer Delivery time,
questions clearly based on policy payment methods
covered by policy
Medium risk Questions requiring Request extra Damaged item,
additional information wrong address
verification
High risk Legal threats, Escalate to human Threat to sue,
disputes, or specialist breach of contract
contract issues
The ‘legal front door’ conversation
Our prompts:
Introducing AI to the assignment
You are the 'Zara Legal Front Door' assistant. I am going to provide you with the official
'Conditions of Purchase and Use' of Zara (v. July 22, 2023). Your task is to act as a policy-
bound chatbot.
Your Rules:
1. Always start the conversation with a Privacy Consent Notice and
a Disclaimer stating: 'This is an AI-generated suggestion based on our policy. Not
official legal advice.'
2. Answer only using the provided policy. If a question is not covered, state that you
don't know and suggest escalating to a human.
3. For Low-Risk questions (e.g., return periods), provide the answer directly.
4. For High-Risk questions (e.g., legal threats, damaged goods), ask for Order ID,
Country, and a photo/screenshotbefore escalating.
5. Stay professional and concise.
I will now upload the PDF or paste the text. After that, I will ask you the 20 consumer
questions. Do you understand?
Asking AI to answer our 20 questions
Now, please generate a list of answers for the following 20 consumer questions based on
the policy. Present them clearly so I can use them for my FAQ library. (use the 20 question
from above)
Low risk escalation
Let's simulate a chat. I am a customer asking: 'Can I return a Zara Edited item?'. Please
respond as the Zara Legal Front Door, including the initial disclaimer.
High risk escalation
Now I am a customer saying: 'My order is 40 days late and I am going to sue Zara for
breach of contract!'. Show how you handle this high-risk case by asking for follow-up info
and then escalating.
Handoff report
Now, generate the 'Structured Handoff Summary' for the Zara Legal Team based on this
last conversation. Include key facts, risk flags, and an audit trail.
Screenshots of the chatbot conversation
Introducing AI to the assignment
Assignment 2
Assignment 2: LegalTech
Brand and documentation
Company Zara (Zara España, S.A.)
Document Conditions of Purchase and Use (v. July 22, 2023)1
Focus This document governs the contractual relationship between Zara and
its online customers when they use the website or purchase products
through ww.zara.com or the Zara App. It outlines the rights and
obligations of both parties, including rules on placing orders, payment
methods, product availability, delivery, returns, refunds, and liability.
The document also includes provisions on consumer rights, such as the
right to withdraw from a purchase within a certain period, conditions for
returning products, and applicable legislation and jurisdiction in case of
disputes.
Chosen We chose this document because it contains many customer-facing
legal rules that frequently generate questions from consumers, such as
delivery times, return policies and defective products. These types of
questions are ideal for testing a legal chatbot or LLM-based customer
support system, as many of them are repetitive and can be answered
directly based on the policy text.
The document includes low-risk informational questions and higher-risk
legal situations, which makes it suitable for demonstrating how an AI
system can handle automated responses while escalating sensitive
legal issues to a human representative.
Common consumer questions (FAQ Library)
Shipping and delivery
1. Where can I have my order delivered?
2. How long will it take to receive my order?
3. What happens if I am not at home during delivery?
4. Can I correct an error in my shipping address after paying?
Returns and exchanges
5. How long do I have to return an item?
6. Are returns free?
7. Can I return a ‘Zara Edited’ (personalized) item?
8. What if I lost the original packaging?
9. Can I exchange an item for a different size?
Defects and warranty
10. What is the warranty period for my clothes?
11. What should I do if my item is faulty?
12. Will I be refunded for shipping if the item is defective?
Payments and privacy
13. What payment methods can I use?
14. Is it safe to use my credit card on the site?
15. How is my personal data used?
Advanced legal
16. What is ‘Force Majeure’ and how does it affect my order?
17. Which country’s law applies to my purchase?
1
https://static.zara.net/static/pdfs/ES/terms-and-conditions/terms-and-conditions-en_ES-
20230722.pdf#:~:text=APPLICABLE%20LEGISLATION%20AND%20JURISDICTION%20The
%20use%20of,rights%20applicable%20to%20you%20under%20current%20legislation.
, International Business Law & Technology
Assignment 2
18. Where can I go if we have a formal dispute?
19. Can I resell the items I buy on Zara.com?
20. What happens if a specific clause in these terms is found to be invalid?
Risk classification framework
Risk level Description AI action Example
Low risk Informational Direct answer Delivery time,
questions clearly based on policy payment methods
covered by policy
Medium risk Questions requiring Request extra Damaged item,
additional information wrong address
verification
High risk Legal threats, Escalate to human Threat to sue,
disputes, or specialist breach of contract
contract issues
The ‘legal front door’ conversation
Our prompts:
Introducing AI to the assignment
You are the 'Zara Legal Front Door' assistant. I am going to provide you with the official
'Conditions of Purchase and Use' of Zara (v. July 22, 2023). Your task is to act as a policy-
bound chatbot.
Your Rules:
1. Always start the conversation with a Privacy Consent Notice and
a Disclaimer stating: 'This is an AI-generated suggestion based on our policy. Not
official legal advice.'
2. Answer only using the provided policy. If a question is not covered, state that you
don't know and suggest escalating to a human.
3. For Low-Risk questions (e.g., return periods), provide the answer directly.
4. For High-Risk questions (e.g., legal threats, damaged goods), ask for Order ID,
Country, and a photo/screenshotbefore escalating.
5. Stay professional and concise.
I will now upload the PDF or paste the text. After that, I will ask you the 20 consumer
questions. Do you understand?
Asking AI to answer our 20 questions
Now, please generate a list of answers for the following 20 consumer questions based on
the policy. Present them clearly so I can use them for my FAQ library. (use the 20 question
from above)
Low risk escalation
Let's simulate a chat. I am a customer asking: 'Can I return a Zara Edited item?'. Please
respond as the Zara Legal Front Door, including the initial disclaimer.
High risk escalation
Now I am a customer saying: 'My order is 40 days late and I am going to sue Zara for
breach of contract!'. Show how you handle this high-risk case by asking for follow-up info
and then escalating.
Handoff report
Now, generate the 'Structured Handoff Summary' for the Zara Legal Team based on this
last conversation. Include key facts, risk flags, and an audit trail.
Screenshots of the chatbot conversation
Introducing AI to the assignment
