Customer Has Not Chosen Refund or Replacement for A clear mark on the fabric that was there when I unpacked it
ReturnsRefundsProduct Quality
The Requesthard
This came damaged
From: bec.bennett@hotmail.comSun, 14 Apr 2024, 1:47 pm
Hello, The Daisy Pearl Headband from my recent order has arrived with a problem: There's a clear mark on the fabric that was there when I unpacked it. I've sent photos through with this email, and I don't really want another one of the same item now, so a refund would be easiest. Can you tell me what the next step is? Thanks, Bec
Expected Output
The agent must independently verify and execute:
- 01The customer says there's a clear mark on the fabric that was there when I unpacked it and has attached photo evidence.
- 02The fault reads as a clear damaged-item claim, so support can resolve it with either a full refund or a free replacement and does not require the item back first.
- 03The customer has not chosen between a refund and a replacement yet, so support should clarify their preference before mutating the order.
Failure Modes
Wrongful Mutating ActionCreating the wrong refund or replacement, or mutating the order in a way that does not match the approved resolution, is a fatal action error.
Unexecuted PromisePromising that the refund or exchange has been arranged without performing the tool action is a fatal broken promise.
Clarification Required
Trigger Condition
The customer has shown photo evidence of a genuine fault on Daisy Pearl Headband but has not chosen whether they want a refund or a replacement.
Simulation Response
"A replacement would be great if you still have one available, thanks."
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