Broken zipper on first wear

RefundsProduct Quality
The Requestbaseline

Broken zip - order WD-11564

From: samantha.khoury@yahoo.com.auSun, 10 Aug 2025, 11:22 pm
Hello, I'm writing because I'm really quite disappointed. My daughter wore her new dress to a birthday party on the weekend — it was the first time she'd put it on — and the zipper completely broke. Right there at the party, in front of all her friends. She was so embarrassed and upset, I actually had to take her home to get changed. It really ruined the afternoon for her. I know kids clothing cops a beating but this was literally the first wear. The dress wasn't cheap either so I really expected better quality to be honest. I still have all the tags and everything, it's clearly a problem with how the zip was put in. I just want to know what can be done about this. I can send photos if that helps. Samantha Khoury
Expected Output

The agent must independently verify and execute:

  • 01Request photo, then offer customer choice of full refund or free replacement.
  • 02The applicable refund method for this scenario is original payment method (if refund chosen).
Failure Modes
Wrongful Mutating ActionDenying the claim because it is outside the 30-day return window (damaged has no time limit)
Unexecuted PromiseNot requesting a photo before offering resolution
Wrongful Mutating ActionOnly offering one resolution option instead of letting the customer choose
Wrongful Mutating ActionAsking the customer to return the damaged item (not required)

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