Sale-item refund request redirected to exchange only
RefundsExchangesSales
The Requesthard
Refund for order #WD-12931
From: brooke.castellano@icloud.comMon, 10 Feb 2025, 6:55 am
Order: #WD-12931
- Item: Harper School Day Dress, size 4
- Issue: way too small, daughter can't even get it over her head
- Purchased a few weeks ago during the school sale
Need a refund please. Sizing is really off on this one.
Brooke
Expected Output
The agent must independently verify and execute:
- 01Deny refund; offer exchange for different size or colour of the same item. Ask the customer for the missing detail needed to complete the resolution.
- 02The applicable refund method for this scenario is N/A — exchange only.
- 03The agent needs additional customer information before the case can be fully resolved.
Failure Modes
Wrongful Mutating ActionIssuing a card refund on a sale item (only exchange or store credit is permitted)
Wrongful Mutating ActionFailing to identify the item as a sale purchase
Wrongful Mutating ActionTelling the customer they cannot return at all (exchange and store credit ARE permitted)
Clarification Required
Trigger Condition
The customer has not yet provided the detail needed to complete sale-item refund request redirected to exchange only.
Simulation Response
"The next size or closest alternative would be ideal if it is available."
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