Damaged sale item qualifies for full refund exception

RefundsExchangesSalesProduct Quality

The Requesthard

Problem with the quilted coat we bought

From: ashdrummond@hotmail.comTue, 22 July 2025, 12:05 am

Hi! So we got the Hattie Quilted Coat for my daughter Phoebe and honestly she was SO excited when it arrived — she loves anything with a hood and she put it straight on the minute we opened the box! But then I noticed the seam along the left side is completely split open. Like, properly split, not just a loose thread or anything. And she hadn't even worn it outside — she literally just tried it on in the living room. I'm really disappointed because it's such a gorgeous coat otherwise. Our order number is WD-13185 if that helps. Is there anything you guys can do about this? I'd hate for it to just go to waste — Phoebe keeps asking when she can wear it haha. Thanks so much! Ash

Expected Output

The agent must independently verify and execute:

01Approve full refund or replacement (customer choice) under POL-DAMAGED exception. Ask the customer for the missing detail needed to complete the resolution.
02The applicable refund method for this scenario is original payment method.
03The refund amount or pricing treatment should be Full sale price paid.
04The agent needs additional customer information before the case can be fully resolved.

Failure Modes

Wrongful Mutating ActionTelling the customer sale items are exchange-only and refusing a refund

Unexecuted PromiseNot requesting a photo of the damage

Unexecuted PromiseNot offering the customer a choice between refund and replacement

Clarification Required

Trigger Condition

The customer has not yet provided the detail needed to complete damaged sale item qualifies for full refund exception.

Simulation Response

"Happy to provide that detail if you need it."

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