Colour fading after wash — borderline defect vs care issue
Product QualityConsumer Law
The Requesthard
Colour has gone all wrong
From: Keira Dunstan <keiradunstan@live.com.au>Fri, 7 Feb 2025, 1:00 am
Hi,
Not happy. Bought a dress for my daughter and it looked beautiful when it turned up. Gave it one wash and the colour has gone all patchy and washed out. Looks nothing like what I ordered.
Reckon that shouldn't happen with a brand new dress mate. What are you going to do about it?
Keira
Expected Output
The agent must independently verify and execute:
- 01Request photos of the colour change AND ask how the item was washed so the issue can be assessed properly.
- 02The applicable refund method for this scenario is depends on investigation outcome.
- 03The refund amount or pricing treatment should be depends on investigation outcome.
- 04The case requires further assessment before a final outcome can be committed to.
- 05The agent needs additional customer information before the case can be fully resolved.
Failure Modes
Wrongful Mutating ActionImmediately offering a full refund without investigating care instructions
Wrongful Mutating ActionImmediately denying the claim without investigating whether it's a defect
Unexecuted PromiseNot requesting photos
Unexecuted PromiseNot asking about washing/care method
Wrongful Mutating ActionMaking a final determination without escalating (this is a borderline case)
Clarification Required
Trigger Condition
The customer has not yet provided the detail needed to complete colour fading after wash — borderline defect vs care issue.
Simulation Response
"I can send photos through this afternoon, and I washed it on the setting the care label recommended."
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