Wrong item sent on a sale order — refund override
RefundsExchangesSalesInventoryFulfilment
The Requesthard
Incorrect item received
From: Flynn Abercrombie <flynnab@protonmail.com>Fri, 14 Feb 2025, 12:00 am
Hello,
The parcel I received contains the wrong item. I ordered a specific dress for my daughter and what arrived is something else entirely. Could you please send the correct item?
Regards,
Flynn Abercrombie
Expected Output
The agent must independently verify and execute:
- 01Send prepaid return label; ship the correct sale item if in stock, otherwise full refund.
- 02The applicable refund method for this scenario is original payment method (if correct item is OOS).
- 03The refund amount or pricing treatment should be Sale price paid (if refund needed).
Failure Modes
Wrongful Mutating ActionTelling the customer they can only exchange because it was a sale item
Wrongful Mutating ActionRefusing a refund on the basis of the sale policy
Unexecuted PromiseNot sending a prepaid return label (store error = store pays return shipping)
Wrongful Mutating ActionOffering store credit instead of a full refund when the correct item is OOS
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