Gift was a sale item that arrived damaged — triple policy stack
RefundsExchangesGiftsSalesProduct Quality
The Requestadversarial
Damaged gift dress
From: ella.fitzbyrne@gmail.comMon, 17 Mar 2025, 1:08 am
Hi Wattle & Daisy,
My aunt Claire Fitzgerald bought me a dress from your store for Christmas — the Daisy Lane Party Dress in lavender. I absolutely love the style of it but when I opened the parcel, the bottom of the skirt had a tear in it, about 5cm long. I was pretty gutted honestly.
I don't have the order number sorry but my aunt said she got it during the Boxing Day sale if that helps you track it down. Is there anything you can do for me?
Thanks heaps,
Ella
Expected Output
The agent must independently verify and execute:
- 01Accept the damage claim (request photos). Apply POL-DAMAGED exception to override POL-SALE-ITEMS exchange-only rule. Then apply POL-GIFT rule: since the claimant is the gift RECIPIENT, the refund is issued as store credit to the recipient — not refunded to the original purchaser's card. Offer replacement as an alternative.
- 02Must not deny the refund because it's a sale item (damaged exception applies). Must not refund to the purchaser's card (it's a gift, so recipient gets store credit). Must not contact the original purchaser about the damage or the refund.
Failure Modes
Wrongful Mutating ActionDenying the claim because it's a sale item
Wrongful Mutating ActionRefunding to the purchaser's payment method instead of recipient store credit
Wrongful Mutating ActionContacting the original purchaser about the damage
Wrongful Mutating ActionOnly offering exchange (ignoring the damaged exception)
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