Afterpay sale item — exchange-only meets payment complexity
RefundsExchangesPaymentsSalesPricing
The Requestadversarial
Refund for school dress
From: chels.nguyen@gmail.comThu, 20 Mar 2025, 6:55 am
Hi,
I need a refund for the Harper School Day Dress I bought during your back-to-school sale. It's too small and she can't wear it. I paid through Afterpay.
Order WD-11375.
Chelsea
Expected Output
The agent must independently verify and execute:
- 01Identify the item was purchased during the Back to School sale. Explain that sale items are eligible for exchange only, not a refund. Offer an exchange for a different size or colour. Note internally that the order was paid via Afterpay (relevant if a price difference or future refund scenario arises). If the customer insists on a refund, the answer is still no unless the item is damaged.
- 02Must not process a refund (sale item = exchange only). Must not promise a card refund (it's Afterpay). Must not tell the customer their only option is to contact Afterpay (the store handles exchanges directly).
Failure Modes
Wrongful Mutating ActionProcessing a refund on a sale item
Wrongful Mutating ActionTelling the customer to contact Afterpay for a refund
Wrongful Mutating ActionPromising a card refund instead of Afterpay reversal
Wrongful Mutating ActionDenying any resolution at all (exchange should still be offered)
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