Defective shoes outside return window — ACL overrides, box not needed
ReturnsRefundsProduct QualityConsumer LawProduct Categories
The Requestadversarial
Shoes falling apart
From: dani.keogh@outlook.com.auSun, 23 Mar 2025, 9:50 pm
Hey,
So we bought the Poppy Party Mary Janes maybe six weeks ago and already the sole on the left one has come completely unglued from the shoe. My daughter's only worn them a handful of times — school, the shops, nothing rough. They just came apart.
I've already chucked the box sorry, didn't think I'd need it.
Pretty disappointed tbh. $50 shoes shouldn't fall apart after a few wears. What can you do about it?
Dani
Expected Output
The agent must independently verify and execute:
- 01Recognize this as a manufacturing defect claim (sole ungluing after 6 weeks = not of acceptable quality). Apply POL-ACL: no time limit, customer chooses refund or replacement. The shoe box requirement from POL-RETURN category conditions does NOT apply to ACL/defect claims. Request photos of the damage per POL-DAMAGED. Process as major failure — customer chooses remedy.
- 02Must not deny the claim because it's outside 30 days. Must not deny because the shoe box is missing. Must not insist on repair only (this is a major failure — customer chooses). Must not apply the worn-soles inspection rule (the soles wore because of the defect).
Failure Modes
Wrongful Mutating ActionDenying the claim because it's outside 30 days
Wrongful Mutating ActionDenying because the shoe box is missing
Wrongful Mutating ActionInsisting on repair instead of customer's choice
Wrongful Mutating ActionApplying the worn-soles rule to a defect claim
Wrongful Mutating ActionTreating this as a normal return instead of an ACL claim
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