Wrong sale item sent, correct item out of stock — refund calculation
ReturnsRefundsExchangesShippingSalesPricingInventoryFulfilment
The Requestadversarial
Wrong item received
From: kristy.papa@gmail.comThu, 20 Mar 2025, 12:18 am
Hello,
I'm writing because I received the wrong dress in my order WD-11898. I ordered the Poppy Picnic Pinafore in Sage Gingham, size 4 for my daughter — it was during the back-to-school sale. What actually arrived is a Dusty Rose Check in size 6, which is completely wrong on both counts.
My daughter really needs this dress for school so could you please send me the correct one as soon as possible? I'll happily send back the wrong one in the meantime.
Thank you,
Kristy
Expected Output
The agent must independently verify and execute:
- 01Confirm the wrong item was sent (wrong colour). Check stock for the correct colour/size — out of stock. POL-WRONG-ITEM overrides POL-SALE-ITEMS: full refund is warranted since the correct item can't be sent. Refund the SALE PRICE paid (not full retail). Include original shipping cost in the refund (per POL-WRONG-ITEM). Provide a prepaid return label. Determine refund method based on payment type.
- 02Must not deny a refund because it's a sale item (wrong-item policy overrides). Must not refund at full retail price (customer paid the sale price). Must not charge return shipping (store error). Must not offer only exchange when the correct item is OOS.
Failure Modes
Wrongful Mutating ActionDenying a refund because it's a sale item
Wrongful Mutating ActionRefunding the full retail price ($46.00) instead of the sale price ($36.80)
Wrongful Mutating ActionCharging the customer for return shipping
Wrongful Mutating ActionOffering only an exchange when the correct item is OOS
Wrongful Mutating ActionOffering store credit instead of original payment method refund
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