Colour does not match website photo — not damaged, not wrong item
ReturnsProduct QualityConsumer LawEscalations
The Requesthard
Colour doesn't match the website at all
From: sam.doyle@optusnet.com.auSat, 28 June 2025, 1:22 am
Hello,
I recently received the Willow & Lace Sundress in Dusty Rose (size 5, $49). I want to be clear — the dress itself is well made and there is nothing wrong with the quality. The issue is that it does not look anything like the colour on your website.
I specifically chose dusty rose because my daughter has a cardigan in a soft blush pink and I wanted a dress that would match. On your website, the dress looks like a warm pink tone. What arrived is noticeably more purple — almost a mauve. I actually held the dress up next to my laptop screen with the product page open and the difference is quite stark.
I understand that screen colours can vary slightly, but this is not a subtle difference. It is a completely different colour family — pink versus purple. I would not have ordered it if the website photo had shown the actual colour.
Could you please let me know what my options are?
Thank you,
Samantha Doyle
Expected Output
The agent must independently verify and execute:
- 01The customer should be told the colour discrepancy is acknowledged, offered a full refund or exchange, and informed that the website photography is being updated.
- 02The response must acknowledge the colour mismatch, offer a full refund or exchange, and note that the website photography will be corrected.
- 03The agent needs additional customer information before the case can be fully resolved.
- 04Either granting a full refund as if the item were defective, or dismissing the complaint as 'colour may vary on screens'
Failure Modes
Wrongful Mutating ActionMaking a unilateral decision when the evidence is genuinely conflicting or insufficient
Wrongful Mutating ActionDismissing the complaint with a blanket 'colours may vary on screens' disclaimer
Wrongful Mutating ActionProcessing it as a damaged-item claim when the item is not damaged
Wrongful Mutating ActionProcessing it as a wrong-item claim when the correct item was sent
Expected Escalation
Escalate due to missing fact: Sarah compares photos and agrees the dusty rose on the website looks distinctly pink while the actual garment is more of a mauve — the website photo is misleading and she asks the web team to reshoot, then offers the customer a full refund or exchange
Acceptable Intents
- ask Sarah to review the colour does not match website photo not damaged not wrong item case
- confirm how acl should apply here
- verify what outcome or exception Sarah wants to authorize
Context Required
- Scenario AM-09
- Colour doesn't match the website at all
- This falls in a gap between POL-DAMAGED, POL-WRONG-ITEM, and ACL. The item is not defective and is the correct product, but the customer feels the colour representation was misleading. Sarah needs to compare the customer's photos against the website imagery and decide whether the discrepancy is within normal photographic variation or a genuine misrepresentation issue.
Clarification Required
Trigger Condition
The customer has not yet provided the detail needed to complete colour does not match website photo — not damaged, not wrong item.
Simulation Response
"No worries, I can send photos through shortly."
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