The refund decided once
A decision reached in one exchange, with the reason written down.
NSK·SOL·04
Returns are decided three times: by a bot that cannot see the order, an agent who cannot see the policy, and a supervisor who cannot see either.
Customers tell the story again at every step, and the eventual answer is inconsistent enough to be worth arguing with.
The strip drifts.
The strip drifts. Point at a case to hold it and read the decision.
One exchange, one decision, and the policy clause that produced it written into the record.
Late, short and damaged deliveries resolved against the carrier and payment systems rather than described back to the customer.
Staff and customers get the same reading of the same policy, with its version attached.
Consumer protection rules applied as written policy, not as model judgement.
Every refusal carries a reason code the customer can read.
Decisions reviewable for six years, with the policy version attached.
Bring us the case you have not been able to close.
We will tell you which part of it is a model problem and which part is not.