Live Transcript
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Live call 00:00
On call
Order #WF-4471928
Tracking 1Z-88E-KL2
SKU KNT-24BV-WHT
Hi, I ordered a bathroom vanity set and it arrived with a big crack down the side.
I'm really sorry to hear that. Can you confirm the order number for me?
Yeah, it's WF-4471928. I have photos of the damage if that helps.
Perfect, that helps a lot. Give me one second, I'm going to pull up the full order history.
Thanks for hanging on. Looks like you messaged us a few days ago about the delivery window too, so I know this has already been a longer wait than it should've been.
Yeah, honestly I was really hoping it would just show up in one piece at this point.
Completely fair. Good news is shipping damage like this is covered without you needing to send anything back, so let's get this fixed properly.
Sure, no rush. Just want this sorted before the weekend if possible.
Oh, perfect, thank you so much for actually taking care of this instead of just making me ship it back.
Wilma
Real-time summary, zero manual lookup
Issue Summary
Customer received a Knutsen 24" bathroom vanity set with visible shipping damage (cracked side panel). Photo evidence offered. Customer wants a refund, would like it resolved before the weekend.
Order Details, Extracted
Order
#WF-4471928
Product
Knutsen 24" Vanity
Order date
Apr 1, 2024
Delivery status
Delivered, damagedPhoto pending
Also in this order: Assembly Service
Scheduled Apr 3, 2024 · unaffected by the damaged panel
Included
Policy & Response
Surfaced proactively, nothing searched for
Active Policy: Damaged Item Refund
Surfaced automatically from the live conversation
Pre-approved: full refund, no return required with photo evidence
$25 goodwill credit authorized without escalation
1
Confirm photo evidence received
2
Process refund to original payment method
3
Offer goodwill credit, log disposition