---
owner: Mia
last_reviewed: 2026-11-03
review_cadence_days: 90
next_review: 2027-02-01
version: 1.0
---

# A100: completed triage package

[Home](index.md) · [SOP](sop.md) · [Runbook](runbook.md) · [Policy](returns.md) · [Glossary](glossary.md)

The supplied order record lists A100, delivered 2026-10-20, requested 2026-11-03, condition unopened. The scenario is a domestic unused return. The dates differ by **14 calendar days**, inside the 30-day window. Record **eligible_pending_inspection**. The delivery record is supplied business evidence, not a newly obtained carrier confirmation.

| Field | Prepared state |
|---|---|
| Owner / next decision owner | Mia / Alex |
| Inspection | Pending; no inspection result supplied |
| Label request | Draft; prepared for Alex, unsent |
| Approved label / warehouse address | Missing / missing |
| Return-shipping fee | Unconfirmed; no deduction authorized |
| Label dispatch | Blocked |
| Refund status | Pending merchant approval |
| Approval reference / refund amount | Missing / unconfirmed |
| Reply / final confirmation | Draft / blocked |
| Refund executed | False |

The [case ledger](case-ledger.csv) contains these values. The [initial snapshot](../../evidence/case-ledger-initial-snapshot.json) provides a starting point before later edits. No earlier merchant ledger was supplied, so no prior operational state has been reconstructed.

## Internal handoff draft to Alex

Order A100: delivered 20 October 2026; return requested 3 November 2026; 14 elapsed days; reported unopened. Provisional eligibility is eligible_pending_inspection. Please supply an approved return label, the warehouse return address and the return-shipping fee decision before customer instructions are released. Inspection disposition is still pending. Please record your decision reference and confirmed refund amount before any final refund confirmation. No return instruction, customer reply or payment has been sent or executed.

## Customer reply draft: return request

“Thanks for contacting HarborMug about order A100. Your return request was made 14 days after delivery. Based on your report that the mug is unopened, it falls within our 30-day unused-return window, subject to inspection and approval. We are checking the return label, return address and any return-shipping fee before providing instructions. Please wait for those instructions before sending the mug back. A refund has not yet been approved.”

## Customer reply draft: care question

“Please hand-wash your HarborMug. It is not microwave safe.”

## Holding reply draft when evidence is missing

“We need to confirm the delivery details and item condition before deciding the next step. Your request is still under review. We will confirm the return instructions and any applicable return-shipping fee before you send the item back.”

## Customer reply draft for a used item or late request

“Your request needs a merchant review because of the item condition or timing. We have not approved a return or refund. Please wait for the review outcome before sending the item back.”

Mia must select the specific reason before using the last draft. All text above is unsent. No specific customer-response deadline has been approved.