# A100 return reply and operations decision

This is a synthetic merchant case. A100 meets the return eligibility criteria for a full $24 item refund, subject to merchant approval. No refund, label request, customer message or account change has been executed.

## Eligibility and resolution

The return was requested on November 3 following delivery on October 20: **14 elapsed calendar days**, within the inclusive 30-day window. The single mug is unopened and unused, and the order is not final sale. The order number and changed-mind reason are already supplied; the reply does not ask the customer to repeat them.

The Skill calls for a higher-value store-credit offer for changed-mind returns. The merchant’s $27 proposal is explicitly unapproved, so it is withheld from customer copy. Mia may seek merchant approval if that alternative is desired. It must remain optional and must not displace the customer’s $24 item-refund option. Final refund approval remains outstanding.

The supplemental input supplies the approved 15% retention code, HM15-TEST, overriding the base input’s indication that no code had been created. The draft uses the supplied code without claiming to create or validate it in a store.

## Customer reply

The following is the complete English reply, also supplied separately in `customer-reply.md`. No other target language was specified.

Subject: Return instructions for order A100

Hi,

Thanks for letting us know you’ve changed your mind. Your unopened, unused mug from order A100 meets our return eligibility criteria: you requested the return 14 days after delivery, within our 30-day window, and it is not a final-sale item. You can proceed with a return for a full refund of the $24 item price, subject to merchant approval. You do not need to choose store credit.

To request your prepaid return label, reply to Mia with order number A100 and ask for the prepaid-label request instructions. After the eligibility review, Mia will provide those instructions. Print and attach only the merchant-issued label; please wait for it before sending the parcel.

Keep the mug unopened and unused. Place it in its original packaging if available, then pack it securely in a sturdy shipping box with cushioning so it cannot move around. Seal the box, remove or cover old shipping labels, and attach the merchant-issued return label clearly to the outside.

Once you have the label, confirm with Mia that your chosen drop-off desk accepts it. The supplied drop-off choices are:

- Harbor Parcel Desk — 10 Harbor Way; Monday–Friday, 09:00–17:00.
- City Parcel Desk — 20 Market Lane; Monday–Saturday, 10:00–18:00.

Keep your drop-off receipt and tracking details. Expect the refund 3–5 business days after we receive the return, subject to merchant approval. Mia can confirm any return-shipping charge and whether the original shipping charge is refundable; those details are not specified in the return policy provided.

While you wait for your refund, here's 15% off your next order: HM15-TEST. We'd love another chance to get it right!

Mia
HarborMug Support

## Operations handoff and limits

Mia should complete the eligibility review, provide the prepaid-label request instructions, and obtain the required merchant refund approval. The customer must use only the merchant-issued label. No return address, carrier, label URL or payment-method promise has been invented.

Both supplied drop-off desks are included. Customer location is absent, so the supplied 0.8 km and 1.2 km distances are not presented as verified customer distances. Carrier acceptance must be confirmed before drop-off. The refund timeline is the Skill’s 3–5 business days after receipt, with merchant approval still required; it does not begin at label request or drop-off.

The policy does not specify who ultimately bears return shipping or whether original shipping is refunded. A prepaid-label instruction does not establish that the return is free. Mia must resolve these terms before the customer ships if they affect the customer’s decision. The $24 amount is the item-refund basis only.

## Finished files and verification

- `result.md` — complete operations report and customer reply.
- `customer-reply.md` — standalone customer-facing draft.
- `decision-evidence.json` — source references, computed eligibility, refund basis and unresolved terms.

The date interval and item amount were calculated from the supplied JSON. Output checks confirmed the reply matches this report, includes both drop-off choices and the approved retention code, and preserves the approval condition. All materials are drafts for operations review; no business outcome is claimed.