TASK 6. CORRECT ACTIONS 

CASE 1 (Wrong item + receipt)
A customer brings a package and a receipt. The receipt says: “Headphones, quantity 1.”
You open the package and you see a phone charger.
What do you do NEXT (best action)?
A) report
B) pack
C) replace

CASE 2 (Start of any return)
A customer says: “I want to return this item.” The customer gives you a package.
What is the best FIRST action?
A) check (receipt)
B) confirm
C) pack

CASE 3 (No receipt)
A customer has a package but no receipt. The customer wants a refund.
You open the package and you see an item, but you cannot match it to any receipt.
What is the best action?
A) confirm
B) report
C) accept

CASE 4 (Receipt + package matches)
A customer has a receipt and a package. You open the package and compare. The item matches the receipt.
What do you do after you confirm?
A) accept
B) refuse
C) report

CASE 5 (Customer wants replacement)
You confirm a claim: wrong item in the package. The customer says: “I want a replacement.”
What do you do?
A) replace
B) refuse
C) pack (and do nothing else)

CASE 6 (Problem is unclear)
Receipt is old and hard to read. The customer is angry. You are not 100% sure.
What is the safest action?
A) report
B) confirm
C) accept