CUSTOMER COMPLAINT ANALYSIS Primary Problem: Sarah ordered a medium black oversized hoodie but received a small instead. Secondary Problems: She needs the hoodie for a trip next week, making the exchange time-sensitive. She does not want to pay return shipping because the incorrect size was sent by ThreadNest Apparel. She needs instructions on what to do with the incorrectly supplied small hoodie. Customer Sentiment: Frustrated — she explicitly says the situation is “really frustrating,” but her message remains polite and solution-focused rather than angry or hostile. Urgency: High — the customer has a trip next week and needs the correct hoodie before then. The incorrect item was delivered only one day ago, and the requested replacement size is currently in stock. Desired Outcome: Exchange + faster handling — she wants the small hoodie exchanged for the correct medium size, with ThreadNest Apparel covering return shipping. INFORMATION VERIFICATION Confirmed Facts: Customer: Sarah Ahmed Order number: TN-4821 Order date: August 24, 2026 Delivery date: August 30, 2026 Ordered: Black Oversized Hoodie — Medium Received: Black Oversized Hoodie — Small Item is unworn with original tags attached. Order value: $39.99 Medium replacement is currently in stock. Order has been delivered. Customer has made no previous complaint about this order. Customer wants an exchange rather than a refund. ThreadNest Apparel's policy states that when the business sends the wrong item, it covers return shipping and provides a replacement at no additional cost. Replacement orders are normally dispatched within 2 business days after approval. Missing Information: Confirmation that the order number and item details match the fulfillment record before formally approving the exchange. The customer's return/shipping address or other return-label information, if required to arrange the return. Contradictions: None identified. POLICY CHECK Relevant Policy: The return/exchange policy specifically covers incorrect items. When ThreadNest Apparel sends the wrong item, the business covers return shipping and sends a replacement at no additional cost. The item must be unused, unworn, unwashed, and have its original tags attached. The customer meets the stated condition requirements and is within 14 calendar days of delivery. The replacement is currently in stock. The shipping policy states that replacement orders are normally dispatched within 2 business days after approval. Policy Status: Allowed RECOMMENDED RESOLUTION Recommended Action: Approve the size exchange after verifying order TN-4821. ThreadNest Apparel should: Provide a prepaid return shipping label/instructions because the wrong size was sent. Ask Sarah to return the small hoodie unused, unwashed, with its original tags attached. Arrange the medium replacement at no additional cost once the exchange is approved. Prioritize the replacement because Sarah has a trip next week, while avoiding an unsupported promise of a specific delivery date. Provide clear instructions for the small hoodie rather than requiring the customer to pay return shipping. No goodwill compensation is necessary at this stage. The requested exchange is already fully covered by policy, and there is no stated basis requiring an additional discount or compensation. Alternative Options: None necessary. The policy-supported exchange is the clearest and most appropriate resolution. CUSTOMER RESPONSE Hi Sarah, I’m sorry about the mix-up with your hoodie, especially since you need it for your trip next week. I completely understand how frustrating that must be. We’ve received your request to exchange the small hoodie for the medium size. Since the incorrect size was sent by us, you will not be responsible for the return shipping cost. Before we finalize the exchange, we’ll verify the order details and then provide the return instructions for the small hoodie. Please keep it unworn, unwashed, and with the original tags attached. The medium size is currently in stock, so once the exchange is approved, we’ll arrange the replacement at no additional cost and prioritize it for processing. Your order number is TN-4821. We’ll use this to process the exchange. Thank you for your patience, Sarah, and we apologize again for the inconvenience. Best, Customer Support ThreadNest Apparel INTERNAL STAFF NOTE Problem: Customer ordered a Medium Black Oversized Hoodie but received a Small. Customer wants an exchange and needs the replacement before a trip next week. Sentiment: Frustrated but polite and cooperative. Urgency: High due to the customer's upcoming trip. Recommended Action: Verify order TN-4821, approve exchange, provide prepaid return shipping, and arrange the Medium replacement at no additional cost. Prioritize processing where possible without guaranteeing a specific delivery date. Policy Consideration: Wrong item sent by ThreadNest → business covers return shipping and provides replacement at no additional cost. Item condition meets policy requirements. Request is within the 14-day exchange period. Missing Information: Any information needed to generate/provide the return label after order verification. Follow-up Required: Yes — verify the order, issue return instructions/label, approve the Medium replacement, and monitor replacement dispatch. PREVENTION RECOMMENDATION Implement a final size/SKU verification step during packing for clothing orders. Staff should verify the product, color, and size against the order before sealing the package. This directly addresses the fulfillment error that caused the complaint. ESCALATION STATUS Manual Review Required: NO Reason: The complaint is straightforward, falls clearly within the stated exchange policy, involves no legal, safety, fraud, or significant financial-risk issue, and the requested replacement is in stock. Standard order verification is sufficient.