CUSTOMER SUPPORT ANALYSIS Customer Intent: The customer wants a refund because the right earbud has stopped working. The product appears to be defective, and the customer has already attempted charging it. Sentiment: Concerned — The customer is experiencing a product issue but communicates the problem calmly and directly. Urgency: Medium — The issue affects product functionality, but there is no indication of an immediate safety or critical service concern. Required Information: No additional information is required at this stage. The order was delivered 8 days ago, the product is within the 30-day return period, and the customer has provided video evidence of the defect. Policy Consideration: The product is within the 30-day return period. Under the provided policy, defective products can be returned for a replacement or refund. CUSTOMER EMAIL Subject: Refund Request for Defective Wireless Earbuds Dear Customer, We’re sorry to hear that the right earbud has stopped working, even after you tried charging it again. We understand how frustrating it can be when a product doesn’t work as expected. Since your order was delivered 8 days ago and the earbuds are within our 30-day return period, you are eligible to return the defective product for a refund or replacement. We’ve also received the video showing the issue. Please proceed with the return of the earbuds, and we’ll guide you through the next steps of the refund process. Thank you for your patience and understanding. Best regards, Customer Support Team INTERNAL NOTE Recommended Approach: Approve the defective-product return under the 30-day policy and process the customer's requested refund once the return requirements are completed. Important Considerations: The order is 8 days old and the customer has provided video evidence of the defect. The policy permits a refund or replacement for defective products. Follow-up Required: Yes — Provide the customer with the applicable return instructions and process the refund after the return is completed according to business procedure. ESCALATION STATUS Manual Review Required: NO Reason: The issue falls clearly within the stated 30-day defective-product return policy, with sufficient information and supporting evidence provided.