Uber Eat's experience for dealing with the 90% cases for CS is pretty slick; probably some things to fix from a UX perspective, but given ground truth "I ordered 2 X and only got one" a computer delivered refund/apology without a human ever being involved.
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A ream of paper is worth about $3 and the disruption to the orderly operation of a distribution center, getting it checked for saleability and added back into inventory, etc etc swamps the value of it. We cared a lot about paper but basically zero about paper at the margin.
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Once ordered vitamins on line, the wrong ones came. Called the company, the said we'll send the right ones and yes, just keep the wrong ones. Realize now it would cost $$ to receive the wrong ones and restock them.
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