Case 302 · Exchange: the size that came wrong
A complete exchange case: the boots arrived a size too big. A sample walkthrough, with a fictional business and data, generated from Atenty's case registry.
The policy that ruled this case: Paso Firme's policy: the first size exchange is free — the courier picks up the wrong pair and drops the right one.
Day 0 · 10:02 AM
The customer asks for the exchange
The trade's most common slip. If exchanging takes effort, the customer never returns.
hi! the boots arrived but in size 9 and I'm a 7 😅
Day 0 · 10:02 AM — under a minute later
She contains and fires the exchange
No form, no return-first: the right pair ships and the wrong one is picked up on the same trip.
AtentyJulieta! I opened your case, it's number 302. Under the house policy the first size exchange is free: tomorrow the courier drops your size and takes the wrong pair
great, thank you!
Day 1 · 1:20 PM
The pair arrives — confirmation
Fit is confirmed with the boots on, not with the tracking.
Atentythe new size shows delivered. do they fit well?
Day 1 · 1:41 PM
She confirms — and the case closes
Exchange closed in a day, on her word.
perfect fit! thanks for the speed
Atentycase 302 closed with your confirmation ✓ 🛡
🛡 Case 302 · Closed with the customer’s confirmation ✓
The lesson of case 302
A frictionless exchange is worth more than a discount: Julieta filed nothing, paid nothing and waited no longer than needed.