* when a customer reports that the parcel arrived damaged, ask for the order number and a photo of the damage * if there is no photo, ask for it again, and if the customer cannot send it, hand over the case to the complaints team * check the order in the system; if more than 14 days have passed since delivery, hand over the case to the complaints team * ask whether the customer prefers a replacement, a refund or a discount on the next purchase * for a replacement, create a replacement order if the product is in stock; if not, go to the refund * if the refund is above 500 EUR, hand over the case to the shift lead, a smaller refund is ordered right away * for a discount, offer up to 15%, and if the customer declines, up to 25%; if they decline again, go to the refund * when closing the case, apologise to the customer and say the confirmation will arrive by email within 24 hours