01
Resolve the purchase condition first
Use the offer terms to determine which purchase remains and whether it qualifies. The same plain-language explanation should be available to the customer and support team.
| Order change | Question to resolve |
|---|---|
| Cancellation | Does the customer still have a qualifying purchase? |
| Partial return | Do the remaining items meet the offer conditions? |
| Exchange | How is the replacement merchandise treated? |
| Change after benefit access | Which applicable program terms and support responsibilities govern the next step? |