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Customer Complaint Handling Guide

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Condition

What it is

Partial Defect

- repairable
- can still be used
- insignificant issues that don’t affect the function or form of the item

True Defect

- can't be worn
- unusable, unrepairable
- permanent stains
- holes
- broken stitches
- unraveled seams
- adversely affect the function, performance or appearance of a product

Longevity

- worn out
- pilling
- overused

Quality

- based on the customer's standard
- not the same as other brands
- too thin/thick
- irregular sizing

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