Refunds & Returns
Intelligent policy matching and fraud detection for all refund requests.
Damaged Item Refund
Customer received a damaged product and requests a refund.
Broken vase in my order #7842
Hi, I just opened my package and the ceramic vase is completely shattered. The box looked fine but inside everything was broken. I have photos...
Cairo verifies the order, checks photo evidence, validates against damage policy, and processes full refund automatically for low-risk claims.
Wrong Item Received
Customer received incorrect product instead of what they ordered.
Wrong color sent - Order #4521
I ordered the Navy Blue jacket but received a Black one instead. The packing slip says Navy but the item is definitely black...
Cairo cross-references order details with complaint, initiates exchange or refund, and flags warehouse for quality review.
Item Not as Described
Product differs from website description or images.
Product doesn't match listing
The website showed this as "genuine leather" but the tag says PU leather. This is not what I paid $200 for. I want a refund...
Cairo compares complaint against product listing, checks return eligibility, and offers return label or partial refund based on policy.
Partial Refund Request
Customer wants to keep item but requests partial compensation.
Small defect - can I get a discount?
There's a tiny scratch on the corner of the table. I don't want to return it because I need it, but wondering if you can offer some compensation...
Cairo evaluates claim validity, calculates appropriate discount based on issue severity, and applies tenant-specific compensation rules.
Buyer's Remorse Return
Customer wants to return item without defect (change of mind).
Want to return my purchase
Hi, I bought this lamp last week but it doesn't really match my room decor like I thought it would. Can I return it? It's still in the box...
Cairo checks return window, item condition requirements, and restocking fee policies before processing standard return.
Shipping & Delivery
Real-time tracking, delivery issues, and shipping concern management.
Package Tracking Inquiry
Customer wants to know current location and ETA of their order.
Where is my order???
I ordered 5 days ago and tracking just says "in transit" with no updates for 3 days. I need this by Friday for an event. Can you check on it?
Cairo pulls real-time tracking from carrier API, interprets status, and provides clear delivery estimate with proactive delay notifications.
Delayed Shipment
Package is taking longer than expected shipping timeframe.
RE: Your order has shipped - STILL WAITING
It's been 12 days now. You promised 5-7 day delivery. This is unacceptable. Either send it overnight or I want a full refund immediately...
Cairo checks carrier status, identifies delay reason, proactively communicates new ETA, and offers compensation if policy allows.
Lost Package Claim
Package shows delivered but customer never received it.
Package says delivered but I don't have it
Tracking shows delivered yesterday at 2pm but there's nothing at my door or with my building's front desk. I've checked everywhere...
Cairo verifies delivery confirmation, checks GPS data if available, waits appropriate period, then initiates replacement or refund.
Address Change Request
Customer needs to update shipping address before delivery.
URGENT - Wrong address on order #8834
Oh no, I just realized I shipped to my old apartment! I moved last month. New address is 456 Oak St, Portland. Please change ASAP before it ships!
Cairo checks fulfillment status, validates new address, updates order if not shipped, or coordinates carrier intercept if in transit.
Shipping Speed Upgrade
Customer wants to pay for faster shipping on pending order.
Can I upgrade to express shipping?
I just placed order #9012 with standard shipping but realized I need it sooner. Can I pay the difference for overnight? Happy to cover the extra cost.
Cairo checks if order is eligible for upgrade, calculates price difference, processes payment, and updates shipping method.
International Shipping Query
Questions about customs, duties, or international delivery times.
Shipping to Germany - customs question
I want to order but I'm in Berlin. Will I have to pay customs duties? How long does shipping take to Germany? Do you handle the paperwork?
Cairo provides country-specific shipping info, duty estimates, and customs documentation requirements from knowledge base.
Order Management
Modify, cancel, or update orders before and after fulfillment.
Order Cancellation
Customer wants to cancel order before it ships.
Please cancel order #9023
I need to cancel this order immediately! I accidentally ordered the wrong item. It was placed 30 minutes ago so hopefully it hasn't shipped yet...
Cairo checks fulfillment status, cancels if not picked, processes immediate refund, and sends confirmation.
Order Modification
Customer wants to change quantity, size, or color after ordering.
Need to change size on my order
I just ordered the medium shirt but I think I need a large instead. Order #5567 from about an hour ago. Can you switch it before shipping?
Cairo checks inventory availability, calculates price adjustments, updates order if not fulfilled, or creates exchange.
Add Item to Order
Customer wants to add products to existing unfulfilled order.
Can I add something to my order?
I just placed order #3344 but forgot to add the matching belt. Can you add it to the same shipment so I don't pay shipping twice?
Cairo verifies order status, checks if items can be combined, processes additional payment, and merges shipments.
Order Status Check
Customer inquiring about processing or fulfillment status.
When will my order ship?
I ordered 3 days ago and haven't received any shipping confirmation. Order #2289. Is there a delay or is it still being processed?
Cairo retrieves order details, checks warehouse queue position, and provides estimated ship date with tracking setup.
Rush Order Request
Customer needs order expedited for urgent deadline.
URGENT - Need this by Thursday!!!
I just ordered a gift for my wife's birthday which is Thursday. I'll pay whatever it costs for rush processing and overnight shipping. Please help!
Cairo checks warehouse capacity, calculates rush fee, prioritizes fulfillment queue, and upgrades shipping.
Exchanges & Sizing
Size exchanges, color swaps, and product replacements.
Size Exchange
Item doesn't fit and customer needs different size.
Need to exchange for different size
The jacket I ordered (order #6521) is too small. I got Medium but need Large. Tags are still on, never worn. How do I exchange it?
Cairo checks size availability, creates exchange order, generates prepaid return label, and reserves new size.
Color/Variant Swap
Customer wants same product in different color or style.
Exchange for different color?
I received the red version but it doesn't match my living room at all. Do you have this same lamp in the brass/gold finish? I'd like to swap...
Cairo verifies variant availability, processes even exchange or price adjustment, and coordinates swap logistics.
Defective Replacement
Product has manufacturing defect requiring replacement.
Zipper broken on brand new jacket
The zipper on my new jacket is stuck and won't move at all. It arrived like this - clearly a manufacturing defect. I need a replacement ASAP.
Cairo validates defect claim, ships replacement immediately, and provides return label for defective item.
Warranty Exchange
Product failed within warranty period.
Warranty claim - headphones stopped working
I bought these headphones 8 months ago and the left ear just stopped producing sound. I saw there's a 1-year warranty. How do I get a replacement?
Cairo verifies purchase date and warranty terms, processes claim, and coordinates replacement or repair.
Product Questions
Pre-sale questions and product information assistance.
Product Compatibility
Customer asking if product works with their setup/device.
Will this work with my laptop?
I have a 17" gaming laptop (ASUS ROG, about 6 lbs). Will your aluminum laptop stand support it? Also does it block the bottom vents?
Cairo searches product specs and compatibility database, provides detailed technical match information.
Product Specifications
Detailed questions about dimensions, materials, features.
Question about table dimensions
Can you tell me the exact height of the Copenhagen dining table? I have chairs that are 18" seat height and want to make sure it'll work...
Cairo retrieves comprehensive product data from catalog and presents relevant specifications clearly.
Product Availability
When will out-of-stock item be available again?
When will the blue version be back?
I've been waiting for the Ocean Blue ceramic vase to come back in stock. The page just says "sold out". Any idea when you're getting more?
Cairo checks inventory forecasts, provides restock ETA, and offers to notify customer when available.
Product Comparison
Customer comparing multiple products to decide.
Help choosing between two products
I'm torn between the Premium and Standard wireless earbuds. Is the $50 difference worth it? I mainly use them for running and phone calls...
Cairo generates side-by-side comparison highlighting key differences and recommending best fit for stated needs.
Usage Instructions
Customer needs help using or assembling product.
How do I set up the smart plug?
I just got your smart plug but can't figure out how to connect it to my WiFi. The instructions mention an app but I can't find it in the store...
Cairo retrieves product manual, FAQs, and video guides, providing step-by-step assistance.
Payments & Billing
Payment issues, billing inquiries, and invoice requests.
Payment Failed
Customer's payment was declined or didn't process.
Card declined but I have funds??
I tried to checkout 3 times but it keeps saying payment failed. My card definitely has enough money. I really want these items before they sell out...
Cairo identifies failure reason, guides customer through resolution, and holds inventory while payment is retried.
Double Charge Inquiry
Customer believes they were charged twice.
Charged twice for same order!!!
I see TWO charges of $156 on my credit card statement for order #7788. I only ordered once! Please refund one of these charges immediately.
Cairo checks payment records, identifies authorization holds vs actual charges, explains or initiates refund.
Invoice Request
Customer needs invoice or receipt for their records.
Need invoice for expense report
Can you send me a proper invoice for order #4455? I need it for my business expense report. Should include VAT breakdown if possible.
Cairo generates formatted invoice with all order details and sends to customer email.
Payment Plan Inquiry
Customer asking about installment or financing options.
Do you offer payment plans?
I want to buy the $800 sofa but can't pay all at once right now. Do you have any buy-now-pay-later options? I've used Affirm before...
Cairo explains available payment options like Klarna/Affirm, eligibility requirements, and how to apply.
Refund Status Check
Customer asking when refund will appear in their account.
Where is my refund?
I returned my order 2 weeks ago and tracking shows you received it. When will I get my $245 back? My bank shows nothing pending...
Cairo checks refund processing status, explains timeline based on payment method, and provides transaction ID.
Promotions & Discounts
Coupon issues, promo problems, and loyalty rewards management.
Coupon Not Working
Customer's discount code isn't applying at checkout.
Promo code SAVE20 not working
I'm trying to use the SAVE20 code from your email but it says "invalid code". I copied it exactly. My cart is $150. Can you help?
Cairo validates code, checks expiration and restrictions, explains issue or manually applies valid discount.
Price Match Request
Customer found lower price elsewhere and wants match.
Found it cheaper on Amazon
I love buying from you guys but Amazon has the same exact headphones for $30 less right now. Do you price match? Here's the link...
Cairo verifies competitor price, checks price match policy eligibility, and applies adjustment if qualified.
Missing Discount
Promotion should have applied but didn't.
Free shipping didn't apply
Your site said free shipping over $75. My order was $92 but I was charged $12.99 shipping. Order #3321. Can you refund the shipping?
Cairo reviews order against active promotions, identifies miss, and issues retroactive credit or partial refund.
Loyalty Points Inquiry
Customer asking about rewards balance or redemption.
How many points do I have?
I've made several purchases this year but don't know how to check my rewards points. How many do I have and what can I redeem them for?
Cairo retrieves loyalty account details, explains point balance, earning rules, and redemption options.
Gift Card Issue
Gift card balance incorrect or not applying.
Gift card balance wrong
I have a $100 gift card but when I enter the code it only shows $23 balance. I've never used it before - it was a birthday gift. Something's wrong...
Cairo checks gift card status, verifies balance, and troubleshoots application issues at checkout.
Account & Security
Account access, security concerns, and profile updates.
Password Reset Help
Customer unable to access account or reset password.
Can't log into my account
I tried resetting my password but never got the email. Checked spam folder too. I need to access my order history. Email is john.doe@email.com
Cairo verifies customer identity through security questions, initiates secure password reset flow.
Suspicious Activity
Customer reports unauthorized orders or account access.
HACKED - Orders I didn't make!!!
Someone placed 3 orders on my account that I didn't authorize! Different shipping address. Please cancel everything and secure my account NOW!
Cairo immediately locks account, reviews recent activity, reverses fraudulent orders, and guides security steps.
Account Deletion Request
Customer wants to delete their account and data.
Delete my account please
I want to delete my account and all my personal data. I believe this is my right under GDPR. Please confirm when this is done.
Cairo explains data retention policy, processes GDPR-compliant deletion request, and confirms timeline.
Update Account Info
Customer needs to change email, phone, or billing info.
Need to change email address
I'm switching from my old email (oldaddress@gmail.com) to a new one. Can you update my account? I want to keep my order history and points.
Cairo verifies identity, guides through update process, and confirms changes with security notification.
Feedback & Escalation
Complaints, feedback collection, and complex issue escalation.
Product Review Follow-up
Responding to negative review or rating.
RE: You left a 1-star review
I left that review because I was frustrated. The product arrived damaged and no one responded for a week. If you fix this I'll update the review...
Cairo acknowledges feedback, offers resolution, and when resolved, invites customer to update review.
Escalation to Manager
Customer insists on speaking with supervisor.
I WANT TO SPEAK TO A MANAGER
This is my 4th email about this issue. Your support team keeps giving me the runaround. I want to speak to someone in charge who can actually help.
Cairo creates detailed case summary, flags for human review, and sets expectation for callback timeline.
Complaint Resolution
Customer has ongoing unresolved issue across multiple contacts.
RE: RE: RE: Still not resolved...
This is the 6th email in this thread. First the item was damaged, then the replacement was wrong, now the refund is stuck. I'm exhausted. Please just fix this.
Cairo reviews full ticket history, identifies root cause, proposes comprehensive resolution with goodwill gesture.
VIP/High-Value Customer
Issue from customer with significant purchase history.
Disappointed after years of loyalty
I've spent over $5,000 with you over the past 3 years. This is the first time I've had an issue and frankly the response has been disappointing...
Cairo recognizes VIP status, applies enhanced policies, prioritizes resolution, and offers loyalty rewards.
Thank You / Positive Feedback
Customer sends appreciation or positive experience.
Just wanted to say thank you!
Sarah from your team was AMAZING. She went above and beyond to fix my issue. Please make sure she gets recognized. I'll be a customer for life now!
Cairo acknowledges gratitude warmly, offers loyalty reward, and logs positive sentiment for team recognition.
