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# How to Offer a Replacement

If a customer reports an issue with an account or other eligible product, the issue should be treated as **urgent**.

Sellers should respond within **12 hours** and generally work toward a full resolution within **24 hours**, unless another timeframe has been agreed with the customer or our Resolution Team.

The goal is to resolve the problem quickly and avoid leaving the customer with an unusable product.

---

## Step-by-Step Guide

### 1. Confirm the Issue

Start by acknowledging the customer's complaint and checking what has gone wrong.

* Verify the issue as quickly as possible
* Check whether the original product can be fixed
* Ask for any screenshots or information needed
* Keep communication in the **MitchCactus order chat**

Do not unnecessarily delay the process.

---

### 2. Offer a Replacement or Refund

If the original product cannot be fixed, give the customer a clear choice between:

* 🔄 A suitable **replacement**
* 💸 An eligible **refund**

### Example Message

> Sorry for the trouble! I can either arrange a replacement account for you or issue a refund to your store credit balance. Which would you prefer?

---

## If They Choose a Replacement

| **Do** | **Don't** |
| ---- |
| Offer one or more suitable replacement options | Send random replacement credentials without explanation |
| Make sure the replacement is reasonably comparable to the original purchase | Offer something clearly lower in value or quality |
| Confirm the customer is happy with the option before completing delivery | Pressure the customer into accepting a replacement |
| Deliver the replacement through the MitchCactus order chat | Move the resolution off-platform |
| Confirm the replacement works correctly | Mark the issue resolved before confirming access |

If multiple suitable replacements are available, give the customer options where practical and allow them to choose.

If none of the available replacements are suitable, proceed with a refund instead.

---

## If They Choose a Refund

| **Do** | **Don't** |
| ---- |
| Confirm that the customer wants a refund | Continue pushing a replacement after they've declined |
| Cooperate with the applicable refund or dispute process | Delay the refund without a genuine reason |
| Provide any information requested by MitchCactus | Attempt to handle the refund outside MitchCactus |
| Keep the customer updated until the issue is resolved | Leave the customer waiting without communication |

Where MitchCactus needs to process the refund directly, the seller should cooperate with the Support or Resolution Team so the order can be closed correctly.

---

## Never Hold a Customer's Money

A replacement is an option, not something the customer should be forced to accept.

If the customer is eligible for a refund and does not want a replacement, do not delay the resolution, keep the order open unnecessarily, or pressure them into choosing another product.

The priority should be to resolve the issue fairly and as quickly as possible.

---

## Keep Everything on MitchCactus

All communication relating to the issue, replacement, or refund should remain within the **MitchCactus order chat**.

This creates a clear record of what happened and allows our Resolution Team to review the case if needed.