SCENARIO FOR POOR QUALITY OR DAMAGED 

1ST RESOLUTION 
- less than 50% spoiled partial replacement 

2nd RESOLUTION 
- more than 50% spoiled replace same item or comparable item up to $10 more 

3rd RESOLUTION 
- if the replacement not accepted refund the item but don't mention the refund ask like "how would you like me to proceed the order? 

DELIVERY ISSUES 

FOR ARRIVE EARLY 

1ST RESOLUTION 
- provide information for storage until event of holiday 

2ND RESOLUTION 
- apology call to recipient 

FOR LATE ARRIVAL 

1ST RESOLUTION 
- apology call to recipient 

2ND RESOLUTION 
- refund the shipping for the item. if there are no shipping charges (free shipping coupon, Passport member), refund 20% of the price of the item. if the customer is still not satisfied, refund the item.​ 

FOR NON DELIVERY 

1ST RESOLUTION 
- determine if it is still in transit and offer a check up call to the recipient. If it truly did not arrive and is not in transit (reported as delivered), replace with same item or comparable item (up to $10 more). 

2ND RESOLUTION 
- If a replacement is not accepted, refund the item.