FICTIONAL INTERNAL SUPPORT POLICY v2 | APPROVED | 1 October 2026
P1. State order and tracking facts only from the verified case summary.
P2. If tracking has had no new scan for more than 48 hours, the next internal step is a carrier investigation by a support agent.
P3. Only the support lead can approve a refund. A draft must not promise or refuse a refund before that review.
P4. Give no delivery date unless the case contains a confirmed carrier delivery window.
P5. Ask for the order reference only if it is missing. Never ask for payment-card details in a reply.
P6. Do not claim an investigation, escalation or refund has happened unless the case action log confirms it.