Match the customer’s complaint to the product entitlement and actual access history.
Set up the work
- Identify the file, license or account entitlement purchased.
- Keep the purchase-time description.
- Check activation, access and download records.
- Review support reports and refund actions.
Technical access and product quality are separate questions. Explain the relevant records without treating a download as evidence of satisfaction.
Use the case record
The merchant workflow connects the owner, evidence and submission record. Use the response guide when the draft is ready for review.