Compare the promise made at purchase with the product or service supplied.
Records to compare
- Purchase-time listing and marketing statement
- Terms shown before payment
- Delivered product or completed service
- Customer complaint and proposed resolution
Check the conclusion
Use the version the customer saw. A revised listing or policy cannot establish what was promised earlier.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.