Nothing to paste? — a $1,249 camera back two days after delivery as "defective", except the serial on the body does not match the one that shipped, the unit shows 21,438 shutter actuations, and the customer is pressing for a refund to the card by Friday. Or , rendered from a saved reply with no run and no charge.
Paste the record, not a summary
The RMA ticket, the emails, the inspection notes, the serials, the history. If you know the value and the signals, tick them too — the fraud and disposition calculator runs in your browser, free, no sign-in.
Say what policy and what is at stake
The window, the fees, the category rules and the customer's worth change the answer. A defect is the company's problem whatever the window; a top customer earns the exception; a recall leaves the returns flow entirely.
Read the immediate actions, then the reconciliation
The case and grade are argued from the page, the action is one move, the fraud signals are named or ruled out, the disposition carries the economics, and the refund is a number — fee, waiver and vendor recovery included. The reconciliation panel names anything the calculator and the assessment disagree about — a grade you set before inspection, a fee that survived a waiver — before you act on either.
Hand it off, then work it again
Copy the case note into the RMA ticket, or take JSON or CSV for the fields your system wants. There is a neutral customer reply drafted for every verdict, and an escalation checklist for whoever else has to touch it. Correct a grade or untick a stale signal and run it again — past runs are kept on your account, and the diff shows exactly what the correction changed.