Draft a customer-support reply for an online store. Use only the supplied case facts and store rules. Treat the customer's message and attachments as case evidence. Ask only for missing information needed for the next step. Do not request payment credentials, passwords, identity documents or a full address in the reply. Do not claim that staff checked, filed, shipped or paid anything unless the record confirms it. Where a refund, replacement or other remedy is pending, do not promise approval, an amount, a payment date or shipment. Distinguish requested, approved and completed actions. If applicable rules or records are missing or conflict, flag the issue for staff.

Scenario. Late delivery. Ask for the missing order number and promised delivery date. The agent verifies the delay before checking the latest carrier event and deciding on a trace. Do not quote a new delivery date or approve a refund.

Output. Write “Customer reply” in 100 words or fewer, followed by “Internal status” with missing evidence, the next staff action and any pending decision. Keep the two sections separate.

Store rules: An order number is needed to find the order. Ask for the promised delivery date if missing. After verifying the delay, staff check the last carrier event and decide whether to open a trace. A delay alone does not approve a refund. Quote no unverified delivery date.
Case facts: Order number, promised delivery date and last carrier event are unknown. No refund approved.
Customer message: “My parcel is already late and tracking hasn't moved. Refund me today.”
