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. Damage on arrival. Ask for photos of the damaged item and outer packaging. If the box is gone, ask the buyer to say so. Use the known order number. Refer the decision to staff.

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: Use the order number if already known. For initial review, request photos of the damaged item and outer packaging. If the box is gone, ask the buyer to tell you so staff can review available evidence. Staff decide on a refund or replacement after review.
Case facts: Order VS-DEMO-204. Neither photo has been provided. No refund or replacement approved.
Customer message: “The bottle in order VS-DEMO-204 arrived broken. Are you already refunding me?”
