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. Incomplete return. Ask for the missing order number, receipt date and whether the cream was opened or used. Explain the required checks before staff decide. Give no amount or payment date before approval.

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: Initial return review needs the order number, product, date received, and whether the item was opened or used. Staff check policy eligibility against the order. A refund decision follows eligibility checks, receipt and inspection. The amount and payment timeline are communicated after approval.
Case facts: The item is VELA cream. Order number, receipt date and condition are unknown. No refund approved.
Customer message: “I want to return the VELA cream. It wasn't right for me. How much will you refund and when?”
