Start with the order
Contact support with the order reference, affected product and quantity, and lot number where available. Explain whether the issue is damage, a missing item, an incorrect product, a delivery problem or a document mismatch.
Photographs & supporting details
Keep the outer packaging, protective packaging and vial labels. Include clear photographs when useful. The prototype accepts attachment names and sizes locally to demonstrate the enquiry; no file is uploaded or sent.
First-release scope
The prototype shows full-order refund examples and support-reviewed replacement requests. It does not offer split shipments, automated partial refunds or self-service exchanges. Any different launch scope needs explicit operations and interface rules.
Review & resolution
The team reviews the reported issue and relevant order records. A replacement, refund or further information request should be communicated with a reference and next step. Do not ship research materials back without specific instructions.
Cancellation requests
Request cancellation promptly. Whether an order can be cancelled depends on payment and fulfilment status. The interface shows a request as pending until a decision is recorded; it should not imply that a dispatched order has been cancelled.
Refund status & rewards
An approved refund has its own status and customer communication. The design restores reserved promotional rewards and credit for cancelled or expired example orders. Eligibility, reporting windows, refund timing and final reward-adjustment rules must be approved before publication.
Include your order reference so the team can review the details.
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