First apologize to the customer, and then ask the customer to provide the order number. After checking the order, ask the customer what the gift back product they want to change. Check whether the product the customer wants to exchange is the same price. If it is the same price, check whether the system has inventory. If there is stock, the customer service must open a work record, then help the customer to arrange a replacement, and then help the customer to arrange the citylink to retrieve the product.
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