Ticket 31265 - Replacement order takeover after customer provides address

Automation Draft Weakness

The automation treated the evidence-review stage as a normal COPYABLE REPLY: path and did not escalate once the customer had already provided the shipping address needed for fulfillment.

Manual Reply Improvement

Matt moved the case forward by publicly offering replacement parts, then confirming they would be sent after the customer supplied the address. That made the next dependency operational rather than diagnostic.

New Drafting Rule

When a customer has already provided the shipping address or equivalent fulfillment details after a replacement offer, stop drafting normal copyable replies and create HUMAN TAKEOVER REQUIRED: for Matt to generate or approve the replacement order.

Confidence Effect

This is an authoritative workflow rule for replacement-part support handling. It is a process learning, not a customer-specific shipping fact.

Storage Decision

Reviewable learning proposal plus case update.