Ticket 30226 - Bundle return photo request with exact approved return instructions

Manual-Answer Learning Candidate

• automation_draft_weakness: The recent automation drafts correctly prevented the customer from shipping to guessed addresses, but they stopped at a holding pattern and did not capture the next reusable intake step once support was ready to authorize the return.
• manual_reply_improvement: Matt's newer public reply moved the case forward in one message by asking for a photo before packaging, then giving the approved return path, and then asking for the shipping receipt so support can process the return cleanly.
• new_drafting_rule: Once Matt/team has actually approved a return or refund path and the exact return destination is confirmed, the next customer-facing draft should bundle three items together in one message: request a photo before packaging, provide the approved return destination, and ask for the shipping receipt/tracking after drop-off.
• confidence_effect: This is reusable as process guidance because it improves the return-intake sequence without hard-coding one customer's address or refund promise into future drafts.
• storage_decision: reviewable learning proposal safe for future Freshdesk overlays on approved return/refund tickets.

Evidence

• Earlier automation draft: private note 12386509554
• Newer public support reply: 12386585081
• Ticket context: new customer turn 12386584558

Reusable Guardrail

Do not leave a return/refund thread in a generic "do not ship yet" holding pattern once support has already decided the return can proceed. When the return is approved and the destination is confirmed, draft the full intake bundle in one message:

1. photo before packaging;
2. exact approved return destination;
3. shipping receipt or tracking after drop-off.