Separate facts from remedy
Record what happened, when it happened, what the customer experienced, and which evidence supports the account. Do not promise a credit, replacement, or exception while gathering facts.
Prepare the owner decision
Present the policy reference, customer impact, prior commitments, available options, and deadline. The support specialist prepares the case; an authorized owner approves the remedy.
Close the loop
Track the approved action, customer communication, system update, and follow-up date as separate checks. A case is not recovered merely because someone sent an apology.