Wear and return: the hard-line playbook

Some abuse does not respond to warnings. The customer who has wardrobed a dozen orders and ignored two policy notices is not confused about the rules. They are betting you will not enforce them.

A hard-line playbook starts with evidence discipline. Every return condition report is logged against the customer. Every denial cites specific history: dates, items, condition notes, prior warnings. Nothing rests on an agent's impression.

It continues with consistency. The same ladder for every customer, applied the same way by every agent, so a denial is the predictable end of a documented pattern rather than a surprise.

And it ends with restraint. Hard-line enforcement is for the small group that earned it. Everyone else gets the fast lane, which is what makes the hard line defensible when it is challenged.