A customer calls, complaining that the backpack he purchased was damaged in the wash. When the agent asks if washed it as instructed by the user manual emailed to him, the customer says he never received the manual. The agent checks his order and sees the customer likely entered his email address incorrectly. Claims for damaged items may be submitted but aren't always approved.
What should the agent do?
a. Confirm the correct email address and send him the instruction manual for the backpack
b. Confirm the correct email address and offer to file a claim for a replacement on his behalf
c. Explain that he can file a claim for a replacement but politely suggest he double-check his information
d. Explain the mistake and offer to send him the instructions for filing a claim for a replacement
e. Suggest he file a claim but explain it may not get approved since the damage was the customer's mistake