# Case: Fernway Outdoor FW-20417

- Item: Rain jacket
- Amount: 80.00 fictional credits
- Purchased: 2026-02-02
- Goal: Refund received
- Status: Open — refund not received

## Timeline

| Date | What happened | Label | Source |
|---|---|---|---|
| 2026-02-02 | Purchased rain jacket, order FW-20417, 80.00 fictional credits | requested | Receipt (fixture) |
| 2026-02-10 | Merchant registered the return and asked for the item within 14 days | promised | Return label email (fixture) |
| 2026-02-12 | User posted the return item | requested | User note (fixture) |
| Undated | Merchant said they had received the return and would refund within ten business days | promised | Refund email (fixture) |

## Deadlines and gaps

- Deadline: Return was to be sent within 14 days of 2026-02-10, i.e., by 2026-02-24 (source: return label email fixture). User posted on 2026-02-12, so this window was met.
- Missing: The refund email is undated. Before I can judge whether the ten-business-day refund promise is overdue, I need the date that email was sent (or the date the merchant claims they received the return).

## Next action

1. Ask the user for the date of the undated refund email.
2. Draft a short factual follow-up to Fernway Outdoor asking for the refund status, the exact date they issued the refund, and any reference number.
3. Leave the case open until the user confirms the refund was actually received.

## Draft follow-up (not sent)

Subject: Follow-up on refund for return FW-20417

Hello,

I am writing about order FW-20417. I registered the return on 2026-02-10 and posted the item back on 2026-02-12.

You later confirmed that you had received the return and would process a refund within ten business days. As of 2026-03-03 I have not received the refund.

Could you please confirm:
- The exact date on which you received my return?
- The date the refund was issued?
- Any transaction or reference number for the refund?

Thank you.

## Outcome

Unresolved — awaiting user confirmation of refund receipt and clarification of the undated merchant email.