We have come to an agreement to extend a 5-10% compensation to customer for long lead time replacement/shipping. However, before we provide the compensation, do follow the needed process and advise customer accordingly first.
(Customer wrote in to explain what has happened)
(Agent to advise on the parcel status and where customer can check on them)
(Customer proceed to expressed frustration with the situation and inconvenience)
(Agent can proposed up to 10% refund as compensation for the inconvenience)
As soon as customer agrees, you may create an Aftersales Ticket to process the refund and resolve the ticket accordingly:
Ticket example: https://mopio.freshdesk.com/a/tickets/9414