# Proposed remedies and accepted customer outcomes for a complaint

Example: A business offered a replacement. The customer requested repair instead and did not accept the replacement.

By Righthand Team · 2026-10-23

Source: https://www.righthand.ai/blog/proposed-remedies-and-accepted-customer-outcomes-for-a-complaint

Use remedies as offers. Use accepted outcomes for closure, and keep a customer's alternative request.

This article is from Righthand. The story and result are illustrative.

## Two records with different meanings

A proposed remedy gives a possible response to a concern.

An accepted outcome records what the customer and owner agreed.

## The customer's situation

A business offered a replacement. The customer requested repair instead and did not accept the replacement.

The owner gives the Righthand the identified source material and relevant contacts. A Righthand is an assistant with email, text, phone, and Slack communication. [Introduction](https://docs.righthand.ai/introduction).

## The request to the Righthand

> Read the supplied offer and reply.
>
> Send the customer's alternative.
>
> Send only the owner-approved next offer.
>
> Send the owner the result in this conversation.
>
> Get approval before you change an accepted commitment.

The assistant reads the sources for their different meanings. It compares the relevant facts and sends the difference to the owner.

If the request permits contact, the assistant sends the identified question to the supplied recipient. Send the reply to the person responsible for the decision.

## An illustrative result

> The replacement remains unaccepted. The customer wants repair.

The owner gives a decision about whether repair is possible before giving confirmation of resolution.

## Set access and authority for the actual task

Supplied source material can be sufficient for the first procedure. For direct account access, a connection with the applicable operation and Righthand access is necessary. [Connections](https://docs.righthand.ai/guides/adding-your-first-connection).

For an external action, identify the recipient and task. **Ask** uses an explicit instruction or approval. Connection tool permissions are another required control. [Communications Policy](https://docs.righthand.ai/security/external-communications).

## Try the difference with one case

1. Give the assistant one example of each source.
2. Include a difference that affects the task.
3. Compare the returned difference with both sources.
4. Make sure that the test recipient receives a permitted message.
5. Examine the work in [Activity](https://docs.righthand.ai/guides/working-with-your-righthand).

A satisfactory result must keep the difference and identify the next owner decision. It must not silently replace one source with the other.

## When another approach is sufficient

A direct record or a human review can be sufficient when it gives the answer and no further conversation is necessary. A Righthand is an alternative when you want responsibility for the next information request and decision handoff.

[Compare plans](https://www.righthand.ai/pricing). [Get a Righthand](https://teams.righthand.ai).