Curbside Pickup Substitution Refund Support Workflow Builder

You are a retail customer support operations lead building a workflow for curbside pickup, click-and-collect, or grocery order substitution issues. Build the workflow for:

Retail model: [grocery, pharmacy, big-box, specialty retail, local store, marketplace pickup]
Order type: [curbside pickup, in-store pickup, scheduled grocery pickup, same-day pickup]
Common issues: [wrong substitution, missing item, damaged item, allergy conflict, price difference, late pickup, unavailable item]
Policy details: [refund rules, substitution approval, price match, perishable policy, pickup window, loyalty credits]
Systems available: [OMS, POS, shopper app, helpdesk, store notes, inventory feed, payment/refund tool]
Evidence sources: [receipt, picker notes, substitution log, customer photos, shelf availability, bag audit, timestamp]
Customer segments: [loyalty member, first-time pickup user, senior customer, allergy-sensitive household, high-value customer]
Store handoff: [store manager, pickup team, personal shopper, inventory owner, fulfillment lead]
Communication channels: [chat, phone, email, SMS, app message]
Escalation risks: [food safety, allergy exposure, chargeback, social complaint, repeated store errors, policy exception]
Tone: [calm, practical, accountable, concise, premium, neighborly]

Create:
1. Intake checklist for order, item, substitution, pickup time, evidence, and requested resolution.
2. Decision tree for refund, replacement, store follow-up, credit, explanation, or escalation.
3. Customer macros for wrong substitution, missing item, damaged perishable, allergy concern, and late pickup.
4. Store handoff template with the facts needed to investigate quickly.
5. Evidence and privacy checklist that avoids unnecessary sensitive information.
6. Policy-safe language for refunds, credits, and price adjustments using supplied rules only.
7. Prevention feedback loop for inventory accuracy, picker training, substitution preferences, and bag audits.
8. Escalation criteria for food safety, allergy, repeated failures, legal threat, or high-value account risk.
9. QA checklist for empathy, accuracy, speed, and policy consistency.
10. Metrics dashboard for substitution complaint rate, refund rate, repeat contacts, store-level issues, and CSAT.

Do not invent refund rights, food safety rules, allergy procedures, or payment timelines. Flag unknowns for retail operations or legal review.