Product exchange following a ordering error: the customer journey

Client: Hello, I just received order number DPQBVLZHE. Unless I'm mistaken, this is not the product I ordered. The electrode is approximately 8 cm long if I count the top part, which adds up to 12 cm. However, the product description on your website states that the length is 15 cm. Can we proceed with a product exchange?

Client: Thank you, D. Chabot

Technical Advisor: Hello

Technical Advisor: One moment

Technical Advisor: We can, but it functions exactly the same way.

Technical Advisor: Send me a photo of your current probe, no need to disassemble it, I will check

Client: I will go to my technical room and get back to you

Technical Advisor: Thank you

Client: Image 1

Client: Image 2

Client: Image 3

Technical Advisor: One moment, you can assemble it like this

Technical Advisor: Image