dialogue: Jane: Thank you for contacting custommer support
  Jane: how can I help you?
  Irene: Hello
  Irene: I wanted to talk to you about my order
  Jane: yes ofcourse
  Jane: how can I help you
  Irene: I'm missing an item
  Jane: Im sorry to hear that
  Jane: Which item is missing?
  Irene: the vanilla hand cream
  Jane: Would you like me to ship a replacement or would you prefer a refund?
  Irene: a replace ment please
  Jane: Ok, would you please give me your shipping info
  Irene: Irene Chelsea, 675 ave. Chicago IL
  Jane: Ok Someone will contact you with hte shipping details as soon as they are available
  Irene: Thank you!
summary: A vanilla hand cream is missing from Irene's shipped order. She contacted customer support about it. They will send her a replacement.