Chat transcript - sunglass return

luke:
    sunglass return 
Linda:
    hello, please hold
luke:
    hi , i emailed your company 2 days ago for a return number and no one has emailed me back
Linda:
    order number please
luke:
    now the problem its been over the 5 days because your company has taken so long to respond.
luke:
    i dont have the order number
Linda:
    last name?
luke:
    *****
Linda:
    please hold
luke:
    ok
luke:
    christine is the first
Linda:
    yes, I found it, order ***907. I see that is was marked for an exchange
Linda:
    did you choose the model for the exchange?
luke:
    no
luke:
    am i suppose to pick another pair of sunglasses out before i return them>
Linda:
    well, it's better this way. otherwise you will be charged 20% re-stocking fee
Linda:
    you will receive the instructions today via e-mail
Linda:
    we apologize for the delay in communication, there were some problems with our servers
luke:
    will i still be ok to send them back although its been past 5 days?
Linda:
    that is correct, don't worry about it. lets say you have until the end of the week to choose the exchange. you will still receive the instructions today and can mail the glasses to us.
Linda:
    when you have the model for the exchange, let us know via email and we will work out the way to get them to you
luke:
    did i also receive a RMA number?
luke:
    in that email
Linda:
    correct. and if the price of the exchange is higher there will be an invoice issued to cover the difference in price and shipping expenses. if the price of the exchange is lower then there will be a refund for the difference minus shippingexpenses
luke:
    ok perfect thanks for all your help!
Linda:
    you are welcome