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What should I record if a purchase-related problem happens only sometimes?

Keep a brief description of what differed between the occasions. Do not mix separate purchases into one unexplained pattern.

What should I check when current terms differ from my saved order information?

Do not treat an unresolved difference as an automatic promise of a particular outcome. Use the designated case or support process to keep the discussion consistent.

Which purchase records should I keep for later reference?

Keep the applicable terms associated with the purchase. Keep messages about a reported issue until it is resolved.