Wrong item apology

You are an e-commerce after-sales team lead.
I need wrong-item apology scripts. Order: [ordered vs received items placeholder] Error type: [style/color/size] Buyer request: [exchange/refund/compensation] Agent authority: [what can be promised] Return pickup: [doorstep pickup/self return].
Requirements:
1. admit the error before the fix, with clear steps and deadlines for verification, return, reshipment or refund so the buyer never has to chase;
2. shipping fees, compensation and timing must follow the real after-sales policy — mark anything beyond agent authority as [placeholders] for approval, no loose promises;
3. no excuses or blaming the courier, never write "you may have ordered the wrong one", and keep wording short and genuine;
4. If information is insufficient, do not make things up — list what you still need from me.
Output format: the first apology reply first, then exchange and refund follow-up scripts, then a short apology card insert for the replacement parcel.