Map the Failure to the Right Justice Fix

Customer quote: “The refund helps, but I never want to go through that process again.” Diagnose the dominant justice gap before choosing the fix The trap is interpreting every complaint as a compensation problem because money is easy to authorize and easy to count. Identify the complaint target The customer explicitly says the refund helps, which means distributive justice is partly repaired already. This tells you the outcome is not the main remaining problem. Locate the remaining pain The phrase “go through that process again” points directly to procedural justice: too much effort, repetition, delay, or confusion. The customer is…

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