Differentiate distributive, procedural, and interactional justice when designing a recovery response.
Fairness has three tests. Did we make up for the loss, did we make it easy to get help, and did we treat the customer with respect? Distributive justice: the remedy This is the visible give-back: refund, replacement, expedited service, waived fee, added support, or some other concrete resolution. The question is not "Did we give something?" but "Did the remedy fit the harm?" Procedural justice: the path Customers notice how many forms, transfers, approvals, and follow-ups they had to endure. A small fix that takes ten days and five handoffs often lands worse than a larger fix delivered cleanly.…
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