How to conduct a post-mortem and handle shipping after a surge in refund requests following a TikTok Shop livestream

An hour after our TikTok Shop livestream ended last night, customer service was suddenly hit with a batch of refund requests, all concentrated on the same bundle. The warehouse said they shipped according to the orders, and the host said it was explained clearly in the livestream, but the customers were all leaving comments saying, 'I thought there were two free gifts.' I first reviewed the…