Do not confuse the words "Ordnung" and "Fähigkeit". These have little (if anything) to do with one another. The first is mandatory, the second is optional (and sometimes even mutually exclusive if it conflicts with the first).

That the WorldShop would have a customer service system to deal with problems is self evident. That such system is practical, functional, and/or logical is an entirely different matter.

When one considers that the core of solving a customer problem is the implicit admission that an error has been made and needs to be corrected, it is not difficult to understand why the customer experience is not always optimal.