answer: #Person1# wants to return the sweater because there is a run. #Person2# apologizes and agrees.
documents: #Person1#: I'm afraid I have to return this sweater.
  #Person2#: May I ask if there's anything wrong with it?
  #Person1#: You see, there is a run at the neck.
  #Person2#: Oh, sorry. But do you want to change it for another one?
  #Person1#: No, thank you.
  #Person2#: Okay, I am really sorry, I'll have it returned.