I have noticed many cases where staff have issued a complimentary review (which is very costly to us) in cases where the proper resolution>

It is extremely rare that we would want to use the complimentary re-review tool.

Since if the first reviewer did their job correctly, then a new review is not needed at all, at least not without the client paying for a second review/opinion.

If the reviewer made an objective error and/or did their job wrong in some way that warrants giving the author a whole new review at no charge, then the proper way to do that is to reject the first review so that a new reviewer reads the book under the same order and same order ID number, not place a second order which doubles are costs and tells the client that we stand by the low quality of the previous review, making the free new review seem equally worthless. A client isn't going to want a second replacement version of our product if they are unhappy with the first version. So it's also better from a client satisfaction perspective to show the client that, if a re-review is needed, we are rejecting the first review, and penalizing and/or firing the first reviewer, because it doesn't meet our standards. In short, if the client things the first sub-standard review meets are standards, they won't want a second review anyway because they would rightfully think the second review would be equally substandard.