Unique replacement balances

A quick learner from West Palm Beach, Fl says:
I ordered replacement channel balances S350 (S350-17 and S350-19) for my mother but they aren't correct shoe types (too wide). Please help identify the shoe type and advise the easiest way to exchange the parts for the correct ones. Also, since I threw the original ones away for one of the windows, how long should the channel balance be for a non-tilt window that is 32" from top to bottom???
User submitted photos of a window balance.
Profile picture of Tom
Tom from SWISCO responded:
Thanks for contacting us. Yes, the Series 350 shoes are too large. This balance comes with the 15-004, which is 1-1/8" deep. It also doesn't have wings, while yours does. I think you have something more like our Series 380 balance. These come with the 15-005 shoe, which is 1" deep and has wings. Look it over and see what you think.

As for the window with a missing balance, can you tell me the size of the visible glass? That is how we usually determine length in these situations. Thanks!
A quick learner says:
The visible glass is about 28 inches in height. So what length balance should I get?
Profile picture of Paul
Paul from SWISCO responded:
In that case, I would recommend a 29" long balance.
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