order-troubleshooting

name	order-troubleshooting
description	Diagnose and resolve common order issues such as delayed shipments, wrong or incorrect items, stuck or pending orders, payment failures, or packages not received. Use when a customer reports a shipping problem or any issue with their order.
metadata	{"author":"acme-commerce","version":"1.0"}

Order Troubleshooting

Use this structured workflow to diagnose order issues.

Step 1: Gather information

1. Retrieve the order using get_order.
2. Retrieve the customer record using get_customer to check for account-level issues.
3. Note the current order status and last update timestamp.

Step 2: Classify and resolve

Based on the order status, read the appropriate resolution guide:

Order status	Issue type	Resolution guide
shipped + delivery date passed	Delayed shipment	shipping-issues.md
delivered + wrong items	Incorrect items	return-process.md
pending or processing for 24h+	Stuck order	stuck-orders.md
payment_failed	Payment failure	payment-issues.md

Read the relevant guide and follow its resolution steps.

Step 3: Take action

1. Apply the resolution from the guide.
2. Update the order status using update_order_status if needed.
3. Check escalation rules to determine if the case requires supervisor involvement.
4. Summarize the diagnosis and action taken for the support agent.