| name | commerce-customer-service |
| description | Handle customer service operations for iCommerce. Use when managing tickets, order issues, returns, refunds, or support playbooks. |
Commerce Customer Service
Coordinate cross-domain customer support workflows.
How It Works
- Identify the customer and related orders or carts.
- Resolve the request using orders, returns, inventory, or checkout tools.
- Confirm outcomes and provide next steps.
- Document any exceptions or manual follow-up.
- Tag the interaction with resolution codes for reporting and playbook refinement.
Status Flows
- Ticket: open -> in_progress -> awaiting_customer -> resolved -> closed
- Return: requested -> approved -> items_received -> refunded
- Refund: pending -> processing -> completed | failed
Usage
- CLI: use
stateset in natural language with --apply for writes.
- MCP tools span customers, orders, products, inventory, returns, and carts.
Permissions
- Read: lookups across customers, orders, returns, carts — no
--apply needed.
- Write:
returns create, refund issue, ticket updates — requires --apply.
Examples
stateset "look up order ORD-123 for customer cust_456"
stateset returns create --order ORD-123 --reason "wrong size" --apply
stateset refund issue --order ORD-123 --amount 49.99 --apply
stateset tickets list --status open --customer cust_456
Output
{"status":"resolved","customer_id":"cust_123","order_id":"ord_123","resolution_code":"refund_issued","agent":"auto","elapsed_ms":1240}
Present Results to User
- Actions taken across domains.
- Key identifiers (customer, order, return, cart).
- Any remaining follow-up required.
- Resolution code and total handling time.
Troubleshooting
- Missing identifiers: ask for email, order number, or cart ID.
- Conflicting statuses: verify latest order or return state before acting.
resolution_code empty: ensure the playbook maps the issue type to a code in customer-service-playbooks.md.- MCP tool timeout: retry with
--timeout 30000; check stateset daemon health via stateset status.
Error Codes
CS_MISSING_IDENTIFIER: Customer email, order number, or cart ID is required to proceed.CS_RESOLUTION_UNMAPPED: The issue type has no mapped resolution code in the playbook.CS_TICKET_CONFLICT: Ticket status conflicts with the requested action; verify current state.
Related Skills
- commerce-orders -- look up or transition order status during support.
- commerce-customers -- resolve customer identity and profile data.
- commerce-sync -- verify event delivery when a customer reports missing updates.
- commerce-autonomous-engine -- check scheduled jobs that auto-resolve common tickets.
References
- references/customer-service-playbooks.md
- /home/dom/stateset-icommerce/cli/.claude/agents/customer-service.md
