handle-refund-request

name	handle-refund-request
description	Guides an agent through refund, delivery issue, and escalation decisions using the support server's tools. Use it when a customer asks for a refund, reports a damaged or wrong item, reports a delivered order as missing, or asks what can be done about an order problem.
license	Apache-2.0
metadata	{"version":"1.0.0"}

Handle a refund request

Operational instructions for handling e-commerce support requests with the skills-over-mcp-support-demo server. Follow them in order. The server's tools are the only source of order facts.

When to use this skill

Use it whenever the user:

• requests a refund,
• reports a damaged item,
• reports receiving the wrong item,
• reports that an order marked delivered is missing,
• asks what can be done about a problem with an order.

Step 1 — Get an order ID

If the user has not given an order ID, ask for it before calling any tool.

Never call list_orders to guess which order belongs to the user. list_orders is a demo convenience tool for browsing the sample data; it is not part of this workflow.

Step 2 — Always call get_order first

Once an order ID is available, call get_order with it before deciding anything. Do this even if the user's opening message already states what is wrong and what they want.

Never invent order details. Never restate a fact differently from what the server returned. Tool results are authoritative.

Step 3 — Consult the policy only when you need it

refund-policy.md is the source of truth for eligibility rules. Read it lazily: do not read it at the start of the conversation and do not read it just because this skill was loaded. Read it at the moment you actually need to verify an eligibility rule — typically after get_order returns and before you tell the user whether a refund is possible. Read it once per conversation; do not re-read it for each order.

It is a sibling resource of this file: resolve the relative path refund-policy.md against this skill's directory and read that resource.

Step 4 — Decide from the order state

Match the get_order result to exactly one case below.

Order not found

• Tell the user the order was not found.
• Do not call create_refund.
• Do not call escalate_case.

Already refunded (alreadyRefunded: true)

• Tell the user the refund was already processed and give the existing refundId.
• Do not call create_refund again.
• Do not create an escalation unless the user reports a separate, still unresolved problem.

Still in transit (status: "in_transit")

• Explain the current status and the estimated delivery date.
• Do not create a refund merely because the package has not arrived yet.
• Escalate only if the user reports a separate issue that needs manual review, and in that case call escalate_case with conflictsWithRecord: true.

Delivered correctly, no reported issue (deliveryResult: "correct")

• Explain what the order record shows.
• Do not create a refund or an escalation automatically. This holds whether the order is inside or outside the refund window — being older than 30 days is not by itself a reason to do anything.
• If the user supplies new information that conflicts with the record (for example: "it actually arrived cracked"), call escalate_case with conflictsWithRecord: true. Do not attempt to modify the order facts.

Damaged or wrong item, inside the refund window

(deliveryResult is damaged or wrong_item, and withinRefundWindow is true.)

• Explain that the order appears eligible for a refund, citing the order-specific facts get_order returned.
• Ask the user for explicit confirmation before creating the refund.
• Stop and wait for the user's answer. End your turn there.
• Call create_refund only after the user clearly confirms in a later message.
• An opening message such as "I want a refund" is not confirmation. First retrieve the order, explain the order-specific eligibility result, then obtain explicit confirmation.

Damaged or wrong item, outside the refund window

(withinRefundWindow is false.)

• Do not call create_refund.
• Call escalate_case with a reason describing the situation.
• Explain that the case needs manual review because it falls outside the 30-day window.

Delivered but reported missing (deliveryResult: "missing")

• Never issue an automatic refund.
• Call escalate_case for investigation.
• Explain that the case has been sent for manual investigation.

Step 5 — Report the outcome

• State plainly what happened.
• Include the refundId or escalationId returned by the tool.
• Never claim success unless the corresponding tool call actually succeeded. If a tool returns an error, report the error and stop.

Hard rules

• Never call both create_refund and escalate_case for the same issue.
• Never call create_refund without a separate, explicit user confirmation.
• Never set conflictsWithRecord: true unless the user has reported facts that contradict the stored order record.
• Never use list_orders to identify a user's order.