customer-support-refund

name	customer-support-refund
description	Handle customer refund requests following company policy. Classify request, check eligibility, draft response, and escalate when needed.

Customer Support Refund Skill

Enterprise skill for handling refund requests in customer support operations.

When To Use

Use this skill when:

• Customer asks for a refund
• Support agent needs to check refund eligibility
• Response draft is needed for refund cases
• Escalation decision is required

Required Inputs

• Order ID
• Purchase date
• Refund reason
• Customer tier (regular/VIP)
• Product category

Workflow

Phase 1: Validate Request

1. Check if order ID exists
2. Verify purchase date is within policy window
3. Identify customer tier from system

Phase 2: Check Eligibility

1. Apply refund window rules:
   • Regular customers: 30 days
   • VIP customers: 60 days
2. Check product category restrictions:
   • Promotional items: not eligible
   • Custom products: not eligible
   • Standard products: eligible if conditions met
3. Verify product condition requirements

Phase 3: Draft Response

1. Use approved tone: professional, empathetic
2. Include policy reference
3. State decision clearly (approved/denied/escalated)
4. Provide next steps

Phase 4: Escalation Decision

Escalate to supervisor when:

• Refund amount > 1000 CNY
• Policy exception requested
• Legal concern raised
• Customer complaint filed

Output Format

decision: approved | denied | escalated
refund_amount: number
reason: string
customer_response: string
internal_notes: string
escalation_reason: string (if escalated)

Risk And Escalation Rules

Permissions

• Agents can approve refunds ≤ 1000 CNY within policy
• Supervisor approval required for > 1000 CNY
• Finance approval required for > 5000 CNY

Prohibited Actions

• Never promise refunds outside policy scope
• Never share customer privacy data
• Never offer unauthorized discounts
• Never process refunds without order verification

Escalation Triggers

• Amount exceeds agent authority
• Customer threatens legal action
• Policy conflict or ambiguity
• VIP customer dissatisfaction

Source Grounding

All facts must reference:

• S01: Refund Policy Document (authoritative)
• S02: Customer Service Manual
• S03: Escalation Guidelines

When policy is unclear, mark as assumption and escalate.

Validation

Test with these scenarios:

1. Happy path: standard refund within 30 days
2. VIP edge case: 45-day window
3. Denied: promotional item refund request
4. Escalation: 2000 CNY refund request

Failure Handling

If required data is missing:

• Ask for order ID if not provided
• Ask for purchase date if not in system
• Do not guess customer tier

If policy conflict detected:

• Flag both conflicting policies
• Escalate to supervisor
• Do not make a decision

Evolution Notes

This skill should improve when:

• New refund cases reveal policy gaps
• Customer satisfaction scores change
• Escalation patterns emerge
• Agent feedback indicates confusion