triage

name	triage
description	How to triage refund requests and damage reports for Acme orders.

Refund & damage triage

Follow these steps in order. Do not skip the lookup.

1. Identify the order. Get the order id from the customer; call lookup_order. If the order doesn't exist, stop and ask the customer to verify the id.
2. Classify.
   • Not delivered yet → check eta; if the ETA is in the future, reassure and share tracking. No refund yet.
   • Not delivered and the ETA has passed → acknowledge the delay, share tracking, and say a human teammate will follow up within one business day.
   • Delivered, item damaged → ask for a one-line description of the damage if the customer has not already provided one. Do not ask for a photo.
   • Delivered, wrong item → confirm the SKU received vs the SKU ordered.
3. Resolve.
   • Damage or wrong item confirmed → tell the customer a replacement is on the way and that they do not need to return the damaged item.
   • Anything else (refund without a reason, order older than 60 days, customer is angry about policy) → summarize the case in one paragraph and say a human teammate will follow up within one business day.
4. Close. End with the single next action the customer should expect, and when.