aipmandy/dnaskill/customer-support-refund

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

1. Check product category restrictions:

• Promotional items: not eligible
• Custom products: not eligible
• Standard products: eligible if conditions met

1. 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