What problem does it solve? Customer support agents handling return and exchange tickets often escalate cases they could resolve themselves, doubling ticket cost and frustrating customers. This Skill gives clear decision rules for when to accept a return immediately, when to refuse with a reason, and when a case genuinely needs a human. ## Core Features & Use Cases - Instant acceptance criteria: Approve returns within the window for wrong items, damaged goods, faults, or size exchanges on stocked sizes, and state when the refund or replacement arrives. - Personalised goods handling: Refuse change-of-mind returns on made-to-order items with a customer-facing reason, while still accepting faulty or wrong personalised items. - Escalation and refusal rules: Route out-of-window fault claims, third returns in a quarter, high-value orders, and open bank disputes to a person, and never refuse citing bare "policy" or offer store credit where a refund is owed. - Use Case: A customer emails that their shoes arrived damaged two weeks after delivery. The agent approves the return on the spot and tells the customer exactly when the refund lands, closing the ticket in one reply. ## Quick Start Use the returns and exchanges skill to decide whether this customer's return request should be approved, escalated, or refused, and draft the reply.
