What problem does it solve? Retailers lose revenue and customer loyalty when returns are handled inconsistently, fraudulently, or without empathy. This Skill provides a complete operational playbook for processing returns, exchanges, and refunds across in-store, online, and omnichannel retail while enforcing policy, detecting fraud, and retaining customers. ## Core Features & Use Cases - Return Eligibility & Processing: Structured checklists for verifying receipts, inspecting item condition, checking return windows, and calculating refund amounts including restocking fees and partial refunds. - Fraud Prevention & Escalation: Red-flag guides for receipt fraud, wardrobing, price switching, and return abuse, with a strict escalation protocol that never accuses customers directly. - Returns Analytics: Dashboard templates tracking return rates by product and reason code, financial recovery by disposition, and customer impact metrics like exchange and same-day repurchase rates. - Use Case: A store associate receives a high-value electronics return without a receipt. The Skill walks them through ID verification, serial number matching, store-credit-only policy, and manager escalation if fraud flags appear. ## Quick Start Ask the agent to process a customer return for a specific item, providing the purchase date, receipt status, and item condition.
