Use when a fraud alert fires, a payment looks stolen, an account looks taken over, or a chargeback notice lands: verify, hold-or-clear, and defend with evidence.
Instructions your experts follow when using this skill.
Use this when a fraud alert fires, a payment looks stolen, an account looks taken over, or a chargeback notice lands: verify, hold-or-clear, and defend with evidence.
You need the alert or chargeback notice, the transaction records (amount, method, date), the customer's history, and the fraud-hold authority from prefs.
Confirm the amount, method, date, and account, each labeled FACT or UNKNOWN. Pull history for velocity, new device or address, and past friendly-fraud markers. A case with no transaction record is UNKNOWN, never "confirmed fraud".
Write one block with signals for and against, each with its source. Check account-takeover signs (credential-stuffing pattern, email or password changed just before spend) separately from first-party abuse (the customer disputes their own real charge).
Clear with a one-line reason when the evidence is thin, or stage a hold for owner yes when money is still moving. Never hold funds, lock an account, or accuse the customer before the owner says yes.
Look up the reason code first and match compelling evidence to that code: the order receipt, delivery or usage proof, the customer's own messages, and the policy quote with its source, plus a short rebuttal letter. File it only after approval, then diary the representment date — the deadline for resubmitting evidence to the card network. Track win rate per code; after a loss, stage the second-chargeback or pre-arbitration path.
Log the outcome on the case: cleared, held, or defended, with the evidence IDs. Offer to draft the customer-facing line — plain, no accusation — when the owner wants contact.
Deliver the risk profile, the hold-or-clear call, and the staged hold or defense packet with its evidence list.
No transaction access means an UNKNOWN profile with the access need named, not a padded verdict. Say which record would settle it.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.