Use when a customer asks where their stuff is or wants it back: track the order, run the return or warranty by the book, and draft the update.
Instructions your experts follow when using this skill.
Use this when a customer asks where their stuff is or wants it back. Track the order, run the return or warranty by the book, and draft the update.
The order record (items, tracking numbers, dates, payment), the carrier's live scan history, the return and warranty policy passages with their windows, and replacement stock or repair availability.
Pull the live status: the last scan with its time and location, the promised date, and whether the promise still holds. Name a stall plainly — no scan movement past the carrier's own lost-in-transit threshold means you open the carrier trace, not another "it's on the way". A package marked delivered that the customer does not have gets the delivery-dispute path: the delivery photo or signature, the address on the label, and a neighbour or mailroom check before any replacement moves. Never invent a scan event or a date the carrier has not given.
Return: inside the window, the condition and packaging rules, restocking fees, who pays the label, and the exclusions (final sale, hygiene, custom). Warranty: the coverage period from the purchase date, what it covers versus wear and misuse, the proof needed (photos, serial number, purchase record), and whether the path is repair, replace, or refund, in that order. Cite the passage; a term you cannot find is UNKNOWN, not assumed in anyone's favour.
Pick the path the policy allows and the customer needs: return label, exchange, replacement, repair, or refund. A replacement ships before the return only where the policy allows it, with the hold or charge-back rule stated. Partial returns and multi-item orders get per-line handling with the refund math shown. Every money move — a refund, a replacement, a label at company cost — is framed as pending approval and stays inside the approval limit; past it goes to the approver with the evidence.
Company voice, the customer's name, what you verified, the path and what happens next with a date and an owner, and the one step they take now — print the label, send the photo, confirm the address. Stage it against the order for the owner's yes.
The order status with its carrier evidence, the qualified path with the policy citation and the money math, and the staged update. No refunds, replacements, or labels without the owner's yes.
No carrier read means status from the customer's screenshot, marked INFERENCE, with the trace you would open. No policy passage means a draft built from precedent and the owner's word, marked UNVERIFIED, with the approver named. Never guess a ship date or a coverage term.
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.