Prepare a refund or policy-exception request for the named approver, with facts, policy text, and options.
Instructions your experts follow when using this skill.
Use this whenever a customer asks for money back, a credit, or a rule to be bent.
Give the customer, plan, billing dates, amounts charged, what they asked for in their own words, and the ticket id. Add what the account record shows: usage, outages or bugs that touched them, and past credits. Mark any fact you could not verify.
Quote the refund or exception policy that applies, with its source and date. Say plainly whether the request falls inside or outside it and why. If no written policy covers the case, say so rather than guessing one.
Lay out two or three options, for example:
For each give the cost, the precedent it sets, and any chargeback or legal deadline. Name the approver and the date a decision is needed.
Never promise a refund, credit, or exception to the customer before the approver decides. Do not issue money or change billing yourself; draft only.
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.