Refund Handling

When to use this skill

• Customer asks about refunds or returns
• Customer wants to cancel an order
• Customer received damaged, wrong, or defective item
• Customer mentions return policy

Before Processing

1. Verify order exists using ecommerce_order_track
2. Check order date against refund window
3. Determine refund type (full/partial/store credit)

Refund Eligibility

Check these conditions:

• Within 30 days of delivery: Full refund eligible
• 30-60 days: Store credit only
• Over 60 days: No refund (offer alternatives)
• Sale items: May have different policy (check references)

Process Steps

1. Ask for order ID or email
2. Look up order and verify eligibility
3. Explain the applicable policy clearly
4. If eligible, process via woo_order_manage
5. Confirm refund details and timeline

Communication Guidelines

• Always empathize first ("I understand this is frustrating...")
• Be clear about what's possible
• Offer alternatives when refund isn't possible
• Set realistic expectations for processing time

Escalation Triggers

• Customer disputes the policy
• Complex case (multiple items, partial damage)
• Customer requests manager/supervisor
• Potential warranty claim

Reference Documents

For detailed policies, load: [references/refund-policy.md]