{ "schema": "aiblocks-page/1", "id": "agency-retail-customer-returns", "type": "agent", "name": "Retail returns response writer", "summary": "Check a return against your policy, work out the refund and get a kind reply to the customer. Paste the request, the order and your return rules.", "headline": "Retail returns response writer", "subhead": "Paste a return or refund request, the order details and your return policy. It checks the return window, the item's condition and any limits, works out the refund, and writes a reply that leads with what you can do. It also flags anything a manager must approve.", "job": { "id": "help-customers", "name": "Help your customers" }, "level": "intermediate", "thinking": "high", "tested": true, "updated": "2026-10-28", "first_published": "2026-10-26", "inputs": [ { "type": "source_text", "required": true, "label": "Source text", "what": "a long source in full: an article, a video or talk transcript, or notes from a book, with its title, author and link" }, { "type": "question", "required": false, "label": "Question", "what": "the problem, decision or piece of work you want help with, and what a good outcome looks like" }, { "type": "policy", "required": true, "label": "Policy", "what": "a written policy or set of rules, such as a returns policy, a privacy policy or a staff handbook section, with the date it starts" } ], "outputs": [ { "type": "copy_draft", "required": true, "label": "Copy draft", "what": "a draft of any copy (ad, page, email or script) that a check or edit pass works on" } ], "you_give": [ "The customer's return or refund request, copied as written", "The order details, such as item, price paid, purchase date, how they paid and the item's condition", "Your written return policy, including the window, condition rules, final sale items and any restocking fee", "Your refund options, such as original payment, store credit or exchange, and which need a manager (optional)", "Your past return reasons in a list or sheet, if you want a pattern review (optional)" ], "you_get": [ "A return check that shows the window, the condition, the category rules and the result, each with the reason", "The refund amount worked out, with any deduction and the method", "A reply to the customer that leads with what you can do", "A list of what needs a manager, and an internal note if anything looks wrong", "A suggested next step for the item, such as restock, open box, vendor return or hold" ], "use_when": [ "A customer asks to return an online order after the window, and you need to know if you can say yes.", "A shopper wants a refund for a damaged or wrong item, and you want a reply that keeps them.", "A return has no receipt, or is a gift, and you are not sure of the refund method.", "You want to turn your return reason notes into a list of what to fix, such as sizing or damage in transit." ], "skip_when": [ "The customer says they will take legal action or go to a regulator. Pass it to the person who handles disputes. Do not send an AI draft.", "A card payment is already disputed, and you must send proof of the order and delivery. Use the Chargeback evidence gatherer.", "You only need a quick refund reply for an online store. The Refund request reply writer is simpler.", "You want an angry customer calmed, with no return at issue. Use the Angry customer reply writer.", "You need a legal answer on the refund rights where you sell. Ask a local adviser. It cannot confirm consumer law." ], "output_sample": { "input": [ "The customer's return or refund request", "The order details, such as price, date, payment method and condition", "Your written return policy", "Which refund options you offer (optional)" ], "prerequisites": [ "Your own return policy in writing, because it cannot guess your window or fees", "A person to check the refund in your store or order system" ], "output": [ { "name": "Case", "contains": "What the customer asks for, the item and dates, and any facts that are missing." }, { "name": "Policy check", "contains": "The window, condition and category result, one line each, with the reason." }, { "name": "Decision and refund", "contains": "Eligible or not, the refund amount with any deduction, and the method." }, { "name": "Needs a manager", "contains": "Late, no-receipt or high-value cases that need approval before you reply." }, { "name": "Internal note", "contains": "Any fraud signs, kept for a manager and never put in the customer reply." }, { "name": "Reply to the customer", "contains": "A kind reply that says what you can do and offers another path if it is a no." }, { "name": "Item and record", "contains": "What to do with the item, a reason code, and a log of any exception." } ] }, "output_shape": "CASE\n customer ask | item | price | bought | paid by | condition \n MISSING: \n\nPOLICY CHECK\n window | condition | category rule | receipt \n\nDECISION AND REFUND\n | refund | deduction | method \n\nNEEDS A MANAGER\n | why | or \"none\"\n\nINTERNAL NOTE (never shown to the customer)\n \n\nREPLY TO THE CUSTOMER\n \n\nITEM AND RECORD\n next step | reason code | exception logged \n\nCHECKS\n | ASSUMED: ", "how_to_use": [ "Download the pack from this page and add it to your AI as a skill. Or paste SKILL.md into a new chat, then paste references/source-agent.md after it.", "Paste the customer's message, then the order details, then your full return policy. Use your own policy wording, not a summary.", "Say how the customer paid and what the customer asked for, such as a refund, an exchange or store credit.", "Check the sums and dates yourself. Make sure the days since purchase and the refund amount are right.", "If it lists a manager approval or an internal flag, send that to the manager. Never show the internal note to the customer.", "Check the reply against the consumer rules where you sell. A person sends it and does the refund in your system." ], "checks": [ "The days since purchase and the refund amount are right when you check them by hand.", "Every no is matched to a line in your policy, and the reply offers another path.", "Fraud signs appear only in the internal note, never in the customer reply.", "It marks missing facts and does not guess a price, a date or a fee.", "It says to check local consumer rules and does not claim legal certainty." ], "next": [ { "name": "Angry customer reply checker", "url": "https://useaiblocks.com/skills/angry-customer-reply-checker", "why": "Angry customer reply checker" } ], "source": { "by": "Michael Sitarzewski and Agency Agents contributors", "repo": "msitarzewski/agency-agents", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/retail-customer-returns.md", "licence": "MIT", "original_name": "Retail Customer Returns", "commit": "b37b5bb33b78f2c1d6567d98e25ca818e3259219" }, "credits": [ { "title": "Retail Customer Returns", "by": "Michael Sitarzewski and Agency Agents contributors", "url": "https://github.com/msitarzewski/agency-agents/blob/b37b5bb33b78f2c1d6567d98e25ca818e3259219/specialized/retail-customer-returns.md", "used": "Original agent profile, preserved in references/source-agent.md; AI Blocks adds setup and review instructions." } ], "files": [ "LICENSE", "references/source-agent.md", "SETUP.md", "source.json" ], "links": { "page": "https://useaiblocks.com/agents/agency-retail-customer-returns", "markdown": "https://useaiblocks.com/agents/agency-retail-customer-returns.md", "json": "https://useaiblocks.com/agents/agency-retail-customer-returns.json", "instructions": "https://useaiblocks.com/skills/agency-retail-customer-returns/SKILL.md", "download": "https://useaiblocks.com/skills/agency-retail-customer-returns.zip", "api_item": "https://useaiblocks.com/api/v1/items/agency-retail-customer-returns", "api_document": "https://useaiblocks.com/api/v1/documents/agent/agency-retail-customer-returns", "mcp": "https://useaiblocks.com/mcp" } }