AI Order Tracking, Returns & Refund Resolution Agent
by Shandra
Automates repetitive e-commerce support for order tracking, shipping explanations, returns, exchanges, refunds, damaged items, wrong items, missing items, and escalation routing.
- Automate tracking and shipping status explanations for customers.
- Verify return eligibility based on item condition and store policy.
- Collect evidence for damaged, wrong, or missing items.
$9.99
· or 50 creditsSecure checkout via Stripe
Included in download
- Verify return eligibility based on item condition and store policy.
- Collect evidence for damaged, wrong, or missing items.
- file_write, file_read, browser automation included
- Ready for Compatible with ChatGPT Custom GPTs
Shandra is a top-ranked AI prompt creator and premium agent skill builder with an established track record in the AI mar…
See it in action
You say
Store/brand: LunaWear Fashion
Platform: Shopify
Customer message: It says delivered, but I never received it.
Order number: #LW10482
Email used at checkout available: Yes
Tracking number: 1Z999AA10123456784
Carrier: UPS
Order status: Fulfilled
Fulfillment status: Shipped
Delivery status: Delivered according to carrier tracking
Return status: Not applicable
Refund status: Not applicable
Product/category: Fashion apparel
Item condition: Unknown because package was not received
Date ordered: June 18
Date shipped: June 20
Date delivered: June 24
Date return initiated: Not applicable
Date return delivered: Not applicable
Shipping policy: Standard shipping usually takes 3-7 business days after fulfillment. Delivered-not-received cases require customer confirmation and carrier review.
Return policy: 30-day returns for unworn items with tags attached. Final sale items are excluded.
Refund policy: Refunds are issued after returned items are received and inspected. Bank processing may take additional time.
Exchange policy: Size exchanges are allowed if the requested size is in stock and the item is eligible.
Warranty/damaged item policy: Damaged or wrong items require photos of the item and packaging.
Customer region: United States
Need output: Delivered-not-received workflow, customer-facing reply, internal note, escalation decision, and JSON table
Tone: Friendly, calm, apologetic, and professional
Special constraints: Do not promise a refund or replacement before review. Do not ask for sensitive payment information.
Your agent does
=== DAMAGED WRONG OR MISSING ITEM WORKFLOW ===
Issue type: Delivered but not received
Customer statement: “It says delivered, but I never received it.”
Order details: Order number: #LW10482 Carrier: UPS Tracking number: 1Z999AA10123456784 Order status: Fulfilled Fulfillment status: Shipped Delivery status: Delivered according to carrier tracking Delivery date: June 24 Customer region: United States
Priority: High
Customer-facing response: I’m sorry — I know that is frustrating. I can help route this for review.
The tracking currently shows the package as delivered, but if you did not receive it, please check the mailbox, front desk, parcel locker, building reception, nearby delivery area, and household members or neighbors in case the carrier left it somewhere nearby.
Please confirm whether you have checked those locations. You do not need to share any card details, passwords, or one-time codes.
Once confirmed, support can review the tracking details and follow the store’s delivered-not-received process with the carrier if needed.
Required information:
- confirmation that the customer checked mailbox, front desk, parcel locker, building reception, nearby delivery area, household members, or neighbors
- confirmation of the delivery address in privacy-safe form if support workflow allows it
- any carrier delivery photo or delivery note if available
- whether the customer has contacted the carrier yet
Resolution path:
- Confirm customer checked nearby delivery locations.
- Verify tracking details and delivery timestamp.
- Confirm shipping address according to privacy-safe support rules.
- Escalate to human support for carrier/store review.
- Do not promise refund or replacement until the review is completed.
Escalation needed: Yes
Escalation reason: Delivered-not-received cases require human review and may require carrier investigation or store policy review.
Internal note: Customer reports package not received even though UPS tracking shows delivered for order #LW10482. Tracking number: 1Z999AA10123456784. Delivery date: June 24. Customer needs delivered-not-received review. Ask customer to confirm local checks and escalate for carrier/store review. Do not promise refund or replacement before review.
QA checks:
- Do not promise refund or replacement.
- Do not blame customer or carrier.
- Do not ask for full payment details.
- Confirm customer checked nearby delivery locations.
- Escalate after required information is collected.
- Follow delivered-not-received policy.
=== JSON SUPPORT RESOLUTION TABLE ===
{ "store_name": "LunaWear Fashion", "case": { "case_type": "delivered_not_received", "priority": "high", "customer_message": "It says delivered, but I never received it.", "order_number": "#LW10482", "customer_email_present": true, "known_status": "Fulfilled and shipped. Carrier tracking shows delivered.", "policy_context": "Delivered-not-received cases require customer confirmation and carrier review." }, "required_information": [ { "field": "local delivery location check confirmation", "reason": "Customer should confirm whether mailbox, front desk, parcel locker, building reception, nearby delivery area, household members, or neighbors were checked.", "privacy_note": "No sensitive payment information is required." }, { "field": "privacy-safe address confirmation", "reason": "Support may need to confirm that the package was sent to the intended address.", "privacy_note": "Use the store’s privacy-safe address confirmation process." }, { "field": "carrier delivery proof if available", "reason": "Carrier photo or delivery note may help support review the case.", "privacy_note": "Do not request unnecessary personal documents." } ], "resolution": { "customer_response": "I’m sorry — I know that is frustrating. The tracking currently shows the package as delivered, but if you did not receive it, please check the mailbox, front desk, parcel locker, building reception, nearby delivery area, and household members or neighbors. Please confirm whether you have checked those locations. You do not need to share any card details, passwords, or one-time codes. Once confirmed, support can review the tracking details and follow the store’s delivered-not-received process with the carrier if needed.", "next_steps": [ "Collect local delivery check confirmation.", "Verify delivery timestamp and tracking details.", "Confirm address using privacy-safe support workflow.", "Escalate to human support for carrier/store review." ], "self_service_link_needed": false, "return_or_refund_eligibility": "not_applicable", "escalation_required": true, "escalation_reason": "Delivered-not-received case requires human support and possible carrier review." }, "internal_support_note": { "summary": "Customer reports package not received even though UPS tracking shows delivered.", "evidence_collected": [ "Order number #LW10482", "UPS tracking number 1Z999AA10123456784", "Delivery status delivered", "Delivery date June 24" ], "recommended_action": "Collect local check confirmation and escalate for delivered-not-received review. Do not promise refund or replacement before review.", "urgency": "high" }, "qa_checks": [ "No refund or replacement promised before review.", "No sensitive payment information requested.", "Customer asked to confirm local delivery checks.", "Escalation required.", "Tone is calm and apologetic.", "Carrier/store review required before resolution." ] }
AI Order Tracking, Returns & Refund Resolution Agent
by Shandra
Automates repetitive e-commerce support for order tracking, shipping explanations, returns, exchanges, refunds, damaged items, wrong items, missing items, and escalation routing.
$9.99
· or 50 creditsSecure checkout via Stripe
Included in download
- Verify return eligibility based on item condition and store policy.
- Collect evidence for damaged, wrong, or missing items.
- file_write, file_read, browser automation included
- Ready for Compatible with ChatGPT Custom GPTs
- Instant install
See it in action
You say
Store/brand: LunaWear Fashion
Platform: Shopify
Customer message: It says delivered, but I never received it.
Order number: #LW10482
Email used at checkout available: Yes
Tracking number: 1Z999AA10123456784
Carrier: UPS
Order status: Fulfilled
Fulfillment status: Shipped
Delivery status: Delivered according to carrier tracking
Return status: Not applicable
Refund status: Not applicable
Product/category: Fashion apparel
Item condition: Unknown because package was not received
Date ordered: June 18
Date shipped: June 20
Date delivered: June 24
Date return initiated: Not applicable
Date return delivered: Not applicable
Shipping policy: Standard shipping usually takes 3-7 business days after fulfillment. Delivered-not-received cases require customer confirmation and carrier review.
Return policy: 30-day returns for unworn items with tags attached. Final sale items are excluded.
Refund policy: Refunds are issued after returned items are received and inspected. Bank processing may take additional time.
Exchange policy: Size exchanges are allowed if the requested size is in stock and the item is eligible.
Warranty/damaged item policy: Damaged or wrong items require photos of the item and packaging.
Customer region: United States
Need output: Delivered-not-received workflow, customer-facing reply, internal note, escalation decision, and JSON table
Tone: Friendly, calm, apologetic, and professional
Special constraints: Do not promise a refund or replacement before review. Do not ask for sensitive payment information.
Your agent does
=== DAMAGED WRONG OR MISSING ITEM WORKFLOW ===
Issue type: Delivered but not received
Customer statement: “It says delivered, but I never received it.”
Order details: Order number: #LW10482 Carrier: UPS Tracking number: 1Z999AA10123456784 Order status: Fulfilled Fulfillment status: Shipped Delivery status: Delivered according to carrier tracking Delivery date: June 24 Customer region: United States
Priority: High
Customer-facing response: I’m sorry — I know that is frustrating. I can help route this for review.
The tracking currently shows the package as delivered, but if you did not receive it, please check the mailbox, front desk, parcel locker, building reception, nearby delivery area, and household members or neighbors in case the carrier left it somewhere nearby.
Please confirm whether you have checked those locations. You do not need to share any card details, passwords, or one-time codes.
Once confirmed, support can review the tracking details and follow the store’s delivered-not-received process with the carrier if needed.
Required information:
- confirmation that the customer checked mailbox, front desk, parcel locker, building reception, nearby delivery area, household members, or neighbors
- confirmation of the delivery address in privacy-safe form if support workflow allows it
- any carrier delivery photo or delivery note if available
- whether the customer has contacted the carrier yet
Resolution path:
- Confirm customer checked nearby delivery locations.
- Verify tracking details and delivery timestamp.
- Confirm shipping address according to privacy-safe support rules.
- Escalate to human support for carrier/store review.
- Do not promise refund or replacement until the review is completed.
Escalation needed: Yes
Escalation reason: Delivered-not-received cases require human review and may require carrier investigation or store policy review.
Internal note: Customer reports package not received even though UPS tracking shows delivered for order #LW10482. Tracking number: 1Z999AA10123456784. Delivery date: June 24. Customer needs delivered-not-received review. Ask customer to confirm local checks and escalate for carrier/store review. Do not promise refund or replacement before review.
QA checks:
- Do not promise refund or replacement.
- Do not blame customer or carrier.
- Do not ask for full payment details.
- Confirm customer checked nearby delivery locations.
- Escalate after required information is collected.
- Follow delivered-not-received policy.
=== JSON SUPPORT RESOLUTION TABLE ===
{ "store_name": "LunaWear Fashion", "case": { "case_type": "delivered_not_received", "priority": "high", "customer_message": "It says delivered, but I never received it.", "order_number": "#LW10482", "customer_email_present": true, "known_status": "Fulfilled and shipped. Carrier tracking shows delivered.", "policy_context": "Delivered-not-received cases require customer confirmation and carrier review." }, "required_information": [ { "field": "local delivery location check confirmation", "reason": "Customer should confirm whether mailbox, front desk, parcel locker, building reception, nearby delivery area, household members, or neighbors were checked.", "privacy_note": "No sensitive payment information is required." }, { "field": "privacy-safe address confirmation", "reason": "Support may need to confirm that the package was sent to the intended address.", "privacy_note": "Use the store’s privacy-safe address confirmation process." }, { "field": "carrier delivery proof if available", "reason": "Carrier photo or delivery note may help support review the case.", "privacy_note": "Do not request unnecessary personal documents." } ], "resolution": { "customer_response": "I’m sorry — I know that is frustrating. The tracking currently shows the package as delivered, but if you did not receive it, please check the mailbox, front desk, parcel locker, building reception, nearby delivery area, and household members or neighbors. Please confirm whether you have checked those locations. You do not need to share any card details, passwords, or one-time codes. Once confirmed, support can review the tracking details and follow the store’s delivered-not-received process with the carrier if needed.", "next_steps": [ "Collect local delivery check confirmation.", "Verify delivery timestamp and tracking details.", "Confirm address using privacy-safe support workflow.", "Escalate to human support for carrier/store review." ], "self_service_link_needed": false, "return_or_refund_eligibility": "not_applicable", "escalation_required": true, "escalation_reason": "Delivered-not-received case requires human support and possible carrier review." }, "internal_support_note": { "summary": "Customer reports package not received even though UPS tracking shows delivered.", "evidence_collected": [ "Order number #LW10482", "UPS tracking number 1Z999AA10123456784", "Delivery status delivered", "Delivery date June 24" ], "recommended_action": "Collect local check confirmation and escalate for delivered-not-received review. Do not promise refund or replacement before review.", "urgency": "high" }, "qa_checks": [ "No refund or replacement promised before review.", "No sensitive payment information requested.", "Customer asked to confirm local delivery checks.", "Escalation required.", "Tone is calm and apologetic.", "Carrier/store review required before resolution." ] }
About This Skill
E-Commerce AI Order Tracking, Returns & Refund Agent helps online stores reduce repetitive customer support workload by resolving common post-purchase questions about order status, tracking updates, delivery delays, delivered-not-received packages, return eligibility, exchange requests, refund timelines, cancellation requests, address changes, damaged items, wrong items, and missing items. The skill collects the required information, explains shipping and refund timelines, checks policy factors, creates customer-facing responses, drafts support macros, generates internal support notes, and escalates only complex cases that require human review. It is designed for Shopify stores, WooCommerce stores, Magento stores, custom e-commerce websites, fashion brands, beauty retailers, skincare brands, cosmetics stores, apparel stores, footwear stores, accessories brands, home goods stores, pet product stores, subscription commerce brands, high-volume order support teams, CX managers, helpdesk administrators, and support automation teams. The agent can handle “Where is my order?”, “Why has tracking not updated?”, “It says delivered but I never received it,” “How do I return this?”, “Can I exchange for another size?”, “When will I receive my refund?”, “I received the wrong item,” “My item arrived damaged,” and other common support scenarios. It improves response consistency, reduces repetitive tickets, protects policy accuracy, improves customer trust after purchase, and helps support teams focus human effort on high-value, complex, disputed, or policy-sensitive cases.
Use Cases
- Automate tracking and shipping status explanations for customers.
- Verify return eligibility based on item condition and store policy.
- Collect evidence for damaged, wrong, or missing items.
- Draft internal support notes for complex case escalations.
- Generate structured JSON summaries for helpdesk ticket logs.
Known Limitations
This skill creates support responses, return workflows, refund explanations, escalation notes, support macros, automation playbooks, and JSON-ready case tables. It does not directly access orders, issue refunds, create return labels, change shipping addresses, cancel orders, replace items, file carrier claims, or modify customer accounts unless a separate authorized integration provides those capabilities.
Order status, tracking events, delivery dates, refund approvals, return eligibility, cancellation eligibility, exchange availability, damaged item resolutions, wrong item resolutions, missing item resolutions, replacement eligibility, carrier claim eligibility, and policy exceptions must be verified before action.
Human review is required for complex, high-value, disputed, safety-related, fraud-related, duplicate-charge, delivered-not-received, damaged-item, wrong-item, missing-item, international-shipping, customs, chargeback, legal-threat, or policy-exception cases.
The skill should not be used to request full card numbers, CVV codes, passwords, one-time passcodes, bank login details, or unnecessary sensitive personal information.
How to Install
mkdir -p ~/.claude/skills && curl -sL https://www.agensi.io/api/install/ai-order-tracking-returns-refund-resolution-agent -o /tmp/ai-order-tracking-returns-refund-resolution-agent.zip && unzip -o /tmp/ai-order-tracking-returns-refund-resolution-agent.zip -d ~/.claude/skills && rm /tmp/ai-order-tracking-returns-refund-resolution-agent.zipFree skills install directly. Paid skills require purchase - use the download button above after buying.
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Security Scanned
Passed automated security review
Permissions
File Scopes
This skill uses file access to read user-provided order status notes, tracking data, shipping policy notes, return policy notes, refund policy notes, exchange policy notes, warranty policy notes, support macros, customer support templates, helpdesk notes, Shopify exports, WooCommerce exports, Magento exports, return portal instructions, carrier policy notes, escalation rules, and brand guidelines. It uses write access to create structured Markdown/text/JSON-style outputs such as order tracking replies, shipping delay explanations, delivered-not-received workflows, return eligibility checks, exchange request workflows, refund status responses, cancellation triage messages, address change triage messages, damaged item workflows, wrong item workflows, missing item workflows, customer-facing support replies, internal support notes, escalation rules, support automation playbooks, QA checklists, JSON-ready support case tables, and SKILL.md files. Browser access is useful when the host environment allows public policy review, carrier tracking page review, return portal review, support documentation checking, or public help center review. Network access may be useful only in approved environments where the agent is allowed to access public pages, authorized order systems, approved tracking data, or verified policy sources. The default safe setup does not require terminal access, environment-variable access, private credentials, payment access, customer payment data access, full card data access, CVV access, bank account access, one-time passcode access, refund issuing access, order modification access, carrier claim filing access, database write access, or server access. The skill is intended for customer support guidance, support automation planning, policy-safe messaging, and escalation routing. It does not directly issue refunds, create labels, cancel orders, change addresses, replace items, file carrier claims, or modify customer accounts unless paired with a separate authorized workflow.
Compatible with ChatGPT Custom GPTs, ChatGPT Agents, Claude-style workflows, Cursor, Claude Code, Codex CLI, OpenCode, Replit, Shopify support workflows, WooCommerce support workflows, Magento workflows, custom e-commerce helpdesks, Gorgias-style support operations, Zendesk-style support operations, Freshdesk-style support operations, Intercom-style support operations, customer service automation, return portal workflows, order tracking workflows, and systems that support structured Markdown instruction files such as SKILL.md. It can also be used manually in any AI chat by pasting the instructions or uploading the SKILL.md file. Actual order lookup, tracking verification, return initiation, refund status, cancellation, address changes, exchange approval, replacement workflows, and carrier claim workflows depend on the host store’s integrations, permissions, verified order data, and policy rules.
Creator
Shandra is a top-ranked AI prompt creator and premium agent skill builder with an established track record in the AI marketplace. She is recognized as a #1 Top Seller on PromptBase, where she has built a trusted catalog of specialized AI prompts and agent skills for creators, entrepreneurs, educators, marketers, digital product sellers, and business professionals. With over 3,500 AI products published, more than 3,400 sales, and 1,000+ five-star reviews, Shandra has become known for creating practical, polished, and commercially useful AI resources that help users save time, organize complex ideas, generate high-quality content, build digital products, and transform creative concepts into actionable workflows. Her Agensi store focuses on premium, ready-to-use agent skills designed for real-world productivity. Each skill is developed with clear instructions, structured workflows, professional formatting, practical use cases, setup guidance, examples, edge-case handling, and a strong emphasis on usability. Her work combines creative strategy, prompt engineering, documentation design, business thinking, and practical automation into reliable tools that users can apply immediately. Shandra’s mission is to create AI skills that feel professional, useful, and complete from the first use — not generic templates, but carefully built workflow systems that help users think better, work faster, and produce stronger results.
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