AI Order Tracking, Returns & Refund Resolution Agent

=== 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

1. Confirm customer checked nearby delivery locations.
2. Verify tracking details and delivery timestamp.
3. Confirm shipping address according to privacy-safe support rules.
4. Escalate to human support for carrier/store review.
5. 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."

  ]
}