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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.
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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." ] }
What you get
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.
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Creator
34+ total installs · 138 skills on Agensi
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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