Shopify 客服分诊 Agent

Order A100: return and refund triage

Priority: URGENT. Owner: Mia, frontline support lead. Ticket SYN-N001 explicitly requests a refund, which the Skill classifies as urgent. The input case label “normal” does not override that rule. This is a routine return involving one $24 item, below the supplied $200 senior-agent threshold, with no prior issues recorded. Alex, the escalation lead and senior agent/manager, is the escalation owner.

All case information is synthetic. This report is a proposed handling decision and an unsent reply; no account action, return authorization, or refund has occurred.

Eligibility

The customer reports that the blue 500 ml stainless-steel insulated cup is unopened. The request was received on November 3, 2026, 14 calendar days after delivery on October 20. Under the supplied test assumption that the 30-day return period starts at delivery, the request is within the window, with 16 days remaining at receipt. The calculated 30-day boundary is November 19; it is not a confirmed customer deadline because the actual policy does not specify its start point or boundary handling.

Provisionally eligible for review, subject to confirming the item is unused and human approval. Unopened is the customer's report, not an inspected condition. The merchant explicitly requires manual refund approval. The materials do not establish a return address, authorization process, return postage responsibility, refund amount, refund processing time, or whether the window applies to requesting or receiving a return. Mia must confirm these before providing return instructions. Outbound dispatch and delivery estimates do not establish a return or refund timeline.

First customer reply — Simplified Chinese

林女士，您好！理解您想为 A100 订单中的蓝色 500ml 不锈钢保温杯办理退货退款，感谢您告知商品尚未拆封。

根据现有记录，订单于10月20日签收，您在11月3日提出申请。按本次审核暂以签收日起算30天的口径，申请仍在期限内；具体退货资格和退款需由商家人工审核确认。

为便于审核，请您补充确认：杯子是否完全未使用，商品及原包装目前是否完好？如有破损或其他情况，也请一并说明。

收到完整资料后，我们预计在1个工作日内进行首次人工审核，并向您说明下一步。该时间是预计审核时间，不代表退款获批或最终处理完成时间。请先保留商品和包装，待我们确认退货地址及寄回要求后再寄出。

感谢您的配合！

Next internal action and escalation

Mia should mark the ticket urgent and pending customer information, record the request date and reported unopened condition, and use the draft above to request the missing condition details through the team's approved process. No need to ask the customer again for the order number or delivery date already supplied.

In parallel, Mia should verify the return-clock interpretation, request-versus-receipt cutoff, return instructions, postage responsibility, and designated human refund approver with the merchant. Once the condition details are complete, route the case for its first manual review, targeting one business day as an estimate. Only communicate approved return instructions and refund terms after human review; do not invent a refund amount or promise compensation.

Escalate to Alex if condition evidence conflicts with the unused-return rule, the return-clock ambiguity affects eligibility, the customer disputes the decision, repeat issues emerge, or Mia cannot obtain the necessary approval or instructions within the estimated review window. Route refund authorization to the merchant's designated human approver; Alex can coordinate this, but the supplied roles do not establish that Alex personally has refund authority. Senior handling is not triggered by the current $24 value.

Supporting files and limits

• eligibility-calculations.json: date arithmetic, value threshold check, and assumptions.
• evidence.md: source-to-decision trace and unresolved policy details.

The review target and delivery-based return clock are explicitly supplied synthetic operating assumptions, not verified merchant service guarantees. No final eligibility or refund decision can be made from these materials alone. Weekly sales context is marked unused in the input and is unnecessary for this ticket.