Customer Inquiry Resolver

Overview

Transform customer inquiries into satisfied customers through fast, accurate, empathetic responses. This skill encodes the frameworks for handling common e-commerce inquiries while knowing when to escalate.

Inquiry Classification

Primary Categories

Sentiment Detection

Response Framework

HEART Method

H - Hear      → Acknowledge what they said
E - Empathize → Show you understand their feeling
A - Apologize → If warranted, apologize sincerely
R - Resolve   → Provide solution or next steps
T - Thank     → Thank them for reaching out

Response Structure

[ACKNOWLEDGMENT]
I understand you're [inquiry type] regarding [specific detail].

[EMPATHY - if negative sentiment]
I can see how [situation] would be [frustrating/concerning/inconvenient].

[RESOLUTION]
[Clear answer or solution with specific steps]

[NEXT STEPS]
[What happens next / what they need to do]

[CLOSING]
[Thank you + offer additional help]

Response Templates by Category

Order Status

Order Confirmed:

Your order #[NUMBER] is confirmed! Here's what's next:

• Processing: 1-2 business days
• Shipping: You'll receive tracking via email
• Delivery: [estimated date range]

Track your order anytime: [tracking link]

Order Shipped:

Great news! Your order #[NUMBER] is on its way.

• Carrier: [carrier name]
• Tracking: [tracking number/link]
• Estimated delivery: [date]

[Tracking link]

Order Delayed:

I apologize for the delay with your order #[NUMBER].

Here's what happened: [brief explanation] New estimated delivery: [date]

To make this right, [compensation offer if applicable].

I'll personally monitor this and update you when it ships.

Returns/Exchanges

Return Request (Within Policy):

I've started your return for order #[NUMBER].

Here's your return label: [link] Return deadline: [date]

Once we receive your item:

• Inspection: 1-2 business days
• Refund: 3-5 business days to original payment method

Questions? Just reply here.

Exchange Request:

Happy to exchange your [product] for [new size/color/item]!

Two options:

1. Ship first: Send your return, we'll ship replacement when received
2. Instant exchange: We ship now, return label included (charged if not returned within 14 days)

Which works better for you?

Return Outside Policy:

I see your order was placed [X days] ago, outside our [X-day] return window.

While I can't process a standard return, here are some options:

• Store credit for [amount]
• [Alternative resolution if applicable]

Would either of these work for you?

Product Questions

Availability:

Great question about the [product]!

Current status: [In Stock / Out of Stock / Pre-order] [If OOS: Expected restock: [date] - Want me to notify you?]

[Relevant product link]

Compatibility/Fit:

For the [product], here's what I can tell you:

[Specific answer to their question]

[If sizing] Based on [their measurements/usual size], I'd recommend [size].

Still unsure? Our free returns make it risk-free to try.

Product Comparison:

Great question comparing [Product A] vs [Product B]:

Feature	[A]	[B]
[Key diff 1]	X	Y
[Key diff 2]	X	Y

Best for you if: [recommendation based on their stated needs]

Shipping Issues

Package Not Arrived (Within Window):

I checked on your order #[NUMBER]:

• Shipped: [date]
• Last tracking update: [status] at [location]
• Expected delivery: [date]

[If delayed] Carriers sometimes update tracking late. If it hasn't arrived by [date], please let me know and I'll [action].

Package Shows Delivered But Not Received:

I'm sorry your package isn't where it should be. Let me help.

Tracking shows delivered to: [location] on [date]

Please check:

• All entry points (front, back, side doors)
• With neighbors
• Any secure locations (behind plants, in garage)

If still missing after checking, reply here and I'll [file claim/send replacement].

Lost Package:

I sincerely apologize that your package appears lost.

I've [filed a claim with the carrier / initiated a replacement].

Your replacement will ship by [date] with expedited shipping at no charge. New tracking: [will email when available]

Thank you for your patience.

Complaints

Product Quality Complaint:

I'm really sorry the [product] didn't meet your expectations. That's not the experience we want for you.

To make this right, I can offer:

• Full refund (return label included)
• Replacement with expedited shipping
• [X]% refund if you'd like to keep it

Which would you prefer? And thank you for letting us know—I'm sharing this with our quality team.

Service Complaint:

I'm sorry we fell short. You deserved better.

What happened isn't acceptable, and I want to make it right.

[Specific resolution offer]

[If systemic] I'm also flagging this internally to prevent it happening to others.

Thank you for giving us the chance to fix this.

Escalation Criteria

Immediate Escalation Required

Authorized Resolution Limits

Tone Guidelines

Adjust by Sentiment

Words to Use / Avoid

Quality Checklist

Before sending:

• Addressed their actual question
• Tone matches their sentiment
• Clear next steps included
• No jargon or policy-speak
• Personalized (not copy-paste feeling)
• Proofread for errors

Resources

references/

• policy-details.md — Full return/shipping/warranty policies
• product-faqs.md — Common product questions
• escalation-contacts.md — Who to contact for escalations

assets/

• response-templates.docx — Full template library
• macro-library.xlsx — Quick-response macros