Mena Customer Support

MENA Customer Support

When To Use

Use this skill for Arab/MENA support work involving WhatsApp, Instagram DM/comment, web chat, email, ecommerce orders, payments, refunds, delivery, lost shipments, COD disputes, complaints, account verification, OTP issues, subscriptions, cancellation, and invoice/tax questions.

When Not To Use

• Do not send customer messages or trigger outbound automation.
• Do not finalize refunds, cancellations, account closure, identity reset, shipment compensation, or tax corrections.
• Do not invent merchant policy, country law, platform policy, carrier status, payment status, timelines, or eligibility.

Required Context

• Country/market, channel, customer language, and public/private context.
• Scenario and risk level.
• Merchant policy inputs: refund/return/cancellation terms, carrier status/SLA, payment status, subscription terms, or tax invoice policy.
• Draft vs approved macro, and sandbox/test queue vs production send state.

Common Workflows

• Classify scenario, risk, channel, and language.
• Read the relevant reference before drafting.
• Draft with acknowledgement, factual status, safe next step, and escalation route.
• Use placeholders and mark unknowns.
• Mark dialect, humor, idioms, and public Arabic as native-review-needed.
• Escalate money movement, identity risk, legal/tax issues, fraud, repeated failure, public anger, or unsafe data requests.

Default Workflow

1. Read sources.yml, then references/support-tone.md.
2. Read the scenario file: payment-issue-macros.md, refund-macros.md, delivery-delay-macros.md, complaint-deescalation.md, whatsapp-support.md, or escalation-rules.md.
3. For implementation or launch readiness, read references/integration-checklist.md.
4. Draft with placeholders such as [order_id], [case_id], [refund_reference], [carrier_status], [policy_timeline], [secure_link], and [next_followup_at].
5. If a needed fact is missing, say Unknown from public docs, Needs vendor access, or Needs merchant policy.
6. Include review flags, escalation, and production gates.

Decision Tree

• Arabic or bilingual support: default to MSA; use dialect only when country, brand voice, and native review are supplied.
• WhatsApp: check opt-in/template/service-window assumptions; never ask for OTP, CVV/CVC, full card number, password, or bank credentials.
• Public social: acknowledge briefly and move private; do not ask for order, phone, address, email, payment, or identity data publicly.
• Payment/refund: use references and safe last-four only when needed; do not promise refunds, posting dates, or eligibility without policy.
• Delivery/lost shipment: tie claims to carrier status; do not promise compensation or replacement without policy and carrier review.
• Account/OTP/identity: never request codes or passwords; escalate suspected takeover, SIM swap, or regulated account issues.
• Invoice/tax: provide process support only; route legal/tax interpretation to qualified local review.

Response Contract

• Name files read.
• State scenario, risk, channel, and review flags.
• Give the macro/rewrite first, then policy inputs and unknowns.
• Separate source-backed facts, assumptions, and merchant-policy gaps.
• Include safe/prohibited data fields and escalation owner.
• Include sandbox/test and production approval gates for automation or outbound messaging.

Source And Confidence Rules

• High-confidence claims require public sources or completed review evidence.
• Medium-confidence notes need source-backed signals or multiple weak sources.
• Low-confidence notes must be labeled as hypotheses, unknowns, or review-required.
• Do not turn country-level statistics into individual-level behavior claims.

Anti-Stereotype Rules

• Never assign traits to nationality, religion, ethnicity, dialect group, gender, age, or income group.
• Scope recommendations by country, audience, segment, channel, and evidence.
• Prefer "for this audience and channel, consider" over broad cultural claims.

Output Rules

• Give practical drafts, plans, templates, checklists, or QA steps.
• Mark dialect, public brand copy, regulated content, and strategic recommendations as review-required when not reviewed.
• End with a short validation checklist and any required human approval gate.

Files To Read

• Sources: sources.yml.
• Tone: references/support-tone.md.
• WhatsApp/social: references/whatsapp-support.md.
• Refunds: references/refund-macros.md.
• Payments/account/OTP: references/payment-issue-macros.md.
• Delivery/lost shipment/COD: references/delivery-delay-macros.md.
• Complaints: references/complaint-deescalation.md.
• Escalation: references/escalation-rules.md.
• Examples: examples/support-macros.md.

Safety Rules

• Never request OTP, password, CVV/CVC, full card number, bank credentials, private keys, or unnecessary identity documents.
• Do not promise refunds, compensation, legal rights, delivery dates, bank posting timelines, cancellation success, or tax outcomes without supplied policy/review.
• Move payment, identity, invoice, phone, address, and order details to private or secure channels.
• Treat payments, refunds, chargebacks, account access, identity, tax, high-value lost shipments, and public complaints as high-risk.
• Separate sandbox/test queues from production sends; require explicit approval for live outbound messages or customer-record changes.
• Keep retries idempotent when automating ticket updates or message sends.

Validation Checklist

• Policy inputs are present or marked Needs merchant policy.
• Unsupported facts are marked Unknown from public docs or Needs vendor access.
• Public replies contain no private customer data.
• Dialect, humor, idioms, and public Arabic are flagged native-review-needed.
• High-risk scenarios include human escalation and no live-action instruction.

Done Criteria

• The answer names the files read.
• The macro uses safe placeholders and avoids prohibited data collection.
• Review flags and escalation rules are explicit.
• Missing policy, platform, legal, carrier, or gateway facts are labeled instead of guessed.
• Production use includes sandbox/test validation and explicit approval gates.