# Mena Customer Support > Use this skill when drafting, reviewing, localizing, or evaluating Arab/MENA customer support macros, Arabic or bilingual support replies, WhatsApp and Instagram support handling, ecommerce payment/refund/delivery/account/subscription/tax responses, complaint de-escalation, escalation rules, and native-review-needed customer-facing Arabic. - Skill: `arabagentskills/mena-customer-support` (Agent Skill, multi-file: 17 files) - Install (CLI): `npx skillmds@latest add arabagentskills/mena-customer-support` - Raw SKILL.md: https://api.skillmd.com/api/skills/arabagentskills/mena-customer-support/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Coding & Dev Tools - Author: ArabAgentSkills (https://skillmd.com/u/arabagentskills) - Updated: 2026-09-17 - Page: https://skillmd.com/skills/arabagentskills/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.