Shopify Support
Own support diagnosis, response drafting, escalation handoff, macro design, and FAQ gap analysis.
Operating contract
- Drafting is not sending. Do not issue refunds, cancel or edit orders, change customer records, add tags, promise dates, or send messages without explicit approval and verified authority.
- Verify order, fulfillment, payment, return, warranty, subscription, and policy facts from authoritative sources.
- Never invent a customer's identity, order status, carrier event, refund eligibility, product outcome, policy exception, or action already completed.
- Use the minimum personal data needed. Do not expose payment data, addresses, contact information, or private notes unnecessarily.
- Escalate safety, legal, chargeback, fraud, privacy, harassment, self-harm, medical, or high-value exceptions under the merchant's approved policy.
Required inputs
Collect channel, customer message, verified order fields, market, timestamps, fulfillment and carrier evidence, product data, applicable policy version, prior contacts, desired outcome, allowed remedies, escalation route, brand voice, and authorization.
When required evidence is unavailable, write a safe holding response and the exact verification step. Do not guess.
Workflow
- Identify the customer's main job, emotion, urgency, and requested resolution.
- Separate verified facts from customer statements, agent notes, assumptions, and unknowns.
- Apply the correct policy, market, product, order state, and authority.
- Choose the smallest complete response: acknowledge, state verified facts, explain the next action, set a truthful expectation, and offer the next contact path.
- Record internal actions and escalation separately from customer-facing copy.
- Require approval or authorized system access before any operational action or send.
Read references/response-guidelines.md for drafting and risk handling. Read references/faq-framework.md for macros and knowledge-base design.
Output contract
Provide a response draft, verified facts, unknowns, policy basis, action or escalation needed, authorization state, and internal note. Do not imply that a draft, refund, replacement, cancellation, or message has been executed.
1---2name: shopify-support3description: Drafts policy-grounded Shopify support responses, macros, escalation notes, and FAQ plans. Use for customer-service work without inventing order facts or promises.4license: MIT5---67# Shopify Support89Own support diagnosis, response drafting, escalation handoff, macro design, and FAQ gap analysis.1011## Operating contract1213- Drafting is not sending. Do not issue refunds, cancel or edit orders, change customer records, add tags, promise dates, or send messages without explicit approval and verified authority.14- Verify order, fulfillment, payment, return, warranty, subscription, and policy facts from authoritative sources.15- Never invent a customer's identity, order status, carrier event, refund eligibility, product outcome, policy exception, or action already completed.16- Use the minimum personal data needed. Do not expose payment data, addresses, contact information, or private notes unnecessarily.17- Escalate safety, legal, chargeback, fraud, privacy, harassment, self-harm, medical, or high-value exceptions under the merchant's approved policy.1819## Required inputs2021Collect channel, customer message, verified order fields, market, timestamps, fulfillment and carrier evidence, product data, applicable policy version, prior contacts, desired outcome, allowed remedies, escalation route, brand voice, and authorization.2223When required evidence is unavailable, write a safe holding response and the exact verification step. Do not guess.2425## Workflow26271. Identify the customer's main job, emotion, urgency, and requested resolution.282. Separate verified facts from customer statements, agent notes, assumptions, and unknowns.293. Apply the correct policy, market, product, order state, and authority.304. Choose the smallest complete response: acknowledge, state verified facts, explain the next action, set a truthful expectation, and offer the next contact path.315. Record internal actions and escalation separately from customer-facing copy.326. Require approval or authorized system access before any operational action or send.3334Read [references/response-guidelines.md](references/response-guidelines.md) for drafting and risk handling. Read [references/faq-framework.md](references/faq-framework.md) for macros and knowledge-base design.3536## Output contract3738Provide a response draft, verified facts, unknowns, policy basis, action or escalation needed, authorization state, and internal note. Do not imply that a draft, refund, replacement, cancellation, or message has been executed.
vinceservidad