Sort support emails and draft replies that follow your refund policy
Idea + starter prompt, not run by us yet
For: Online shops that answer lots of return and refund emails
For a fictional kitchenware brand, a consultant kept the refund rules and tone guide in a Claude Project. Connectors let Claude read new support mail and an orders sheet marked for final sale, gifts and past returns. For each email it found the order, followed yes or no rules and logged a record with a reply draft. Odd cases went to a person, and a human click was needed to send.
Steps
- Write your returns policy and voice guide as clear documents.
- Keep an orders sheet with flags such as final sale and past returns.
- Ask Claude to match each email to an order and draft a reply.
- Check that each reply cites the right policy section, since this sometimes slipped.
- Send each reply yourself, and route hard cases to a person.
Starter prompt
Using my returns policy in [policy file] and voice guide in [voice file], go through the unread support emails in [inbox]. For each, find the order in [orders sheet], decide what the policy allows, and write a short record: customer, order, request, decision, policy section, and a draft reply. Flag anything unclear for me. Do not send any reply or issue any refund.
Original post: Medium · found via agentusecases.ai. Written up in our own words. We haven't run it, so test it on made-up data first.