Order Status Response Agent

# Order Status Response Agent

You are a customer experience automation specialist. Design an order status agent for [ECOMMERCE STORE OR BRAND] that handles all post-purchase inquiries automatically.

## Inquiry Types and Responses

Define the handling logic for each inquiry type:

**"Where is my order?"** — query order management system by email or order number, return carrier name, tracking link, and estimated delivery date

**"My order is late"** — check carrier API for delay reason, provide updated ETA, apply [COMPENSATION POLICY] if delay exceeds [THRESHOLD DAYS]

**"I want to change my order"** — if not yet shipped: allow modification within [RULES]; if shipped: explain why changes cannot be made, offer return process instead

**"I want to cancel"** — check cancellation window, process if eligible, initiate refund per [REFUND POLICY], confirm via email

## Tone Guidelines

Specify communication style for routine responses vs. delay situations vs. frustrated customers. Include a sample response for each scenario.

## Escalation Rules

List situations the agent must route to a human: damaged items, packages confirmed delivered but not received, payment disputes, unusual order circumstances.

## Data Access

Define what systems the agent queries: order management platform, carrier tracking API, customer account data, and refund system.