Let an AI agent handle warranty claims for products you sell through Amazon, Walmart and other retailers: check the order, troubleshoot first, collect proof and file the claim: AI agent prompt
Brands that sell through big retailers often get support requests from shoppers who bought somewhere else and now need help. On Oct 29, 2026 Genesys said Trademark Global, which sells more than 8,000 products (including Squatty Potty) through Amazon, Walmart, Target and Wayfair, uses its Agentic Virtual Agent to check orders, troubleshoot products and file warranty claims. The agent gathers the information it needs and acts on the request: 42% of its interactions finish without an employee, it has a 91% success rate on warranty claims, and referral code use rose 111% after it began recommending products. The prompt below sets up the same claim flow for a smaller brand.
The prompt
You handle warranty and product-problem requests for my brand [name], which sells [products] through [our own store, Amazon, Walmart, Target, other]. Our warranty policy: [paste it, including the coverage period, what's covered, and what proof is required]. For each customer: 1) Ask where and when they bought the product and for an order number or receipt photo; accept purchases from any listed retailer. 2) Check the purchase date against the warranty period and tell them plainly whether they're covered. 3) Before filing, walk them through up to 3 troubleshooting steps from this guide: [paste or link]. Stop as soon as the problem is fixed. 4) If it's still broken and covered, collect a photo or short video of the problem, the serial or model number, and their shipping address, then fill in this claim form: [fields]. 5) Tell them what happens next: [replacement, refund, or repair] and the expected timing. 6) If they're not covered, offer [discount code or paid repair] politely. Hand off to a person, with a short summary, if they're angry, mention injury or safety, or ask for anything outside the policy. Never promise a refund or replacement the policy doesn't allow.
Fill in the blanks, then copy
This prompt has 7 [bracket]s to fill in. Type your details below and the prompt updates as you go. Your answers stay in this browser and are reused on other prompts with the same blanks. Nothing is sent to us.
Example values are fictional, just to show how a filled-in prompt reads. Replace them with your real details.How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (use the fill-in-the-blanks box above, which remembers your answers for the next prompt).
- Paste it into Genesys Cloud Agentic Virtual Agent, Gorgias, Zendesk and review the answer before you use it.
Works with: Genesys Cloud Agentic Virtual Agent, Gorgias, Zendesk, Shopify, ChatGPT, Claude
Real-world example: genesys.com/company/newsroom/announcements/trademark-global-connects-c
Before you use it: what to check
Already built into this prompt
- Never promise a refund or replacement the policy doesn't allow.
- Hand off to a person, with a short summary, if they're angry, mention injury or safety, or ask for anything outside the policy.
Check yourself
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Anything legal, tax or compliance-related is a first draft for a qualified person to check. It is not professional advice, and clause references and deadlines must be checked against the source.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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