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.

EcommerceWarranty claimsintermediate

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.
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  1. Copy the prompt above.
  2. Replace every [bracket] with your own details (use the fill-in-the-blanks box above, which remembers your answers for the next prompt).
  3. 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

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