---
name: al-671-let-a-support-agent-arrange-returns-without-an-order-numb
description: "Sierra's customer story on Next, the British fashion retailer operating across 83 countries, describes an AI agent that went live in six weeks on two high-volume use cases. The agent handles complex arrange-return queries, automatically matches customers without requiring order numbers, and manages identity verification. It adapts to regional preferences and brand voices across labels such as Gap, Victoria's Secret, and Fat Face as Next expands languages and processes with sales growth. Sierra reports Next's team emphasizing how far the agent can go while keeping a professional, helpful, friendly tone. Metrics beyond time-to-live are qualitative in the public story. Use when the user wants help with orderless arrange-return retail agent (customer support) for a small business."
---

# Let a support agent arrange returns without an order number: match the customer, verify identity, and adapt tone by brand and region so humans only take the tricky cases

Sierra's customer story on Next, the British fashion retailer operating across 83 countries, describes an AI agent that went live in six weeks on two high-volume use cases. The agent handles complex arrange-return queries, automatically matches customers without requiring order numbers, and manages identity verification. It adapts to regional preferences and brand voices across labels such as Gap, Victoria's Secret, and Fat Face as Next expands languages and processes with sales growth. Sierra reports Next's team emphasizing how far the agent can go while keeping a professional, helpful, friendly tone. Metrics beyond time-to-live are qualitative in the public story.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Chat/voice/WhatsApp
- OMS, identity, returns portal
- 2 brands
- Your own material (text, notes or data)

## Instructions

Do the task below with the user's inputs in place of each [bracket].

Design an arrange-return agent for my retail stack. Brands/regions: [list], channels: [chat/voice/WhatsApp], systems: [OMS, identity, returns portal]. Rules: never invent an order; verify identity before address or payment changes; escalate damaged-item disputes and fraud flags to a person. 1) Write the flow: match customer without order number → verify identity → confirm eligible items → book return → confirm label. 2) List data fields the agent may read vs write. 3) Draft brand-tone variants for [2 brands]. 4) List 10 escalation reasons. 5) Propose a 6-week rollout checklist and success metrics (containment, CSAT, identity-fail rate). Do not process a real return in this chat.

## Safety checks (share these with the user)

- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records.
- 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.
- 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.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: Sierra (or similar customer AI), ChatGPT, Claude, your OMS/returns systems
- Based on this real-world example: https://sierra.ai/customers/next
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-671-let-a-support-agent-arrange-returns-without-an-order-number/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/