Commerce Customer Service

• Read: lookups across customers, orders, returns, carts — no --apply needed.
• Write: returns create, refund issue, ticket updates — requires --apply.

Examples

stateset "look up order ORD-123 for customer cust_456"
stateset returns create --order ORD-123 --reason "wrong size" --apply
stateset refund issue --order ORD-123 --amount 49.99 --apply
stateset tickets list --status open --customer cust_456

Output

{"status":"resolved","customer_id":"cust_123","order_id":"ord_123","resolution_code":"refund_issued","agent":"auto","elapsed_ms":1240}

Present Results to User

• Actions taken across domains.
• Key identifiers (customer, order, return, cart).
• Any remaining follow-up required.
• Resolution code and total handling time.

Troubleshooting

• Missing identifiers: ask for email, order number, or cart ID.
• Conflicting statuses: verify latest order or return state before acting.
• resolution_code empty: ensure the playbook maps the issue type to a code in customer-service-playbooks.md.
• MCP tool timeout: retry with --timeout 30000; check stateset daemon health via stateset status.

Error Codes

• CS_MISSING_IDENTIFIER: Customer email, order number, or cart ID is required to proceed.
• CS_RESOLUTION_UNMAPPED: The issue type has no mapped resolution code in the playbook.
• CS_TICKET_CONFLICT: Ticket status conflicts with the requested action; verify current state.

Related Skills

• commerce-orders -- look up or transition order status during support.
• commerce-customers -- resolve customer identity and profile data.
• commerce-sync -- verify event delivery when a customer reports missing updates.
• commerce-autonomous-engine -- check scheduled jobs that auto-resolve common tickets.

References

• references/customer-service-playbooks.md
• /home/dom/stateset-icommerce/cli/.claude/agents/customer-service.md