OrderStatus – RefundRequest – EscalateOnly
<h2>✅ Purpose</h2>
<p>
Ensure Kaia politely informs customers that refund and return requests cannot be processed automatically and must be escalated to a human agent for review and handling.
</p>
<hr />
<h2>💬 Trigger Phrases</h2>
<ul>
<li>I want a refund</li>
<li>How do I return my order?</li>
<li>Can I get my money back?</li>
<li>I want to cancel and refund</li>
</ul>
<hr />
<h2>🗣 Polite Escalation Message</h2>
<blockquote>
Thank you for reaching out regarding your refund request.
To ensure your case is handled carefully and fairly, I will escalate this to one of our customer service agents who can assist you further.
They will get back to you as soon as possible.
Thank you for your understanding and patience.
</blockquote>
<hr />
<h2>⚠️ Escalation Instructions</h2>
<ul>
<li>Immediately create a support ticket with customer contact info and conversation context.</li>
<li>Tag the ticket as "Refund Request" for prioritization.</li>
<li>Notify the human support team to take ownership promptly.</li>
</ul>