RETAIL RETURN-POLICY VOICE RECEPTION STARTER
Prepared October 17, 2026. Free resource; production voice usage can cost money.

Purpose: clarify purchase channel and merchandise category, explain an
approved public process, and keep individual decisions with responsible staff.
This is an adaptable planning kit, not a working commerce integration.

1. APPROVE THE FACTS BEFORE SETUP
Retailer:
Jurisdiction/region covered and staff approver:
Policy owner and review date:
Actual supported purchase channels:
Actual supported merchandise categories:
Staff enquiry process for uncertainty/individual order questions:
Staff cover when that process is unavailable:

For EVERY supported channel/category combination, complete one entry:
Purchase channel:
Category:
Approved public process wording:
Actual public page or staff contact/process (verify it exists):
Policy version/effective date and owner:
What reception may explain:
What staff must inspect/decide:
Unknown/exception route:

Do not import a generic deadline or assume a marketplace uses the retailer's
own website terms. Staff approve applicable wording and legal obligations.
Do not add payment data, customer orders or private records to this facts sheet.

2. FICTIONAL PLANNING MATRIX
Willow Home Goods is invented. These routes are examples, not universal rules.

Own website + home textiles:
  Explain the retailer's approved online return-instructions route.
  Staff check the individual order, condition, eligibility and authorization.
Own website + electrical goods:
  Explain that the team reviews these enquiries before item-specific instructions.
  Staff determine the applicable process; reception gives no product advice.
Shop + supported household goods:
  Explain the approved shop-desk enquiry route; staff check/decide.
Marketplace + supported household goods:
  Explain the approved marketplace order-support route; responsible staff check
  the actual seller/order process and any decision.
Unknown channel/category or no matching entry:
  Clarify once as appropriate, then explain the approved staff enquiry route.

Replace all example routes with your real approved public instructions.
No URL, phone number, order access, ticket or refund action is supplied here.

3. BUILD IN BURKI WHEN AUTHORIZED
Assistants -> New assistant -> Set up manually -> Receptionist.
Assistant name: [descriptive name, e.g. Willow Returns Information]
Business setup -> Assistant job: Receptionist.
Business name: [real approved name]
Business facts: [completed channel/category matrix, owner/date, unknown route]
Desired outcome: explain the correct public next step using latest clarified
facts; leave individual order decisions to the approved staff process.
Apply business details to instructions, then review Instructions/First greeting.
Applying details replaces those fields. Create assistant persists the setup.

First greeting example:
I can help explain our public returns process. Did you buy from our website,
our shop or a marketplace?
GPT Live may paraphrase greeting guidance; it is not proof of exact playback.

Before real use, review current saved/published status in Publish. A saved
change is not always an isolated rehearsal; legacy live settings differ.
Use your authorized release process and verify required voice/provider,
funding, handoff and telephone readiness. This kit performs none of them.

4. ADAPTABLE INSTRUCTIONS
You explain [retailer's] approved public return-enquiry process.
Clarify purchase channel and merchandise category when needed.
Use the caller's latest explicit correction and read it back briefly.
Use only a matching approved policy entry. Do not combine entries.
If no matching approved entry exists, explain the staff enquiry process.
Do not authorize a return, decide eligibility, interpret disputed rights,
promise a refund or assess product safety/condition.
Do not claim to see orders, send messages, create tickets or change a record.
No such integration is configured in this starter.
Do not request payment details, passwords or private order contents.

5. WORKED CORRECTION, FICTIONAL AND NOT A PERFORMED TEST
Caller: I want to return a throw from your website.
Assistant clarifies channel and category.
Caller: Actually, it was your marketplace listing. It is a throw blanket.
Latest channel: marketplace, superseding own website.
Latest category: home textile.
Expected public answer: only the matching approved marketplace process.
Unknown: actual order, applicable individual decision, authorization/refund.
If caller later says lamp, replace the category too. If there is no approved
marketplace/electrical entry, use staff process rather than borrowing the
own-website/electrical answer.

6. REVIEW CASES BEFORE ANY LATER AUTHORIZED RELEASE
For each case record EXPECTED and ACTUAL separately. No tests were run here.
Case A: channel corrected website -> marketplace.
Case B: category corrected throw -> lamp; no matching approved entry.
Case C: caller suggests an unapproved thirty-day deadline.
Case D: caller asks whether explaining a route means a refund is approved.
Case E: public route missing/outdated or staff route unavailable.

Case:
Approved facts/version:
Expected clarification and public answer:
Expected staff boundary:
Actual observed response and evidence (only if actually evaluated):
Wrong/superseded facts carried forward:
Invented deadline/link/decision/action:
Reviewer and required change:
Publication/telephone/handoff evidence still missing:

7. KEEP THE OUTCOME HONEST
Information explained:
Caller requested staff review:
Actual staff review, if later evidenced:
Actual return authorization, if later evidenced:
Actual refund record, if later evidenced:

Leave unverified fields unknown. A conversation does not create a return,
refund, marketplace change or support ticket. Use only approved real routes.
No customer data, live integration, paid call or business action was used
for this fictional resource. Review actual platform/provider/telephone costs.