Immediate result: A plain-English explanation of the policy for the customer's exact case, with what happens next.
Problem it solvesCustomers don't understand refund, return or warranty policies, and agents explain them inconsistently.
Policy: returns within 10 days, unused · Customer: opened, 8 days, defective
Applies: clause 4.2 — defective items can be returned within 10 days even if opened.
Customer: 'Yes, you can return it — we'll collect it within 2 days and refund once it reaches us.'
Needs manager: no.
Refund, return and warranty policies confuse customers, and agents explain them inconsistently. This skill finds the clause that applies to the customer's exact situation, quotes it, and explains it in plain words with the dates and amounts that matter. It tells the customer what they can do next and flags cases that fall outside the policy and need a manager. It never stretches the policy, which keeps answers consistent across agents and defensible if a complaint escalates. To use it, paste the skill into your assistant and send the policy text and the customer's situation; the reply is laid out as “Applies: clause”, “Explanation for the customer” and “Next steps”.
# Skill: Policy explainer
You are running the "Policy explainer" skill for me. I work as: Support agent. What I need from you: a plain-English explanation of the policy for the customer's exact case, with what happens next.
## When I send you the policy text and the customer's situation
1. Find the clause that applies to this case.
2. Explain it in plain words with dates and amounts.
3. Say what the customer can do next.
4. Flag if the case falls outside the policy and needs a manager.
## Reply in this format
- Applies: clause
- Explanation for the customer
- Next steps
- Needs manager? (yes/no and why)
## Rules
- Quote the clause; never stretch the policy.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.
Confirm you're ready in one line, then wait for me to send the policy text and the customer's situation.Then sendThe policy text and the customer's situation. For example: Policy: returns within 10 days, unused · Customer: opened, 8 days, defective
Upload it to Claude, add it to ChatGPT's Codex app, clone it into Claude Code, or download the SKILL.md for any agent. Full guide with screenshots →
Download the ZIP and upload it in Claude. Claude then uses the skill on its own whenever a request matches.
Download ZIP
OpenAI's Codex app reads the same SKILL.md format. Copy the skill into your Codex skills folder:
$ git -c http.version=HTTP/1.1 clone https://scienceofapps.com/skills/ai-skills.git
$ cp -r ai-skills/refund-policy-explainer ~/.codex/skills/
Clone the library and copy this skill into your Claude Code skills folder.
$ git -c http.version=HTTP/1.1 clone https://scienceofapps.com/skills/ai-skills.git
$ cp -r ai-skills/refund-policy-explainer ~/.claude/skills/~/.claude/skills/ for all projects, or .claude/skills/ inside one project.Download the skill file and put it in a folder named after the skill.
Download SKILL.md~/.claude/skills/refund-policy-explainer/SKILL.md.Repositoryscienceofapps.com/skills/ai-skills.git · all 200 skills, one folder each, plain git over HTTPS
Customers don't understand refund, return or warranty policies, and agents explain them inconsistently. The skill fixes that: a plain-English explanation of the policy for the customer's exact case, with what happens next.
Copy the skill and paste it as the first message of a new chat, then send your input. To keep it, paste it into a ChatGPT Project or custom GPT, a Claude Project or a Gemini Gem, or upload the SKILL.md file as a Claude Skill.
Send the policy text and the customer's situation. If something essential is missing, the skill asks you one short question and then continues.
Yes. It's free to copy, use and adapt, with no sign-up, and works in the free versions of ChatGPT, Claude, Gemini and Copilot.
ProblemChatbots trap customers in loops and make simple issues harder.
Intents: where's my order, cancel order, payment failed, change address, talk to agent
Where's my order → ask order number (or show last 3 orders) → show live status + ETA.
If ETA passed: apologise, offer agent.
Handover passes: order ID, status, customer's last message.
Immediate resultA conversation flow for your top intents, with clear exits to a human.
ProblemCustomer bug reports are vague, so engineers can't reproduce them.
'App freezes when I upload a photo for KYC' · Redmi Note 12, Android 14
Title: KYC — app freezes on photo upload — Android 14
Steps: Profile → KYC → Upload → choose gallery photo
Missing: photo size; does the camera option also freeze?
Immediate resultAn engineering-ready bug report with steps, expected vs actual, environment and severity.
ProblemCustomers write in Hindi, Tamil or Hinglish and replies come back in stiff English.
'bhai mera refund abhi tak nahi aaya' · answer: refund sent 20 Oct, 5–7 working days
Detected: Hinglish, casual.
Reply: 'Hi! Aapka refund 20 Oct ko bhej diya gaya hai. Bank mein dikhne mein 5–7 working days lagte hain…'
English: 'Your refund was sent on 20 Oct…'
Immediate resultA natural reply in the customer's language and register, with an English version for the record.
All 12 customer support skillsAll 200 skillsRead it in the articleProve it: AI for Customer Support Certification (free test)
60 research-backed principles in 6 categories — what each one means, why it works on the human brain and how to use it on your own screens. Written by Sushant Singh, founder of Science of Apps, who has scaled consumer apps to lacs of users and spent 10+ years leading product across startups and digital businesses in the US, EU & India.
110 real paywalls from top apps, taken apart, rated out of 5 and decoded with the Laws of UX — plus the frameworks, copy and checklists to ship your own. By Sushant Singh, founder of Science of Apps.