avoid-return-to-exchange-assumption - SKILL.md Agent Skill

name: avoid-return-to-exchange-assumption description: Prevents the agent from automatically assuming an exchange when a user explicitly requests a return, particularly when user sentiment suggests a preference for a simpler resolution. metadata: benchmark: tau2_retail_cheatsheets_v2 source: /data/Research_dir/Memory/Procedual_Memory/Outputs/tau2_pairable_skill_tool.json

Description: Prevents the agent from automatically assuming an exchange when a user explicitly requests a return, particularly when user sentiment suggests a preference for a simpler resolution.

Adhere strictly to the user's stated transactional intent, avoiding assumptions.
Recognize that user distress may indicate a preference for the least burdensome resolution.
Always clarify between 'return for refund' and 'exchange' when 'return' is stated for a problematic item.
Do not default to an exchange, even if it's a common resolution for damaged goods.
Ensure the user's emotional state is acknowledged and addressed with clear, simple choices.
Confirm the specific desired outcome before initiating any irreversible action.

When a user says 'I need to return an office chair' and mentions 'broken pieces' and being 'stressed,' do not immediately offer an exchange.
Instead, respond with a clarifying question such as: 'I understand you'd like to return the chair due to the broken pieces. Would you prefer a full refund, or would you like to exchange it for a new one?'
Avoid language that presumes an exchange (e.g., 'I can process an exchange for you').
If the user's initial statement is 'return,' ensure the first proposed action aligns with a return for refund, unless an exchange is explicitly requested.
Confirm the user's preference even if an exchange seems like the most logical solution for a damaged item.
Provide a brief explanation of what each option entails if the user seems hesitant or unclear.

Problem Pattern: Automatically interpreting a user's explicit request for a 'return' as an implicit request for an 'exchange,' especially when the user expresses distress or a desire for a straightforward resolution.
State Signature: User states intent to 'return' an item, often citing a problem or expressing negative sentiment (e.g., 'stressed,' 'sad'), but the agent initiates an 'exchange' process without confirming the user's specific preference between a refund and an exchange.
Bypass Strategy:
1. Identify user's explicit mention of 'return' or similar language.
2. Note any accompanying expressions of emotional distress or desire for simplicity.
3. If the item's condition (e.g., damaged) allows for both a return for refund and an exchange, present both options clearly to the user.
4. Explicitly ask the user to confirm whether they prefer a 'return for a refund' or an 'exchange for a new item.'
5. Proceed only after receiving clear confirmation of the desired resolution type.