Skills

Customer is asking about stickers — usually because their order didn't include any, or they want extras. Triggers: "my order didn't have stickers", "no stickers in my package", "can you send me stickers", "missing stickers", "can I get more stickers", "are stickers included".

Customer is asking about stickers — usually because their order didn't include any, or they want extras. Triggers: "my order didn't have stickers", "no stickers in my package", "can you send me stickers", "missing stickers", "can I get more stickers", "are stickers included".

Customer is asking whether we have a physical store, retail location, pop-up, or any in-person shop. Triggers: "do you have a store", "where is your shop", "can I visit you", "is there a Ridestore physical location", "where can I try this on", "do you have pop-ups", "are you at any resellers", "are you at any resorts", "where are you based", "can I pick up my order in person".

Customer is asking whether we have a physical store, retail location, pop-up, or any in-person shop. Triggers: "do you have a store", "where is your shop", "can I visit you", "is there a Ridestore physical location", "where can I try this on", "do you have pop-ups", "are you at any resorts", "where are you based", "can I pick up my order in person".

Use when a customer is shopping for snow gear and wants help — they're looking for advice, a recommendation, or someone to walk them through what they need. They don't have to phrase it as "what should I buy"; the skill should fire whenever the conversation has the shape of "I need gear and I'd like guidance." Trigger on: Open recommendation requests — "what jacket should I get", "which one would you recommend", "help me choose", "build me a kit", "I have nothing, where do I start". Trip-prep — "I'm going to [resort / country] in [month], what do I need?", "first time skiing, what should I wear?". Warmth and climate questions — "which is your warmest jacket?", "is this warm enough for -15°C?", "I'm going somewhere very cold". Comparison between two products — "what's the difference between X and Y", "I'm torn between two jackets". (Handle inline — see Comparison pattern in instructions.) Pairing — "what pants go with this jacket", "do you have a matching set", "which colour matches". Type / structural questions — "should I get insulated or shell?", "bib vs pants?". Do NOT use for: Sizing for a customer's body ("I'm 175cm 75kg, what size?"). Hand off to Sizing and fit help. The Product Advisor can handle questions about fit style (boxy, slim, relaxed) but not body measurements. Order, shipping, or delivery questions — route to OMS skills. Returns or exchanges of a previous purchase — route to returns skill. Questions about a specific product's specs only ("does the Adept come in red") — route to a product info / lookup skill if one exists. Do NOT use for: questions about a specific product they're already viewing or have decided on (route to a product info skill), order or shipping questions (route to OMS skills), returns or sizing of an existing purchase (route to returns skill).

Customer is asking about the difference between ski and snowboard versions of a product. Triggers: "what's the difference between ski and snowboard versions", "is this for ski or snowboard", "do snowboarders get a different product", "I ski not snowboard, is this for me", "your jacket comes in ski and snowboard, which do I pick".

Customer is asking about customs, import declarations, country-specific customs requirements, or has been contacted by customs. Triggers: "customs", "import declaration", "personal use vs commercial", "customs is asking me for [X]", "I got an email from customs", "do I need a customs number", "Japan import restriction", "New Zealand customs number", "is this email from DHL real", "tax ID for customs".

Shipping destinations, delivery times, standard vs express shipping, dispatch times, free shipping, and delivery estimates.

Customer wants to change the delivery address on their order — before or after shipping. Triggers: "can I change my delivery address", "I entered the wrong address", "redirect my package", "wrong street number on order", "I moved, can you ship to a new address", "change delivery to a pickup point", "my address has a typo", "can I redirect to my workplace".

Customer is asking about gift cards, printable gift options, symbolic gift card templates, or delayed gift letters. Triggers: "do you sell gift cards", "can I buy a gift card", "is there a printable gift card", "Christmas gift but item won't arrive in time", "delayed gift letter", "apology letter for gift", "I need a printable gift template".

Customer is reporting an unexpected non-tax charge — bank fees, currency conversion differences, authorization holds, customs duties paid to the destination country, carrier admin / handling fees, or regional payment-processing fees in Switzerland / Australia / New Zealand / Japan. Triggers: "I was charged extra by my bank", "what's this fee on my statement", "international fee", "currency conversion fee", "foreign transaction fee", "I have an authorization hold", "customs charged me", "carrier wants extra fees for delivery", "import duty", "double charge", "exchange rate seems off", "extra Klarna fee in Switzerland", "extra Adyen fee in Australia / NZ / Japan".

Customer is asking for help with clothing sizing, fit, body measurements, or which size to pick for jackets, pants, bibs, or base/mid-layers. Triggers: "what size am I", "how does the fit run", "should I size up", "I'm between sizes", "do you have a size guide", "FitFinder", "men's vs women's sizing", "what's the men's equivalent of women's L", "do you have short-length pants", "I'm 175cm and 70kg, what size", "do your jackets run small / large", "is the fit slim or relaxed", "do I need to size up for layers".

Customer is asking about business orders, B2B invoicing, adding a VAT number, putting a company name on an invoice, or business / wholesale terms. Triggers: "can I add my VAT number", "I need a business invoice", "can you put my company name on the invoice", "B2B order", "wholesale", "net payment terms", "business account", "I'm buying for my company", "I need to claim VAT back as a business", "corporate order".

Customer is asking about waterproofing ratings (10K, 15K, 20K), breathability, seam taping, or windproofing — the technical performance numbers that describe how well a garment resists water and breathes. Triggers: "what does 15K mean", "is 10K waterproof", "20,000mm rating", "breathability rating", "g/m²/24h", "what's the difference between 10K and 20K", "is your jacket windproof", "taped seams", "critically taped".

Customer was told (or has a refund email confirming) the refund was issued, but can't find the money — they're past the typical bank-side window for their payment method, OR the refund seems to have gone to the wrong destination. Triggers: "I got a refund email but no money in my account", "refund was issued [N] days ago and nothing", "Klarna says refunded but I haven't seen it", "the refund went to a card I no longer have", "I see a refund on the wrong date", "the refund didn't arrive after [past upper window]", "refund bounced back".

Customer is asking about goggles — sizing, lens compatibility, lens swapping, OTG (over-the-glasses), fog prevention, polarised, helmet compatibility. Triggers: "do your goggles fit", "what size are your goggles", "can I swap lenses", "are 2021 lenses compatible with 2024 goggles", "OTG goggles", "do they fit over glasses", "VLT", "Goggle Sight", "Goggle Scope", "polarised lens", "are your goggles fog-proof".

Customer is asking for an invoice, tax receipt, credit note, or proof of purchase as a personal-use document — typically for accounting, insurance, or tax-filing reasons. Triggers: "can I get an invoice", "I need a tax receipt", "send me a PDF invoice", "do you have a credit note", "I need this for accounting / insurance / taxes", "proof of purchase", "VAT receipt for personal records", "gift receipt", "invoice without prices".

Customer is asking how VAT, sales tax, or GST works on their order — specifically: whether tax is included in the price or added at checkout, what the rate is in their country, why there's a named tax line item on their order or statement. Triggers: "is VAT included", "do I pay VAT", "is sales tax added at checkout", "what's the VAT rate", "do you include tax in the price", "why is there VAT / GST / sales tax on my order", "I'm in [country] — how does tax work", "Swiss VAT", "do I get charged VAT".

Customer's tracking shows the parcel as "Delivered" but they say they haven't received it. Triggers: "tracking says delivered but I don't have my package", "courier marked it delivered but it's not here", "delivery confirmed but no parcel", "DHL says delivered but Neumünster", "where is my parcel — it says delivered", "I never got my order even though tracking shows delivered".

Customer reports that no delivery options appear at checkout, even though their country is supported. Triggers: "no delivery options showing at checkout", "I can't see any shipping methods", "the shipping section is blank", "I'm in [supported country] but no delivery", "checkout won't let me pick shipping", "delivery selection is empty".

Customer is asking how long delivery will take, who the courier is, what shipping options are available, or how much shipping costs. Triggers: "how long does shipping take", "when will my order arrive", "which courier do you use", "how fast is delivery", "do you have express shipping", "shipping cost", "how much for delivery", "what couriers", "can I pick express", "delivery time to [country]".

Customer wants to return from a country that's different from where the order was originally delivered. Triggers: "I've moved since I bought this", "I'm travelling and want to return from another country", "can I return from a different country", "I'm in [country X] but the order shipped to [country Y]", "I bought this on a trip and now I'm home", "can I drop my return off in [foreign country]".

Customer wants to track their order or understand a tracking status. Triggers: "how do I track my order", "where's my tracking link", "what does [tracking status] mean", "my tracking number is [N]", "I can't find my tracking", "tracking doesn't update", "how do I know which courier", "how to find my parcel".

Customer is asking about discount codes — how to apply one, why one isn't working, whether we offer public codes, or what to do with a code they found somewhere. Triggers: "how do I use this code", "my discount code isn't working", "do you have a discount code", "where do I enter the code", "I found a code on RetailMeNot/Honey/etc.", "promo code", "voucher", "coupon", "can I get a discount code", "how to enter or redeem a code at checkout".

Customer reports a manufacturing defect or product failure that appeared during normal use (NOT damage on arrival from shipping) — broken zipper after some wear, seam failure during use, delaminating membrane, jacket no longer waterproofs after washing — and is asking whether it's covered by warranty or what we can do. Triggers: "my zipper broke after a few times wearing it", "broken seam after some use", "the membrane is delaminating", "manufacturing defect", "is this covered by warranty", "claim", "faulty product", "the insulation is shifting", "torn fabric on a defect", "my jacket isn't waterproof anymore", "I have a defect, can I get this repaired under warranty".

Customer is asking about Renewed — buying pre-loved gear, condition grades, pricing, what Renewed is. Triggers: "Renewed", "pre-loved", "second-hand", "used gear", "refurbished", "where can I find Renewed", "what's the discount on Renewed", "Renewed condition grades", "Great / Good / Pre-Loved condition", "is Renewed worth it", "Dope Renewed", "Montec Renewed", "do Renewed items have a warranty".

Customer wants to send back an old DOPE or MONTEC item — to give it a second life via the Renewed program (where viable, item gets repaired and resold), or to recycle it through the Renewal Programme (any condition accepted, recycled / reused / repurposed). No money is issued in either path. Triggers: "I want to send my old gear back", "can I sell my used jacket back to you", "donate my gear to Renewed", "give my old jacket a second life", "trade in my Dope/Montec", "Renewal Programme", "can I recycle my old jacket", "send back my used gear", "recycle my Dope/Montec", "voluntary recycling", "I have an old MONTEC I don't use", "where do I send gear for recycling", "claim label for recycling", "take-back program".

Customer is asking about how / where products are made, sustainability practices, ethical sourcing, factory audits, or our environmental commitments. Triggers: "where are your products made", "manufacturing locations", "are your products ethical", "are you sustainable", "what factories do you use", "Bluesign", "are your suppliers audited", "how do you test products", "what's your packaging like", "do you have a take-back program", "what's your waste hierarchy".

Customer is asking about our social media accounts, Facebook groups, or how to engage with us on social. Triggers: "what's your Instagram", "do you have Facebook", "where can I follow you", "Dope Snow Community", "buy sell swap group", "Facebook group", "should I tag you", "how do I get featured on your page".

Customer wants to know if a specific product they own (or are about to buy) is insulated or shell-only. Triggers: "is this insulated", "is this a shell jacket", "how do I know if my jacket has insulation", "does this jacket have padding", "insulated or shell version", "insulation level", "EAN code", "SKU on care label", "identify whether a jacket is insulated or shell".

Customer is asking about working at Ridestore, DOPE, or MONTEC — open positions, internships, customer experience roles, photo studio jobs, sending a CV. Triggers: "are you hiring", "do you have job openings", "I want to work at Ridestore", "internships", "send my CV", "career page", "CX team jobs", "customer service jobs", "photo studio jobs in Gothenburg", "model jobs in your team", "apply for a job", "apply for a position", "where do I apply"

Customer is asking about repairing their gear (proactively, not as a defective-product claim) or buying spare parts. Triggers: "where can I get my jacket repaired", "do you do repairs", "Tersus repair", "RecoMended", "how do I buy spare parts", "replacement zipper", "replacement buckle", "drawcord replacement", "I want to repair my own gear".

Customer's item arrived and the appearance is different from expectations — colour shade, pattern placement, slight design / trim differences from the website photo, or differences between two units of the same product. Triggers: "the colour is different from what I saw online", "my product looks different in real life", "the pattern is placed differently", "colour shade is off", "this isn't the colour I expected", "all-over print looks different", "is this colour right", "my jacket looks different from the photo", "is this from the new season", "carry-over product", "FIFO shipping", "I bought 2 of the same and they look slightly different", "different colours / trims on the same product".

Customer is asking about the relationship between Ridestore, DOPE, and MONTEC — whether they're the same company, why there are three websites, what the difference between the brands is at the company level. Triggers: "are you the same company", "what's the difference between Ridestore and Dope", "is Ridestore the parent of MONTEC", "why three websites", "is DOPE part of Ridestore", "are MONTEC and DOPE the same", "is this all one brand".

Customer is asking about accessibility — needing content in an alternative format, asking about screen reader compatibility, large text, captions, EAA compliance, or our accessibility statement. Triggers: "accessibility", "screen reader", "I need this in large text", "EAA", "European Accessibility Act", "accessible format", "where is your accessibility statement", "alternative format", "captions", "keyboard navigation".

Customer is reporting a problem with our website itself, before any payment attempt — page not loading, error messages on a content / browse / cart page, slow site, browser-side rendering issues. Triggers: "your site isn't working", "page won't load", "error on the website", "the cart isn't displaying my items", "the site is slow", "white screen", "I can't add to cart", "my browser shows an error on the product page".

Customer or organisation is asking about placing a large order — typically for a ski club, school, company, or group. Triggers: "bulk order", "large order", "30 items", "ski club order", "company order", "team order", "do you offer bulk discounts", "we want to outfit our team".

Customer is asking about helmet use in our content or our position on helmets. Triggers: "why isn't the rider wearing a helmet in this ad", "do you require helmets", "you should always show helmets", "I noticed your athlete isn't wearing a helmet", "what's your stance on helmets", "is helmet safety important to you".

Customer is raising a topic Powder must NOT answer alone — political situations, global conflicts, requests for the brand to take a public stance on a culture-war or social issue, donation or charitable sponsorship requests, requests to support or denounce a movement, or claims of discrimination requiring formal response. Triggers: customer mentioning war, conflict, geopolitics, asking our stance on a political / social / culture-war cause, demanding a public brand statement, asking us to donate gear or money, asking us to sponsor a charitable event or community project, asking us to support a movement, claiming discrimination.

Customer is raising a concern about diversity, body-type representation, or inclusivity in our marketing, models, or content. Triggers: "you don't have diverse models", "your models are all the same body type", "where are the plus-size models", "your content isn't inclusive", "I don't see myself represented", "your marketing is too homogeneous", "are you doing anything about representation".

Customer is offering to collaborate or partner with us as a creator — applying to be an ambassador, influencer, content creator, photographer, videographer, athlete, model, or media partner. Triggers: "I want to be an ambassador", "can I collaborate with you", "I'm an athlete and want to be sponsored", "I'm a content creator and would love to work with you", "I'm a photographer", "I run a ski school / ski team", "I'd like to send you my portfolio", "creator partnership".

Customer is asking who's on our athlete or ambassador roster, whether a specific person is sponsored by us, or about the difference between rider categories. Triggers: "who are your athletes", "is [name] sponsored by you", "who's on the DOPE team", "MONTEC athletes", "your ambassadors", "your influencers", "what's the difference between athlete and ambassador".

Customer is asking why prices differ between regions, currencies, or country versions of our website. Triggers: "why is it more expensive in my country", "why do EU and US prices differ", "currency conversion seems wrong", "regional pricing", "can I order from the US site to save money", "the price is different on the Swedish site".

Customer is asking about a price difference between what they paid and a price they're seeing now — either because the price dropped on our own website after their purchase, or because they've found the same item cheaper somewhere else. Triggers: "the price went down after I bought it", "can you refund the difference", "I just bought this and now it's on sale", "I found this cheaper on [other site]", "do you price match", "I want a partial refund because of the price drop".

Customer is asking about sales, seasonal discounts, Black Friday, or wondering when the next sale is. Triggers: "do you have a sale", "when's your next sale", "are you doing Black Friday", "why isn't this on sale", "do you have end of season sales", "should I wait to buy", "I'm waiting for a sale", "do you participate in Cyber Monday".

Customer is asking about stock availability, restocks, or how to get notified when an item is back. Triggers: "is this in stock", "when will it be back", "do you restock", "how do I get notified when it's available again", "out of stock", "restock notification", "expected delivery date", "is [product] coming back", "will you make more", "sign me up for restock alerts".

Customer is asking how to wash, dry, store, or maintain their gear. Triggers: "how do I wash this jacket", "can I tumble dry", "how to dry waterproof gear", "DWR reactivation", "can I iron my jacket", "can I steam my jacket", "what detergent should I use", "how do I store my snow gear", "off-season storage", "Nikwax", "Grangers", "wash-in DWR treatment".

Customer is asking about DWR (durable water repellency) chemistry, PFAS / PFOA / fluorocarbon presence in our products, or whether our materials are chemically safe. Triggers: "is your DWR PFAS-free", "do your jackets contain PFAS", "what's DWR", "how does DWR work", "are your fabrics chemically safe", "Bluesign chemistry", "fluorocarbon", "perfluoroalkyl", "PFOA-free".

Customer is asking about helmets — sizing, fit, MIPS, ventilation, audio compatibility, goggle compatibility, models, or who makes our helmets. Triggers: "what size helmet", "how do I measure my head", "do your helmets have MIPS", "Bern helmets", "is the helmet adjustable", "can I wear a beanie under it", "audio helmet", "do your helmets have speakers", "are your helmets safety-certified".

Customer is asking about gloves or mittens — sizing, models, features, water resistance, or warmth. Triggers: "are your gloves waterproof", "gloves vs mittens", "what size glove am I", "Glove Ace", "Mitten Roast", "Glove Kilo", "Glove Power", "do your gloves have touchscreen", "are mittens warmer", "liner gloves", "fleece gloves", "what gloves for cold weather".

Customer is asking about base layers, mid-layers, layering systems, fleeces, or what to wear under their jacket. Triggers: "what's a base layer", "how do I layer", "do I need a mid-layer", "fleece vs base layer", "merino vs synthetic", "should I wear cotton under my jacket", "thermal underwear", "Snuggle Top", "Comfy", "Cozy", "Pile", "Sublime", "Forge", "Echo", "Uniform", "Bravo".

Customer is asking what size a specific Dope or Montec athlete or ambassador wears, often because they saw the athlete in content or on Instagram and want a sizing reference. Triggers: "what size does [athlete name] wear", "I'm the same height as [athlete], what size should I get", "what size is Jesper Tjäder", "Sven Thorgren sizing", "Felix Wiemers size", or any specific athlete name in a sizing context.

Customer believes they purchased from a fake or fraudulent website pretending to be DOPE, MONTEC, or Ridestore — and now needs help (chargeback, evidence, security advice). Triggers: "I think I bought from a fake site", "I haven't received my order from [non-official URL]", "fake website", "I got scammed", "fraudulent site", "this site charged me but isn't real", "phishing email pretending to be Ridestore", "fake Dope / Montec website charged my card", "I want a chargeback".

Customer is asking about tax exemption — VAT exemption, tax-free shopping, diplomatic exemption, or Native Status exemption (Canada). Triggers: "tax exemption", "VAT exemption", "I'm a diplomat", "diplomatic card", "Native Status Card", "I live on a reserve", "tax-free shopping", "Global Blue", "Innovatax", "tourist VAT refund", "can I claim back the tax", "I qualify for tax exemption".

Customer's payment was declined or failed during checkout. Triggers: "my card was declined", "payment didn't go through", "I get a 'something went wrong' message", "3D Secure didn't work", "the checkout keeps failing", "my Klarna was declined", "I can't complete payment", "PayPal won't go through", "payment timed out", "checkout error".

Customer paid but didn't receive an order confirmation email, or is unsure whether the order went through. Triggers: "I paid but didn't get a confirmation", "where's my order confirmation", "I think I was charged but no email", "did my order go through", "I don't see an order in my account", "the payment cleared but no confirmation", "I'm worried my order didn't process".

Customer is asking what payment methods we accept, or whether a specific method is available. Triggers: "what payment methods do you accept", "do you take Klarna", "can I pay with PayPal", "is Apple Pay available", "do you accept [card type]", "what's available at checkout", "can I pay later", "buy now pay later", "do you have [payment method]", "I don't see my payment option".

Customer is asking about a shipping destination or address type that's outside our official shipping coverage — specifically: military / diplomatic addresses (BFPO, APO, FPO, DPO), countries we don't serve at all, third-party forwarding services to reach unsupported countries, or codes / documents the customer needs to self-arrange import to a country we don't ship to (EORI numbers, HS codes, export declarations, customer-managed VAT). Triggers: "BFPO", "APO", "FPO", "DPO", "British Forces Post Office", "military address", "Air Post Office", "Fleet Post Office", "Diplomatic Post Office", "can you ship to my military base", "I'm deployed and want to order", "do you ship to [country we don't serve]", "can I use a forwarding service", "third-party forwarding", "I want to self-import to [unsupported country]", "what's your EORI number for [unsupported country]", "what's the HS code for this product so I can self-import", "can you provide an export declaration", "I'm self-arranging the import to a country you don't ship to".

Customer's parcel was returned to us by the courier — for various reasons (refused delivery, address issue, customs, didn't pick up). Triggers: "my parcel was returned to sender", "courier sent it back", "package returned", "I refused delivery, can you ship again", "I missed pickup at the parcel locker, what now", "customs sent my order back", "my parcel didn't make it through customs".

Customer received an item that doesn't match what they ordered (wrong SKU — different model, different colour name, different size, completely different product) OR one of the items in their order is missing from the package. Triggers: "I got the wrong item", "this isn't what I ordered", "my package is missing one item", "the colour name doesn't match what I ordered", "they sent the wrong size", "I ordered 2 items but only got 1", "this isn't my order", "I received someone else's order", "the wrong jacket arrived".

Customer received their order and reports damage to the package or the items inside. Triggers: "my package arrived damaged", "the box was crushed", "items were damaged in transit", "torn package", "wet box", "broken zipper on arrival", "ripped jacket out of the box", "damage during shipping".

Customer's entire parcel has not arrived and tracking does NOT show "Delivered" — typically: tracking is stuck in transit, hasn't moved for days, or the parcel never made it past a certain point and the expected delivery window has passed. Triggers: "I haven't received my order", "where is my parcel", "my order hasn't arrived", "tracking hasn't updated in days", "the parcel seems lost", "courier never showed up", "my package has been stuck for weeks", "tracking still says in transit and it's been weeks".

Customer is asking about collection point delivery — picking up the parcel at a post office, parcel shop, or partner location instead of home delivery. Triggers: "collection point", "pickup point", "Afhaallocatie", "can I pick up my parcel", "deliver to a parcel shop", "where do I collect my parcel", "I selected a collection point but my address shows my home", "post office pickup", "parcel locker pickup".

Customer wants to cancel an order — either before it ships, after it shipped, or wants to cancel a replacement order. Triggers: "I want to cancel my order", "stop my order", "cancel the order I just placed", "I changed my mind", "can I cancel after it ships", "refuse delivery", "cancel this order before shipping", "cancel my replacement order".

Customer received an email saying one of their items is unavailable / cancelled, or noticed an item was missing from their shipment because it went out of stock between order and pack. Triggers: "I got an email saying one of my items is out of stock", "Cancelled OOS", "you took an item out of my order", "my order is missing one item, it says cancelled", "I got a 10% discount code with my order — why", "one of my items wasn't in my package".

Customer is asking when their order will ship, what time the cut-off is, or whether the warehouse is closed for a holiday. Triggers: "when does my order ship", "what time is the cut-off", "if I order now will it ship today", "are you closed for [holiday]", "Christmas cut-off", "warehouse holiday", "do you ship on weekends", "when do you process orders", "shipping cut-off time".

Customer's order shipped with a different courier than they selected at checkout. Most commonly: paid for UPS Express, got USPS or standard. Triggers: "I paid for UPS Express but got USPS", "wrong courier", "I paid for express and got standard", "courier substitution", "different courier than selected", "I paid extra for fast shipping but it's standard".

Customer is asking whether we ship to a specific country, what countries are supported, or why we don't ship to a particular territory. Triggers: "do you ship to [country]", "where do you deliver", "is [country] supported", "do you ship to Greenland / Svalbard / Canary Islands / etc.", "can I order from [non-supported country]", "ship to my country".

Customer changed their mind after sending a return and wants the item back, or wants to stop or cancel a return that's already in transit. Triggers: "I changed my mind, can you send my return back to me", "can you stop my return", "I need that item, please don't process the return", "I want to cancel my return", "can you intercept my returned package", "the return is already on its way, can I get it back".

Customer is asking whether they can combine items from multiple orders into one return parcel, or has already done so and wants to confirm it'll be processed correctly. Triggers: "can I return items from different orders together", "I have two orders, can I send them in one box", "I packed multiple orders together", "do I need separate parcels", "combining returns", "can I save shipping by combining returns".

Customer is asking how long a refund will take to arrive, or how the refund timing works by payment method (card, PayPal, Klarna). Use this skill when the customer is still within the typical refund window and is asking about the timeline. Triggers: "when will I get my refund", "how long do refunds take", "how long until my money is back", "how long does the warehouse take after I drop off", "is my return processed yet", "how does refund timing work for [card / PayPal / Klarna]", "what's the typical refund time", "refund timeline", "how many business days for a card refund".

Customer is asking how to start, register, or send their return — what they need, what the steps are, how to package the parcel, whether to include paperwork inside, or what email to use. Triggers: "how do I register a return", "where's the return page", "do I print a label", "what's the QR option", "how do I package my return", "do I include paperwork inside the package", "how do I send it back", "what email do I use", "how do I start a return", "what do I need to register".

Customer received an item as a gift and wants to return it, exchange it, or get a refund. Triggers: "I got this as a gift", "I want to return a gift", "the gift doesn't fit", "can I exchange a gift for a different size", "how do I return without telling the gift giver", "gift recipient", "I received this as a present", "my partner / friend / parent ordered this for me and I need to return".

Customer wants to exchange an item — a different size, colour, or model. Triggers: "can I exchange this", "I want a different size", "swap for another colour", "exchange for the larger version", "trade this in for", "is exchange free", "how do I exchange", "can I size up / size down".

Customer is asking whether an item or order is eligible for return — the return window, condition requirements, the holiday extension, exceptions, or whether their specific item still qualifies. Triggers: "can I return this", "what's your return window", "is it too late to return", "I lost the tags", "I tried it on but didn't wear it", "do I qualify for a return", "I'm a few days past 30 days", "is this returnable", "do I have the holiday window", "can I return without the original packaging".

Detailed snow outerwear product knowledge for Dope and Montec brands.

Product information, sizing guide, FitFinder, fit advice, measurement charts, layering tips, and size comparisons.

Payment methods, checkout process, payment failure troubleshooting, Klarna issues, PayPal problems, pending charges, and 3D Secure verification.

Company information, brand differences, sustainability, social media, product availability and restocking, renewed items, spare parts, and fake websites.

Customer asks about an order: order status, tracking, delivery, returns, refunds, cancellations, address changes, or any action that requires looking up an order by order number. Handles identity validation before sharing order details.

Order tracking, courier information, tracking number formats, tracking statuses, and why tracking is not updating.

Missing items, wrong products received, lost packages, damaged deliveries, cancelled stock, and replacement orders.

Delivery problems: missed deliveries, address changes before and after shipping, returned-to-sender parcels, customs issues, and collection point pickups.

Helps customers choose what to buy. Product recommendations, model comparisons, "which jacket is warmest", "what fits like X", and purchase decisions — using live catalog data and verified review data.

Product information, sizing guide, FitFinder, fit advice, measurement charts, layering tips, and size comparisons.

Customer is asking where or how to drop off a return parcel based on their country, OR is having a problem with their return label, QR code, or the drop-off point. Triggers: "where do I drop off my return", "what courier handles returns in [country]", "is home collection available", "how do returns work in [country]", "I lost my return label", "I can't print my label", "the QR code isn't working", "I don't have a printer", "the drop-off point won't scan my code", "the staff don't recognize my label", "DHL Parcel won't accept", "Helthjem", "Swiss Post return", "Smartposti locker", "Purolator return", "do you collect from my home".

Return policy, how to register a return, return labels, paperless/QR code returns, drop-off issues, and return tracking.

Refund processing, timelines by payment method (card, PayPal, Klarna), backdated refunds, and missing refund troubleshooting.