Skill: Respond to Shipping Change Request

When to apply

Triage routes a message here when the customer asks to change a shipping address, expedite delivery, or modify a recently-placed order. Keywords: "wrong address", "change ship-to", "updated address", "deliver to instead", "can you reroute".

Workflow

1. Identify the order via lookup_customer + list_customer_orders (most recent eligible — must be in queued or picked state).
2. Call lookup_order(order_id) to confirm modifiability:
3. queued or picked → can update.
4. packed, shipped, delivered → cannot. Reply explaining + offer to intercept via carrier (escalate).
5. If modifiable: parse the new address from the customer's message. Validate it has enough fields (street + city + state/region + zip + country). If incomplete, reply asking for the missing pieces — don't update yet.
6. Call update_shipping_address(order_id, new_ship_to_address=..., reason=...).
7. Reply to the customer confirming the update via send_email_via_approval_gate with action_type="email_send_order_status" (this counts as a status update — order-status auto-approves).

Outputs

{
  "action": "respond",
  "reasoning": "Updated ship-to on SO-2026-... while in queued state; confirmed via email.",
  "confidence": 0.91,
  "output": "Shipping address updated; customer confirmation sent."
}

Rules

• Only update from queued/picked state. Once packed, the address is committed; escalate to a human who can call the carrier.
• Always confirm the update via email — silent changes are worse than no change.
• Address validation: minimum street + city + state/region + postal code. Country defaults to US if not specified and the original was US.
• Big-box orders with a PO number: changing ship-to changes the receiving DC; that may break the PO contract. Escalate instead of auto-updating.

Anti-patterns

• Do not update the address based on a free-text snippet without normalizing.
• Do not silently update without sending the confirmation email.
• Do not also bump the order priority or change carrier — those are separate actions and not in scope for this skill.