@heyai-rules/pilo-masterkit 2.1.0 → 3.1.0

package/.agent/skills/customer-billing-ops/SKILL.md

@@ -1,140 +1,140 @@
----
-name: customer-billing-ops
-description: Operate customer billing workflows such as subscriptions, refunds, churn triage, billing-portal recovery, and plan analysis using connected billing tools like Stripe. Use when the user needs to help a customer, inspect subscription state, or manage revenue-impacting billing operations.
-origin: ECC
----
-
-# Customer Billing Ops
-
-Use this skill for real customer operations, not generic payment API design.
-
-The goal is to help the operator answer: who is this customer, what happened, what is the safest fix, and what follow-up should we send?
-
-## When to Use
-
-- Customer says billing is broken, they want a refund, or they cannot cancel
-- Investigating duplicate subscriptions, accidental charges, failed renewals, or churn risk
-- Reviewing plan mix, active subscriptions, yearly vs monthly conversion, or team-seat confusion
-- Creating or validating a billing portal flow
-- Auditing support complaints that touch subscriptions, invoices, refunds, or payment methods
-
-## Preferred Tool Surface
-
-- Use connected billing tools such as Stripe first
-- Use email, GitHub, or issue trackers only as supporting evidence
-- Prefer hosted billing/customer portals over custom account-management code when the platform already provides the needed controls
-
-## Guardrails
-
-- Never expose secret keys, full card details, or unnecessary customer PII in the response
-- Do not refund blindly; first classify the issue
-- Distinguish among:
-  - accidental duplicate purchase
-  - deliberate multi-seat or team purchase
-  - broken product / unmet value
-  - failed or incomplete checkout
-  - cancellation due to missing self-serve controls
-- For annual plans, team plans, and prorated states, verify the contract shape before taking action
-
-## Workflow
-
-### 1. Identify the customer cleanly
-
-Start from the strongest identifier available:
-
-- customer email
-- Stripe customer ID
-- subscription ID
-- invoice ID
-- GitHub username or support email if it is known to map back to billing
-
-Return a concise identity summary:
-
-- customer
-- active subscriptions
-- canceled subscriptions
-- invoices
-- obvious anomalies such as duplicate active subscriptions
-
-### 2. Classify the issue
-
-Put the case into one bucket before acting:
-
-| Case | Typical action |
-|------|----------------|
-| Duplicate personal subscription | cancel extras, consider refund |
-| Real multi-seat/team intent | preserve seats, clarify billing model |
-| Failed payment / incomplete checkout | recover via portal or update payment method |
-| Missing self-serve controls | provide portal, cancellation path, or invoice access |
-| Product failure or trust break | refund, apologize, log product issue |
-
-### 3. Take the safest reversible action first
-
-Preferred order:
-
-1. restore self-serve management
-2. fix duplicate or broken billing state
-3. refund only the affected charge or duplicate
-4. document the reason
-5. send a short customer follow-up
-
-If the fix requires product work, separate:
-
-- customer remediation now
-- product bug / workflow gap for backlog
-
-### 4. Check operator-side product gaps
-
-If the customer pain comes from a missing operator surface, call it out explicitly. Common examples:
-
-- no billing portal
-- no usage/rate-limit visibility
-- no plan/seat explanation
-- no cancellation flow
-- no duplicate-subscription guard
-
-Treat those as ECC or website follow-up items, not just support incidents.
-
-### 5. Produce the operator handoff
-
-End with:
-
-- customer state summary
-- action taken
-- revenue impact
-- follow-up text to send
-- product or backlog issue to create
-
-## Output Format
-
-Use this structure:
-
-```text
-CUSTOMER
-- name / email
-- relevant account identifiers
-
-BILLING STATE
-- active subscriptions
-- invoice or renewal state
-- anomalies
-
-DECISION
-- issue classification
-- why this action is correct
-
-ACTION TAKEN
-- refund / cancel / portal / no-op
-
-FOLLOW-UP
-- short customer message
-
-PRODUCT GAP
-- what should be fixed in the product or website
-```
-
-## Examples of Good Recommendations
-
-- "The right fix is a billing portal, not a custom dashboard yet"
-- "This looks like duplicate personal checkout, not a real team-seat purchase"
-- "Refund one duplicate charge, keep the remaining active subscription, then convert the customer to org billing later if needed"
+---
+name: customer-billing-ops
+description: Operate customer billing workflows such as subscriptions, refunds, churn triage, billing-portal recovery, and plan analysis using connected billing tools like Stripe. Use when the user needs to help a customer, inspect subscription state, or manage revenue-impacting billing operations.
+origin: ECC
+---
+
+# Customer Billing Ops
+
+Use this skill for real customer operations, not generic payment API design.
+
+The goal is to help the operator answer: who is this customer, what happened, what is the safest fix, and what follow-up should we send?
+
+## When to Use
+
+- Customer says billing is broken, they want a refund, or they cannot cancel
+- Investigating duplicate subscriptions, accidental charges, failed renewals, or churn risk
+- Reviewing plan mix, active subscriptions, yearly vs monthly conversion, or team-seat confusion
+- Creating or validating a billing portal flow
+- Auditing support complaints that touch subscriptions, invoices, refunds, or payment methods
+
+## Preferred Tool Surface
+
+- Use connected billing tools such as Stripe first
+- Use email, GitHub, or issue trackers only as supporting evidence
+- Prefer hosted billing/customer portals over custom account-management code when the platform already provides the needed controls
+
+## Guardrails
+
+- Never expose secret keys, full card details, or unnecessary customer PII in the response
+- Do not refund blindly; first classify the issue
+- Distinguish among:
+  - accidental duplicate purchase
+  - deliberate multi-seat or team purchase
+  - broken product / unmet value
+  - failed or incomplete checkout
+  - cancellation due to missing self-serve controls
+- For annual plans, team plans, and prorated states, verify the contract shape before taking action
+
+## Workflow
+
+### 1. Identify the customer cleanly
+
+Start from the strongest identifier available:
+
+- customer email
+- Stripe customer ID
+- subscription ID
+- invoice ID
+- GitHub username or support email if it is known to map back to billing
+
+Return a concise identity summary:
+
+- customer
+- active subscriptions
+- canceled subscriptions
+- invoices
+- obvious anomalies such as duplicate active subscriptions
+
+### 2. Classify the issue
+
+Put the case into one bucket before acting:
+
+| Case | Typical action |
+|------|----------------|
+| Duplicate personal subscription | cancel extras, consider refund |
+| Real multi-seat/team intent | preserve seats, clarify billing model |
+| Failed payment / incomplete checkout | recover via portal or update payment method |
+| Missing self-serve controls | provide portal, cancellation path, or invoice access |
+| Product failure or trust break | refund, apologize, log product issue |
+
+### 3. Take the safest reversible action first
+
+Preferred order:
+
+1. restore self-serve management
+2. fix duplicate or broken billing state
+3. refund only the affected charge or duplicate
+4. document the reason
+5. send a short customer follow-up
+
+If the fix requires product work, separate:
+
+- customer remediation now
+- product bug / workflow gap for backlog
+
+### 4. Check operator-side product gaps
+
+If the customer pain comes from a missing operator surface, call it out explicitly. Common examples:
+
+- no billing portal
+- no usage/rate-limit visibility
+- no plan/seat explanation
+- no cancellation flow
+- no duplicate-subscription guard
+
+Treat those as ECC or website follow-up items, not just support incidents.
+
+### 5. Produce the operator handoff
+
+End with:
+
+- customer state summary
+- action taken
+- revenue impact
+- follow-up text to send
+- product or backlog issue to create
+
+## Output Format
+
+Use this structure:
+
+```text
+CUSTOMER
+- name / email
+- relevant account identifiers
+
+BILLING STATE
+- active subscriptions
+- invoice or renewal state
+- anomalies
+
+DECISION
+- issue classification
+- why this action is correct
+
+ACTION TAKEN
+- refund / cancel / portal / no-op
+
+FOLLOW-UP
+- short customer message
+
+PRODUCT GAP
+- what should be fixed in the product or website
+```
+
+## Examples of Good Recommendations
+
+- "The right fix is a billing portal, not a custom dashboard yet"
+- "This looks like duplicate personal checkout, not a real team-seat purchase"
+- "Refund one duplicate charge, keep the remaining active subscription, then convert the customer to org billing later if needed"