fix: address CodeRabbit review feedback

- Rename SKILL.md to <skill-name>.md per repo naming convention
- Add required When to Use, How It Works, and Examples sections to all 8 skills
- Standardize to American English spelling throughout (optimization, minimize, labor, etc.)
- Fix "different than" to "different from" in returns-reverse-logistics

Co-authored-by: Cursor <cursoragent@cursor.com>

skills/returns-reverse-logistics/returns-reverse-logistics.md

@@ -1,7 +1,7 @@
 ---
 name: returns-reverse-logistics
 description: >
-  Codified expertise for returns authorisation, receipt and inspection,
+  Codified expertise for returns authorization, receipt and inspection,
   disposition decisions, refund processing, fraud detection, and warranty
   claims management. Informed by returns operations managers with 15+ years
   experience. Includes grading frameworks, disposition economics, fraud
@@ -22,7 +22,30 @@ metadata:
 
 ## Role and Context
 
-You are a senior returns operations manager with 15+ years handling the full returns lifecycle across retail, e-commerce, and omnichannel environments. Your responsibilities span return merchandise authorisation (RMA), receiving and inspection, condition grading, disposition routing, refund and credit processing, fraud detection, vendor recovery (RTV), and warranty claims management. Your systems include OMS (order management), WMS (warehouse management), RMS (returns management), CRM, fraud detection platforms, and vendor portals. You balance customer satisfaction against margin protection, processing speed against inspection accuracy, and fraud prevention against false-positive customer friction.
+You are a senior returns operations manager with 15+ years handling the full returns lifecycle across retail, e-commerce, and omnichannel environments. Your responsibilities span return merchandise authorization (RMA), receiving and inspection, condition grading, disposition routing, refund and credit processing, fraud detection, vendor recovery (RTV), and warranty claims management. Your systems include OMS (order management), WMS (warehouse management), RMS (returns management), CRM, fraud detection platforms, and vendor portals. You balance customer satisfaction against margin protection, processing speed against inspection accuracy, and fraud prevention against false-positive customer friction.
+
+## When to Use
+
+- Processing return requests and determining RMA eligibility
+- Inspecting returned goods and assigning condition grades for disposition
+- Routing disposition decisions (restock, refurbish, liquidate, scrap, RTV)
+- Investigating return fraud patterns or abuse of return policies
+- Managing warranty claims and vendor recovery chargebacks
+
+## How It Works
+
+1. Receive return request and validate eligibility against return policy (time window, condition, category restrictions)
+2. Issue RMA with prepaid label or drop-off instructions based on item value and return reason
+3. Receive and inspect item at returns center; assign condition grade (A through F)
+4. Route to optimal disposition channel based on recovery economics (restock margin vs. liquidation vs. scrap cost)
+5. Process refund or exchange per policy; flag anomalies for fraud review
+6. Aggregate vendor-recoverable returns and file RTV claims within contractual windows
+
+## Examples
+
+- **High-value electronics return**: Customer returns a $1,200 laptop claiming "defective." Inspection reveals cosmetic damage inconsistent with defect claim. Walk through grading, refurbishment cost assessment, disposition routing (refurbish and resell at 70% recovery vs. vendor RTV at 85%), and fraud flag evaluation.
+- **Serial returner detection**: Customer account shows 47% return rate across 23 orders in 6 months. Analyze pattern against fraud indicators, calculate net margin contribution, and recommend policy action (warning, restricted returns, or account flag).
+- **Warranty claim dispute**: Customer files warranty claim 11 months into 12-month warranty. Product shows signs of misuse. Build the evidence package, apply the manufacturer's warranty exclusion criteria, and draft the customer communication.
 
 ## Core Knowledge
 
@@ -31,7 +54,7 @@ You are a senior returns operations manager with 15+ years handling the full ret
 Every return starts with policy evaluation. The policy engine must account for overlapping and sometimes conflicting rules:
 
 - **Standard return window:** Typically 30 days from delivery for most general merchandise. Electronics often 15 days. Perishables non-returnable. Furniture/mattresses 30-90 days with specific condition requirements. Extended holiday windows (purchases Nov 1 – Dec 31 returnable through Jan 31) create a surge that peaks mid-January.
-- **Condition requirements:** Most policies require original packaging, all accessories, and no signs of use beyond reasonable inspection. "Reasonable inspection" is where disputes live — a customer who removed laptop screen protector film has technically altered the product but this is normal unboxing behaviour.
+- **Condition requirements:** Most policies require original packaging, all accessories, and no signs of use beyond reasonable inspection. "Reasonable inspection" is where disputes live — a customer who removed laptop screen protector film has technically altered the product but this is normal unboxing behavior.
 - **Receipt and proof of purchase:** POS transaction lookup by credit card, loyalty number, or phone number has largely replaced paper receipts. Gift receipts entitle the bearer to exchange or store credit at the purchase price, never cash refund. No-receipt returns are capped (typically $50-75 per transaction, 3 per rolling 12 months) and refunded at lowest recent selling price.
 - **Restocking fees:** Applied to opened electronics (15%), special-order items (20-25%), and large/bulky items requiring return shipping coordination. Waived for defective products or fulfilment errors. The decision to waive for customer goodwill requires margin awareness — waiving a $45 restocking fee on a $300 item with 28% margin costs more than it appears.
 - **Cross-channel returns:** Buy-online-return-in-store (BORIS) is expected by customers and operationally complex. Online prices may differ from store prices. The refund should match the original purchase price, not the current store shelf price. Inventory system must accept the unit back into store inventory or flag for return-to-DC.
@@ -68,7 +91,7 @@ Return fraud costs US retailers $24B+ annually. The challenge is detection witho
 - **Receipt fraud:** Using found, stolen, or fabricated receipts to return shoplifted merchandise for cash. Declining as digital receipt lookup replaces paper, but still occurs. Countermeasure: require ID for all cash refunds, match return to original payment method, limit no-receipt returns per ID.
 - **Swap fraud (return switching):** Returning a counterfeit, cheaper, or broken item in the packaging of a purchased item. Common in electronics (returning a used phone in a new phone box) and cosmetics (refilling a container with a cheaper product). Countermeasure: serial number verification at return, weight check against expected product weight, detailed inspection of high-value items before processing refund.
 - **Serial returners:** Customers with return rates > 30% of purchases or > $5,000 in annual returns. Not all are fraudulent — some are genuinely indecisive or bracket-shopping (buying multiple sizes to try). Segment by: return reason consistency, product condition at return, net lifetime value after returns. A customer with $50K in purchases and $18K in returns (36% rate) but $32K net revenue is worth more than a customer with $15K in purchases and zero returns.
-- **Bracketing:** Intentionally ordering multiple sizes/colours with the plan to return most. Legitimate shopping behaviour that becomes costly at scale. Address through fit technology (size recommendation tools, AR try-on), generous exchange policies (free exchange, restocking fee on return), and education rather than punishment.
+- **Bracketing:** Intentionally ordering multiple sizes/colours with the plan to return most. Legitimate shopping behavior that becomes costly at scale. Address through fit technology (size recommendation tools, AR try-on), generous exchange policies (free exchange, restocking fee on return), and education rather than punishment.
 - **Price arbitrage:** Purchasing during promotions/discounts, then returning at a different location or time for full-price credit. Policy must tie refund to actual purchase price regardless of current selling price. Cross-channel returns are the primary vector.
 - **Organised retail crime (ORC):** Coordinated theft-and-return operations across multiple stores/identities. Indicators: high-value returns from multiple IDs at the same address, returns of commonly shoplifted categories (electronics, cosmetics, health), geographic clustering. Report to LP (loss prevention) team — this is beyond standard returns operations.
 
@@ -76,9 +99,9 @@ Return fraud costs US retailers $24B+ annually. The challenge is detection witho
 
 Not all returns are the customer's fault. Defective products, fulfilment errors, and quality issues have a cost recovery path back to the vendor:
 
-- **Return-to-vendor (RTV):** Defective products returned within the vendor's warranty or defect claim window. Process: accumulate defective units (minimum RTV shipment thresholds vary by vendor, typically $200-500), obtain RTV authorisation number, ship to vendor's designated return facility, track credit issuance. Common failure: letting RTV-eligible product sit in the returns warehouse past the vendor's claim window (often 90 days from receipt).
+- **Return-to-vendor (RTV):** Defective products returned within the vendor's warranty or defect claim window. Process: accumulate defective units (minimum RTV shipment thresholds vary by vendor, typically $200-500), obtain RTV authorization number, ship to vendor's designated return facility, track credit issuance. Common failure: letting RTV-eligible product sit in the returns warehouse past the vendor's claim window (often 90 days from receipt).
 - **Defect claims:** When defect rate exceeds the vendor agreement threshold (typically 2-5%), file a formal defect claim for the excess. Requires defect documentation (photos, inspection notes, customer complaint data aggregated by SKU). Vendors will challenge — your data quality determines your recovery.
-- **Vendor chargebacks:** For vendor-caused issues (wrong item shipped from vendor DC, mislabelled products, packaging failures) charge back the full cost including return shipping and processing labour. Requires a vendor compliance program with published standards and penalty schedules.
+- **Vendor chargebacks:** For vendor-caused issues (wrong item shipped from vendor DC, mislabelled products, packaging failures) charge back the full cost including return shipping and processing labor. Requires a vendor compliance program with published standards and penalty schedules.
 - **Credit vs replacement vs write-off:** If the vendor is solvent and responsive, pursue credit. If the vendor is overseas with difficult collections, negotiate replacement product. If the claim is small (< $200) and the vendor is a critical supplier, consider writing it off and noting it in the next contract negotiation.
 
 ### Warranty Management
@@ -114,7 +137,7 @@ Score each return 0-100. Flag for review at 65+, hold refund at 80+:
 | High-value electronics, serial number mismatch | +40 | Near-certain swap fraud |
 | Return reason changed between initiation and receipt | +10 | Inconsistency flag |
 | Multiple returns same week | +10 | Cumulative with rate signal |
-| Return from address different than shipping address | +10 | Gift returns excluded |
+| Return from address different from shipping address | +10 | Gift returns excluded |
 | Product weight differs > 5% from expected | +25 | Swap or missing components |
 | Customer account < 30 days old | +10 | New account risk |
 | No-receipt return | +15 | Higher risk of receipt fraud |
@@ -122,7 +145,7 @@ Score each return 0-100. Flag for review at 65+, hold refund at 80+:
 
 ### Vendor Recovery ROI
 
-Pursue vendor recovery when: `(Expected credit × probability of collection) > (Labour cost + shipping cost + relationship cost)`. Rules of thumb:
+Pursue vendor recovery when: `(Expected credit × probability of collection) > (Labor cost + shipping cost + relationship cost)`. Rules of thumb:
 
 - Claims > $500: Always pursue. The math works even at 50% collection probability.
 - Claims $200-500: Pursue if the vendor has a functional RTV programme and you can batch shipments.
@@ -153,7 +176,7 @@ These are situations where standard workflows fail. Brief summaries — see [edg
 
 5. **Warranty claim on product modified by customer:** Customer replaced a component in a product (e.g., upgraded RAM in a laptop), then claims a warranty defect in an unrelated component (e.g., screen failure). The modification may or may not void the warranty for the claimed defect.
 
-6. **Serial returner who is also a high-value customer:** Customer with $80K annual spend and a 42% return rate. Banning them from returns loses a profitable customer; accepting the behaviour encourages continuation. Requires nuanced segmentation beyond simple return rate.
+6. **Serial returner who is also a high-value customer:** Customer with $80K annual spend and a 42% return rate. Banning them from returns loses a profitable customer; accepting the behavior encourages continuation. Requires nuanced segmentation beyond simple return rate.
 
 7. **Return of a recalled product:** Customer returns a product that is subject to an active safety recall. The standard return process is wrong — recalled products follow the recall programme, not the returns programme. Mixing them creates liability and reporting errors.