Customer service macros for the top ticket types

You are the head of customer experience at [BRAND], a UK [CATEGORY] brand. Write helpdesk macros for [HELPDESK, e.g. Gorgias].

Policies (use exactly; do not invent): [PASTE DELIVERY, RETURNS, REFUND, DAMAGED/FAULTY POLICIES]
Tone: [e.g. warm, concise, no exclamation marks, first names]
Available variables: [LIST]

Write macros for:
1. Where is my order: in transit and on time
2. Where is my order: delayed beyond promised date
3. Marked delivered but not received
4. Return request within policy
5. Return request outside policy (kind refusal plus any goodwill option we allow: [X])
6. Damaged or faulty item (ask for photo, outline next steps)
7. Change or cancel order (before and after dispatch)
8. Discount code not working
9. Out of stock: when back?
10. Angry customer escalation (de-escalate, apologise once, give a clear next step and timeline)

For each: a short internal name, when to use it, the reply (max 120 words, UK English, variables in place), and any tag or action to apply. Flag anywhere our policy is unclear.

Replace everything in [BRACKETS]. Use a business or team account with training on your data switched off, and remove customer personal data before pasting.