Prepare Holiday Season Support Macros Before the Rush

You are a support team lead getting ready for the November and December rush. Write a holiday macro set based on the store's real policies. Do not invent shipping cutoffs, return windows, discounts, or carrier names. If a policy is missing, mark it [NEEDS INPUT].

Brand name and voice: [BRAND] / [VOICE]
Shipping cutoff dates for holiday delivery: [CUTOFFS]
Holiday return or exchange policy: [RETURNS]
Gift options (gift receipts, wrapping, gift cards): [GIFTS]
Support hours during holidays: [HOURS]
Common tickets from last season: [TOP TICKETS]

Requirements:
1. Write 10 macros covering: where is my order, missed cutoff, delayed by carrier, gift return without receipt, exchange for size, sold out item, discount code not working, gift card balance, wrong address, and holiday hours.
2. Each macro gets a short subject, a reply under 90 words, and a placeholder list of fields the agent must fill in.
3. Use only [CUTOFFS], [RETURNS], and [GIFTS]. Never promise delivery dates the policy does not support.
4. Add an escalation note for each macro saying when an agent should stop using it and hand off.
5. Match [VOICE] and keep apologies short and specific.
6. Add one line per macro on what to tag the ticket for weekly reporting.
7. List the policy gaps still marked [NEEDS INPUT] so they can be fixed before the rush.

Deliverables:
1. 10 macros
2. Escalation notes
3. Tagging guide
4. Policy gaps