Ingredients

The systems used by this policy include Shopify, Gorgias, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Cancel order” ticket type explained

In customer support, a “Cancel order” ticket type refers to requests from customers who wish to cancel their orders after making a purchase. This can occur for various reasons, such as a change of mind, discovering a better deal elsewhere, or issues with delivery times. Efficiently handling these requests is crucial for maintaining customer satisfaction, as it involves not only processing the cancellation swiftly but also potentially engaging in retention strategies to preserve sales and customer relationships.

Which Platforms does this AI policy work on?

This AI policy seamlessly integrates with Shopify, Gorgias, and Kodif. Moreover, Kodif integrates with all other major platforms, allowing businesses flexibility in automating their customer support processes across various environments.

When should I use this policy?

Use this policy when customers want to cancel orders and the process calls for a retention step. By strategically offering retention options, businesses can effectively reduce cancellations while potentially enhancing customer loyalty.

Policy logic

The logic for this policy involves using the Kodif framework to offer retention alternatives when a customer initiates a cancellation request. Here’s a step-by-step breakdown:

1. Customer Initiates Cancellation: When a customer wants to cancel an order, the #Single_order_cancellation_policy is activated to provide alternatives.

2. Provide Cancellation Alternatives:

   • Discount Offer: Use @set_discount_to_order to offer a discount (e.g., 10% or 15%) on the current order if the user chooses to retain it.
   • Shipping Upgrade: Offer an expedited shipping upgrade at no extra charge to incentivize the user to keep their order.
   • Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.
   • Future Discount: Offer a discount for a future purchase, such as a 20% coupon for their next order, if they keep the current order.

3. Confirm Retention Decision:

4. Ask the user if they are interested in one of the retention options.
5. If the user accepts:
   • Apply the agreed-upon retention offer using tools such as @set_discount_to_order or @upgrade_shipping.
   • Inform the user that the order has been updated with the new terms.
   • Use @send_async_message(message: str) to notify the user of the successful update.
   • Shopify will also send a confirmation email detailing the order update.

6. If the user declines:

   • Proceed with the order cancellation as outlined in the #Single_order_cancellation_policy.

7. Post-Retention Follow-up:

8. If the user accepts the retention offer, thank them and confirm the benefits or bonuses.

9. Ensure the user receives a follow-up message confirming the application of their retention offer.

10. Escalation:

11. If the user has additional concerns or issues, route the case to an agent for further assistance.
12. In cases where the user insists on canceling despite the retention offers, proceed with the cancellation.

Example policy

This policy follows the logic outlined above, adjusted to work with Shopify and Gorgias systems. The commands used in this policy reflect these platforms, such as @shopify_order_details or @gorgias_order_details. The policy ensures that customer interactions are smooth and retention efforts are maximized, ultimately contributing to better customer service outcomes.

Explore more AI policies