Ingredients

The systems used by this policy include Shopify, Salesforce Service Cloud, 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 recent purchases. This type of inquiry is crucial as it often requires immediate attention to determine the reasons behind the cancellation and to offer potential solutions or alternatives. Proper handling of cancel order requests is essential to ensuring customer satisfaction, retaining sales, and understanding customer needs better. It’s an opportunity to engage with the customer, address any issues they might have, and possibly offer retention options to prevent the cancellation from happening.

Which Platforms does this AI policy work on?

This AI policy is specifically designed to work on Shopify, Salesforce Service Cloud, and Kodif. However, Kodif seamlessly integrates with all other major platforms, ensuring flexibility and adaptability across various e-commerce and customer support systems.

When should I use this policy?

This policy should be used when customers express a desire to cancel their orders and the process involves a retention step. The policy is designed to offer customers alternatives that may convince them to keep their orders, thereby reducing cancellation rates and enhancing customer satisfaction.

Policy logic

The logic for this policy is straightforward and involves offering customers retention alternatives to prevent order cancellations. This is achieved through a series of steps that utilize Kodif’s tools:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.
2. 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.
3. Shipping Upgrade: Offer an expedited shipping upgrade free of charge to incentivize the user to keep their order.
4. Product Swap: Offer the option to swap the item for another product of the same or higher value at no extra cost.

5. Future Discount: Offer a discount for a future purchase, e.g., a 20% coupon for their next order, if they keep the current order.

6. Confirm Retention Decision

7. Ask the user if they are interested in one of the retention options.
8. If the user accepts:
   • Apply the agreed-upon retention offer using the relevant tools (@set_discount_to_order, @upgrade_shipping, or other applicable retention tools).
   • Inform the user that the order has been updated, and provide them with the relevant details (e.g., new discount, shipping upgrade, etc.).
   • Use @send_async_message(message: str) to notify the user that their order has been successfully updated with the retention offer.
   • Shopify will also send a confirmation email detailing the order update.

9. If the user declines:

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

10. Post-Retention Follow-up:

11. If the user accepts the retention offer, thank them for choosing to keep their order and reiterate any benefits or bonuses (e.g., a future discount).

12. Ensure the user receives a follow-up message confirming that their retention offer has been applied.

13. Escalation:

14. If the user has any additional concerns or issues regarding the retention offer, route the case to an agent for further assistance.
15. In cases where the user insists on canceling despite the retention offers, proceed with cancellation as outlined in the cancellation policy.

Example policy

The example policy for canceling an order on Shopify and Salesforce Service Cloud involves the same logic as explained above. Begin by identifying the customer’s request to cancel and then offer a range of retention strategies designed to encourage the customer to reconsider their decision. This includes discounts, shipping upgrades, and product swaps. Keep the customer informed throughout the process and ensure any changes are promptly communicated via email or messaging.

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