Ingredients

A seamless integration of BigCommerce, 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 refers to a customer-initiated request to cancel a purchase they have made. This type of request is common in e-commerce, where customers may change their minds or encounter issues prompting them to cancel. Efficient handling of such requests is crucial as it directly impacts customer satisfaction and retention. The process typically involves verifying the order status, offering potential retention options, and ensuring that the cancellation is processed smoothly if the customer decides to proceed.

Which Platforms does this AI policy work on?

This AI policy is specifically tailored for BigCommerce, Gorgias, and Kodif. However, Kodif integrates seamlessly with all other major platforms, providing a versatile solution for businesses operating across different systems.

When should I use this policy?

This policy should be utilized when customers express a desire to cancel their orders, and the process includes a retention step to explore means of retaining the order. The logic involves using tools and policies to offer alternatives and manage the cancellation process efficiently.

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.
2. Once the order is selected, offer retention options to prevent cancellation:
   • 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 free of 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, e.g., a 20% coupon for their next order, if they keep the current order.
3. Confirm Retention Decision
   • Ask the user if they are interested in one of the retention options.
   • 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.
   • If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

Policy logic

This policy is employed when customers wish to cancel orders, and there is a retention step involved. The logic encompasses the use of tools and policies to offer alternatives, verify decisions, and manage the cancellation process.

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.
2. Once the order is selected, offer retention options to prevent cancellation:
   • 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 free of 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, e.g., a 20% coupon for their next order, if they keep the current order.
3. Confirm Retention Decision
   • Ask the user if they are interested in one of the retention options.
   • 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.
   • If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

Example policy

Use the policy content as specified, ensuring the commands match the relevant platforms:

1. Customer wants to proceed with the cancellation in the #Single_order_cancellation_policy – Provide Cancellation Alternatives.
2. Once the order is selected, offer retention options to prevent cancellation:
   • 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 free of 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, e.g., a 20% coupon for their next order, if they keep the current order.
3. Confirm Retention Decision
   • Ask the user if they are interested in one of the retention options.
   • 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.
   • If the user declines:
   • Proceed with the order cancellation as described in the #Single_order_cancellation_policy.

Explore more AI policies