Ingredients
The systems used by this policy include BigCommerce, Zendesk, 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.
“Refund order” ticket type explained
In customer support, a “Refund order” ticket refers to requests initiated by customers seeking a reimbursement for their purchase. This could be due to various reasons such as product dissatisfaction, wrong orders, or damaged goods. Handling these tickets efficiently is crucial as it directly impacts customer satisfaction and retention. Automating refund processes helps streamline operations, ensuring that customers receive prompt service and resolutions, while also reducing the workload on customer service teams.
Which Platforms does this AI policy work on?
This AI policy integrates seamlessly with BigCommerce, Zendesk, and Kodif. Additionally, Kodif is designed to work with all other major platforms, making it a versatile solution for diverse business needs.
When should I use this policy?
This policy is ideal for use when customers request a refund for their orders. It automates the process, ensuring consistency and efficiency in handling refund requests.
Policy logic
Here’s how the logic of the refund order policy works:
- Ask for the user’s email address
- Use @bigcommerce_account_details to check if the user with that email address exists in BigCommerce.
- If the email address is not found, ask for a valid email address.
If the email address is still not found, route it to an agent for further investigation.
Display Recent Orders
- Use @bigcommerce_orders to retrieve the user’s recent orders.
- Display the list of recent orders and ask the user which specific order they would like to inquire about.
If the order is not found, route to an agent for further investigation.
Check Refund Eligibility
- Use @bigcommerce_order_details to check the status and eligibility of the selected order for a refund.
- If the order is eligible for a refund, verify the return and refund conditions (e.g., within the return window, product condition, etc.).
If the order is not eligible, inform the user and provide alternative options (e.g., store credit, exchange).
Initiate Refund Process
- If the order meets the refund criteria, ask the user to confirm their request for a refund.
- Use @bigcommerce_issue_refund to initiate the refund process in BigCommerce.
Inform the user that the refund process has started, and provide them with an estimated timeline for when the funds will be credited back to their payment method (typically within 3-5 business days).
Notify the User
- Inform the user in the chat that their refund has been successfully initiated.
BigCommerce will send a confirmation email to the user regarding the refund status and details.
Refund Follow-Up
- Advise the user to check their bank or payment provider for any updates on the refund processing timeline.
If the user has questions regarding the refund status after the estimated time frame, encourage them to reach out for further assistance.
Escalation
- If the refund cannot be processed or if there are any issues, route the request to an agent or create a ticket for further investigation.
- If the user prefers a store credit or exchange instead of a refund, offer these options and use the appropriate tools to process them.
Example policy
Use this policy when customers want a refund. The logic follows a structured approach:
- Ask for the user’s email address
- Use @bigcommerce_account_details to verify the user.
Request a valid email address if necessary and escalate unresolved cases to an agent.
Display Recent Orders
- Retrieve and display orders using @bigcommerce_orders.
Escalate unresolved order inquiries to an agent.
Check Refund Eligibility
- Assess refund eligibility with @bigcommerce_order_details.
Communicate eligibility status and alternative options if necessary.
Initiate Refund Process
- Confirm refund requests and process them with @bigcommerce_issue_refund.
Provide refund timelines.
Notify the User
Update the user on refund initiation and send confirmation emails.
Refund Follow-Up
Guide users to monitor refund progress and provide assistance as needed.
Escalation
- Handle unresolved issues by escalating them to agents or offering alternatives.
