Ingredients
The systems used by this policy include 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.
“Send replacement” ticket type explained
In customer support, a “Send replacement” ticket refers to the process of managing requests for replacement shipments when a customer reports issues such as a lost, damaged, or incorrect order. This ticket type is crucial for maintaining customer satisfaction and trust by ensuring that customers receive the correct products in good condition. Effective handling of these requests involves verifying the details of the original order, confirming the eligibility for a replacement, and processing the shipment efficiently.
Which Platforms does this AI policy work on?
This AI policy operates seamlessly on BigCommerce, Gorgias, and Kodif. Additionally, Kodif integrates with all other major platforms, providing versatile solutions for businesses across different e-commerce environments.
When should I use this policy?
Use this policy when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment. The policy leverages AI to streamline the replacement process, ensuring a smooth and efficient resolution for both the customer and the support team.
Policy logic
The logic behind this policy involves several key steps to ensure a replacement shipment is processed accurately:
- Ask for the user’s email address
- Use @get_bigcommerce_account_details(email: str) to check if a user with that email address exists in BigCommerce.
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Ask for the order number of the shipment in question.
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Retrieve and Verify Order Details
- Use @bigcommerce_order_details(order_id: str) to fetch the order details.
- Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).
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Review the items in the order to verify what needs to be reshipped.
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Check Reshipment Eligibility
- Confirm the customer’s issue: Lost shipment, Damaged item(s), or Incorrect item(s).
- Use @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.
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If the order is not eligible, use a macro: “Unfortunately, your order is not eligible for a reshipment due to [specific reason]. Please let us know if there’s anything else we can assist you with.”
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Confirm Reshipment Details
- Ask the customer to confirm the reshipment address.
- Use @get_bigcommerce_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.
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If a new address is provided, use @update_bigcommerce_address(address_id: str, new_address: json) to update the shipping address.
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Create a Reshipment Order
- Use @bigcommerce_order_details(order_id: str) to gather the details of the original order.
- Use @create_bigcommerce_order(items: list, address: json, user_email: str) to create a replacement order with the same items.
- Use @set_order_to_paid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.
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If applicable, use @set_discount_to_order(order_id: str, percent: int) to apply a 100% discount.
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Notify the Customer
- Use a macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”
Example policy
The example policy follows the logic outlined above, with specific commands tailored for use on BigCommerce, Gorgias, and Kodif. By automating these steps, businesses can efficiently manage replacement requests, improving customer satisfaction and operational efficiency.
