Ingredients

The systems used by this policy are BigCommerce, Kustomer, 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 type refers to a specific request from a customer to receive a new product due to several potential issues with their original purchase. This might include situations where the initial shipment was lost, the item arrived damaged, or the wrong product was sent. Handling such tickets efficiently is crucial for maintaining customer satisfaction and loyalty, as timely and accurate responses can prevent further frustration and ensure continued trust in the brand. Automating these processes with AI Policies can significantly streamline operations, ensuring customers receive replacements swiftly and hassle-free.

Which Platforms does this AI policy work on?

This AI policy is designed to work seamlessly with BigCommerce, Kustomer, and Kodif. Notably, Kodif integrates with all other major platforms, providing a versatile and comprehensive solution for varied customer support needs.

When should I use this policy?

This policy should be used when a customer requires a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.

Policy Logic

1. Ask for the user’s email address
2. Use @getbigcommerceaccountdetails(email: str) tool to check if the user with that email address exists in BigCommerce.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details

5. Use @bigcommerceorderdetails(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. Review the items in the order to verify what needs to be reshipped.

8. Check Reshipment Eligibility

9. Confirm the customer’s issue:
   1. Lost shipment.
   2. Damaged item(s).
   3. Incorrect item(s).
10. Use @checkreshipmenteligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If the order is not eligible, use 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.”

12. Confirm Reshipment Details

13. Ask the customer to confirm the reshipment address.
14. Use @getbigcommerceaccountdetails(email: str) to retrieve the saved address, or ask the customer to provide a new address.

15. If a new address is provided, use @updatebigcommerceaddress(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order

17. Use @bigcommerceorderdetails(order_id: str) to gather the details of the original order.
18. Use @createbigcommerceorder(items: list, address: json, user_email: str) to create a replacement order with the same items.
19. Use @setordertopaid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.

20. If applicable, use @setdiscounttoorder(order_id: str, percent: int) to apply a 100% discount.

21. Notify the Customer

22. Use macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”

Example policy

This policy should be used when a customer needs a replacement shipment due to issues such as a lost, damaged, or incorrect shipment.

Describe the Logic

1. Ask for the user’s email address
2. Use @getbigcommerceaccountdetails(email: str) tool to check if the user with that email address exists in BigCommerce.

3. Ask for the order number of the shipment in question.

4. Retrieve and Verify Order Details

5. Use @bigcommerceorderdetails(order_id: str) to fetch the order details.
6. Confirm the shipping status (e.g., “Delivered,” “In Transit,” “Out for Delivery”).

7. Review the items in the order to verify what needs to be reshipped.

8. Check Reshipment Eligibility

9. Confirm the customer’s issue:
   1. Lost shipment.
   2. Damaged item(s).
   3. Incorrect item(s).
10. Use @checkreshipmenteligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If the order is not eligible, use 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.”

12. Confirm Reshipment Details

13. Ask the customer to confirm the reshipment address.
14. Use @getbigcommerceaccountdetails(email: str) to retrieve the saved address, or ask the customer to provide a new address.

15. If a new address is provided, use @updatebigcommerceaddress(address_id: str, new_address: json) to update the shipping address.

16. Create a Reshipment Order

17. Use @bigcommerceorderdetails(order_id: str) to gather the details of the original order.
18. Use @createbigcommerceorder(items: list, address: json, user_email: str) to create a replacement order with the same items.
19. Use @setordertopaid(order_id: str) to mark the new order as paid to ensure the customer is not charged again.

20. If applicable, use @setdiscounttoorder(order_id: str, percent: int) to apply a 100% discount.

21. Notify the Customer

22. Use macro: “Your replacement order has been processed. You’ll receive an email with tracking details shortly.”

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