Ingredients
This policy utilizes the following systems: Returnly, 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.
“Return order for refund or replacement” ticket type explained
In customer support, the “Return order for refund or replacement” ticket type refers to requests from customers who wish to return a purchased product. The customer may request a refund or prefer to receive a replacement item. Managing these requests efficiently is crucial for maintaining customer satisfaction and loyalty. By automating this process, businesses can quickly assess refund eligibility, streamline return logistics, and ensure clear communication with the customer, ultimately enhancing the customer experience and reducing operational burdens on support teams.
Which Platforms does this AI policy work on?
This AI policy is specifically designed to work with Returnly, Zendesk, and Kodif. Additionally, Kodif integrates seamlessly with all other major platforms, ensuring a broad range of functionality and flexibility for businesses utilizing various systems.
When should I use this policy?
This policy is ideal for use when customers request a refund or replacement for a returned order. It automates the process, ensuring a seamless experience for both the customer and the support team by following a structured approach:
Policy Logic
Ask for the user’s email address a. Use @get_returnly_account_details to check if the user with that email address exists in Returnly. b. If the email address was not found, ask for a valid email address. c. If the email address is still not found, route it to an agent for further investigation.
Display Recent Orders a. Use @get_returnly_orders to retrieve the user’s recent orders. b. Display the list of recent orders and ask the user which specific order they would like to inquire about. c. If the order was not found, route to an agent for further investigation.
Check Refund Eligibility a. Use @returnly_order_details to check the status and eligibility of the selected order for a refund. b. If the order is eligible for a refund, verify the return and refund conditions (e.g., within the return window, product condition, etc.). c. If the order is not eligible, inform the user that the order is outside the refund window or does not meet the conditions for a refund, and provide alternative options (e.g., store credit, exchange).
Initiate Refund Process a. If the order meets the refund criteria, ask the user to confirm their request for a refund. b. Use @returnly_issue_refund to initiate the refund process in Returnly. c. 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 a. Inform the user in the chat that their refund has been successfully initiated. b. Returnly will send a confirmation email to the user regarding the refund status and details.
Refund Follow-Up a. Advise the user to check their bank or payment provider for any updates on the refund processing timeline. b. If the user has questions regarding the refund status after the estimated time frame, encourage them to reach out for further assistance.
Escalation a. 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. b. 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
The policy example follows the logic outlined above, using the appropriate commands for integration with Returnly and Zendesk. These commands ensure that the process is automated, efficient, and effective in handling customer requests for refunds or replacements.
