Ingredients
This policy utilizes the following systems: Returnly, 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.
“Return order for refund or replacement” ticket type explained
In customer support, the “Return order for refund or replacement” ticket type refers to handling customer requests to return purchased products either for a refund or to replace them with different items. This process is vital in maintaining customer satisfaction and trust, as it ensures that customers feel confident in their purchasing decisions, knowing they have options if a product does not meet their expectations. Efficiently managing these requests involves verifying the eligibility of returns, processing refunds, or facilitating exchanges, while also communicating clearly with the customer throughout the process.
Which Platforms does this AI policy work on?
This AI policy is designed to work seamlessly across Returnly, Kustomer, and Kodif. Additionally, Kodif integrates with all other major platforms, allowing for a comprehensive and flexible approach to handling return and refund processes.
When should I use this policy?
Use this policy when customers want a refund or replacement for their order. Here’s a breakdown of the policy logic:
- Ask for the user’s email address
a. Use @returnly_account_details to check if the user with that email address exists in Returnly.
b. If the email address is 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 @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 is 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 or replacement.
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 or Replacement Process
a. If the order meets the refund criteria, ask the user to confirm their request for a refund or replacement.
b. Use @returnly_issue_refund or @returnly_initiate_replacement to process the request.
c. Inform the user that the process has started, and provide them with an estimated timeline for completion.
- Notify the User
a. Inform the user in the chat that their request has been successfully initiated.
b. Returnly will send a confirmation email to the user regarding the status and details.
- Refund or Replacement Follow-Up
a. Advise the user to check their email or account for any updates on the processing timeline.
b. If the user has questions regarding the status after the estimated time frame, encourage them to reach out for further assistance.
- Escalation
a. If the request 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
Use this policy when customers want a refund or replacement. Here’s how it works:
- Ask for the user’s email address
a. Use @returnly_account_details to check if the user with that email address exists in Returnly.
b. If the email address is 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 @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 is 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 or replacement.
b. If the order is eligible, verify the return and refund conditions.
c. If the order is not eligible, inform the user and provide alternative options.
- Initiate Refund or Replacement Process
a. Confirm the user’s request.
b. Use @returnly_issue_refund or @returnly_initiate_replacement to process.
c. Inform the user of the timeline.
- Notify the User
a. Confirm initiation in chat.
b. Send confirmation email.
- Refund or Replacement Follow-Up
a. Advise on checking updates.
b. Offer assistance if needed.
- Escalation
a. Route issues to an agent.
b. Offer store credit or exchange if preferred.
