Ingredients

Recharge, Gladly, 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.

“Swap subscription product” ticket type explained

In customer support, a “Swap subscription product” ticket refers to a request from a customer to change the product they are receiving in their subscription. This could involve swapping one item for another within the same subscription plan, often due to personal preference, product unavailability, or a desire to try a new product. Handling these requests efficiently is crucial for maintaining customer satisfaction and loyalty, as it allows subscribers to tailor their services and ensures they receive items that meet their current needs or preferences.

Which Platforms does this AI policy work on?

This AI policy is designed to operate seamlessly on Recharge, Gladly, and Kodif. Moreover, Kodif integrates with all other major platforms, offering a versatile solution that can be adapted to various e-commerce and customer service environments.

When should I use this policy?

This policy should be employed when a customer needs 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 @get_shopify_account_details(email: str) tool to check if a user with that email address exists in Shopify.

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

4. Retrieve and Verify Order Details

5. Use @shopify_order_details(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 @check_reshipment_eligibility(order_id: str) to ensure the order qualifies for a reshipment.

11. If the order is not eligible, use the 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 @get_shopify_account_details(email: str) to retrieve the saved address, or ask the customer to provide a new address.

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

16. Create a Reshipment Order

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

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

21. Notify the Customer

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

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