A cancelled order becomes credit
Two changes in customer service: the money from an order the AI cancels can pay for the customer's new purchase, and out-of-stock items no longer show as available.
The money from a cancelled order
- When the AI cancels a paid order at the customer's request, the money stays as conversation credit, just like when your team cancels the order on the site
- On the new purchase, the payment link charges only the difference. If the credit covers everything, there is no charge, and the AI is told how much is left. What to do with what is left is up to the store
- The credit is good for one purchase and for 30 days after the cancellation
- It comes from the payment recorded in the conversation. When there is no such record, the AI is told that no credit was left and why
- The AI does not give money back. If the customer wants a refund, the refund stays with the store, through a ticket
- Cancelling the invoice and the shipping label is still a task for your team
What is out of stock
- In a search, the AI gets only the versions in stock as available. The out-of-stock ones come separately, marked as sold out
- When the store points the AI to a product and it is sold out, that pointer arrives marked as sold out
- When building the order, the same rule applies: if the product tracks stock on the site, the quantity there is what counts
Tip
Keep the stock on your site up to date. That is where the AI learns what it can offer.