1. AI Demo Account - 307 - Brand 1
  2. Orders & Payments
  3. Completed Orders

Completed Orders

Soiled Items

Stephen Ujfalussy
Stephen Ujfalussy

This article guides agents through the investigation and resolution process for items reported as faulty or soiled upon delivery. Our goal is to distinguish between genuine manufacturing defects and standard wear and tear.

1. Evidence Collection & Initial Review

Before offering a resolution, you must validate the claim. If the customer has not provided photos, request them immediately.

Review the following data points:

  • Visual AI Analysis: Check the Visual AI Evidence Analysis field for automated insights.

  • Visual AI Fraud Detection: Ensure the images are original and not tampered with.

  • Categorization: * Product Quality/Soiled: Manufacturing defects or items arriving dirty. (Eligible for Resolution).

    • Wear & Tear: Natural degradation from use. (Non-Refundable; return to customer).

  • Tag Check: Verify if tags are still attached via photos or customer confirmation.

[!IMPORTANT] Action: > * If the claim is valid, set status to 🟢 Evidence Reviewed, Genuine Claim.

  • If the claim is invalid or unclear, set status to evidence_not_genuine and request clearer evidence.

2. Resolution: Replacement & Returns

Once a claim is verified as a genuine product fault or pre-delivery soiling, proceed with the replacement workflow:

  1. Instruction: Inform the customer they must return the original item.

  2. The Deal: Once the return is initiated, we will provide a free replacement delivery.

  3. Logistics: Advise the customer that a prepaid return label will be sent to their email shortly.

  4. Value Add: Offer a Free Delivery Voucher for their next order as a gesture of goodwill.

3. Finalizing the Request

Once the customer accepts the replacement:

  • Confirm that we are coordinating with the courier.

  • Advise that all further updates will be sent via email.

4. System Wrap-Up (Agent Instructions)

To close the loop and ensure data accuracy, follow these technical steps:

  • Set Ticket Tags: Ensure the tag redelivery___goodwill_voucher is applied.

  • Apply Macro: Use the designated macro to end the session and trigger the side conversation for the voucher/label.

  • Status: Set the ticket to Solved.

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