Solution · Retail & e-commerce
Returns, fraud checks and store exceptions decided by the policy
Refund decisions drift by agent. Fraud checks are skipped when the queue is long. Store managers phone head office for rules that are written down. Ovenbird applies the policy to the case in front of the person and asks for the fact it needs.
Reads the documents you already have. Writes to no customer. One afternoon to set up.
Sounds familiar?
- Refunds outside policyFound at month end, after the money is gone.
- Fraud checks skipped under loadThe repeat-return rule exists; nobody applies it at 5 pm on a Saturday.
- Store managers call head officeFor rules that are in the handbook.
The procedures you already have
- Returns and refundsEligibility, exceptions by channel, when a manager approves, what the customer must provide. The rule for this order, not the policy page.
- Fraud and chargeback checksThe checks before a high-value order ships; the evidence to gather before disputing a chargeback.
- Stock discrepanciesCount, recount, who to tell, when it becomes a loss-prevention case.
- Store opening and closingThe checklist that gets skipped at 7 am, as the next step on a phone.
What changes
- Returns and refundsTodayExceptions are granted to end the conversation.With OvenbirdEligibility for this order and channel, what the customer must provide, when a manager decides — the policy paragraph quoted. The agent writes the reply.
- Fraud and chargebacksTodayEvidence is gathered after the dispute arrives.With OvenbirdThe checks before a high-value order ships and the evidence list for a dispute, as steps on the order.
- Stock discrepanciesTodayRecounts and reports happen in the wrong order.With OvenbirdCount, recount, who to tell, when it becomes loss prevention — one step at a time.
- Opening and closingTodayThe 7 am checklist is skipped on busy days.With OvenbirdThe next step on a phone, owner named, recorded when done.
- Across all fourHundreds of seasonal hires trained on real scenarios, not slides; refreshers at 2, 7, 30 and 90 days; managers see who is ready before the peak; policy exceptions become proposed policy edits.
How it works
- 1
Point it at the documents you have
Confluence, Google Docs, Notion or a web page. No rewriting; Ovenbird reads the live version and shows which one it followed.
- 2
People ask on the work in front of them
In Slack, on the web or from the record: the one next step, the fact it depends on asked first, the paragraph quoted.
- 3
Corrections and training come from the same page
Every "this is wrong" becomes a proposed edit. Every procedure becomes a short course with refreshers and records.
Built for
- Head of Customer ServiceDecisions inside policy, handling time down.
- Retail operations managerStore procedures applied the same in every store.
- FinanceRefunds and goodwill within authority, evidenced.
What a pilot measures
- Policy exceptions grantedRefunds or returns outside the written policy.
- Chargebacks lostDisputes lost for missing evidence.
- Time to first unaided shiftDays before a seasonal hire handles returns alone.
Agreed before the pilot. Reported after 90 days, before and after.
Questions buyers ask
Does it issue the refund?
No. It tells the handler whether the policy allows it, what evidence is needed and who approves. The transaction stays in your system.
Our policy has exceptions.
If they are written, Ovenbird follows them and asks which applies. If they are not, the exceptions handlers make become proposed edits.
Does it work in stores without a helpdesk?
Yes. A store manager can describe the situation in Slack or on the web and get the step.
See it on one of your own documents
Paste a link to a procedure. The next step and the course exist the same minute.