Solution · Retail · Logistics · Insurance · Finance
Returns, refunds and claims decided by the policy
Every return or claim is a small decision tree: eligible or not, what evidence, who approves. Ovenbird walks the tree your policy defines, case by case.
Reads the documents you already have. Writes to no customer. One afternoon to set up.
Sounds familiar?
- Decisions drift by handlerEligibility judged from memory, not the rule.
- Evidence requested too latePhotos and scans chased after approval.
- Recovery claims forgottenCarrier and supplier claims miss their deadlines.
Where it shows up
- Retail and e-commerceReturns and refunds: windows, condition rules, fraud checks, when a refund needs a second approval.
- LogisticsDamage and loss claims against carriers: evidence required, filing deadlines, the customer credit in the meantime.
- Financial servicesChargebacks and payment exceptions: evidence packs, response deadlines, write-off limits.
- ManufacturingWarranty claims and returned goods: inspection steps, non-conformance records, supplier recovery.
- Professional servicesExpense and fee claims: policy limits, receipts required, approver by amount.
What changes
- Eligibility from the ruleWindow, condition, category and amount checked against the policy, with the missing fact asked, not assumed.
- Evidence before approvalPhotos, scans, receipts: what the policy requires at this step, requested at this step.
- Approver by amountWho must sign off at this value, from the document, as the next step.
- Carrier and supplier recovery not forgottenThe claim against the carrier or supplier opened as part of the same process, with its own deadline.
- Policy drift visibleExceptions handlers make repeatedly become proposed policy edits with the cases behind them.
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.
- FinanceRefunds and claims within authority, evidenced.
- Claims leadsRecovery filed on time with the evidence.
What a pilot measures
- Decisions inside policyShare of refunds and claims that match the written rule on eligibility and approval.
- Recovery claims filed on timeCarrier and supplier claims opened within their deadlines.
- Handling timeMinutes per case, first contact to decision.
Agreed before the pilot. Reported after 90 days, before and after.
Questions buyers ask
Does Ovenbird 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.
What about fraud checks?
If the policy defines them (repeat returns, value thresholds, address mismatches), they appear as steps and questions before approval.
See it on one of your own documents
Paste a link to a procedure. The next step and the course exist the same minute.