Who this is for
Owner of an online store who handles returns by email and does not want a bot to approve or refuse refunds on its own.
Return emails are piling up, and you are afraid a tool will approve a refund on a damage claim before anyone has looked at the photo.
The result
Your return rules become a decision table with three results (approve the standard route, ask for more information, send to you) and ten reply drafts. It is proved on 30 requests, and every photo or damage case goes to a person.
What is included
- One written return policy turned into a decision table
- Three results: standard route, ask for more information, send to you
- Ten reply drafts for the standard and ask-for-more cases
- A 30-request test file with an answer key marked by you
- The cases listed in the test: outside window, final sale, wrong item, damage with photo, change of mind inside 14 days, repeat returner, code misuse
You receive
- The decision table
- Ten reply drafts
- The answer key and the test file
- Test results
- Steps to re-run the test
What is not included
- Refusing any request with no person reading it
- Issuing refunds or restocking
- Accusing a customer of fraud
- Legal advice on consumer rights
- Connecting to your returns app or store
- Real customer data
What we need from you first
- Your written return policy, as a link or text
- How many return requests you handle a week
- Which return cases you always want to see yourself
- No customer data
Never send passwords, keys, customer records or confidential code in the first enquiry. Secure handover is agreed after scoping.
How we check it is done
- In the 30 requests, 100% of photo and damage cases (8 are planted) go to a person; 8 of 8 is a smoke test, at least 68% with 95% confidence.
- None of the 4 planted change-of-mind requests inside the 14-day cancellation right gets a reply draft saying it is outside the window or final sale; each gets the standard route or is sent to you. One that does fails the whole test.
- Of the 18 other requests, at least 16 match your hand-marked key (89%); the key for 15 of the 30 was held back from us until the run.
- Each reply draft uses only wording in your policy and no draft accuses the customer of anything.
You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
When we would stop or decline
- You want the table to refuse requests with no person reading them
- You want refunds issued by the table
- Two people on your side mark the same 20 requests and agree on fewer than 17
- Your policy contradicts the legal right to cancel and you will not change it
Questions
Will it decide refunds?
No. It sorts requests and drafts replies. A person decides anything with a photo, damage or doubt.
Does it work with my returns app?
It works from your written rules and does not connect to any app. You use the table beside the app.
Is this legal advice?
No. It applies rules you have written. Whether they meet consumer law is for your adviser.
Does a pass mean it will be right next month?
No. A pass describes items like the test sample on the day of the test. It is not a promise about future items, and it does not replace your own checking.
Price and terms
£195 · untested offer price. £195 after the agreed acceptance checks pass and you sign off. No payment before sign-off.
This is a new service with no published client results. The price is a starting point we have not yet tested with buyers. Nothing is ordered or charged by the enquiry. The full specification is on the Synthetic Industry catalogue.