Who this is for
Owner or operations lead of an online store with 30 or more support tickets a week, who is turning on an AI answer tool or has a new hire answering from memory.
You are about to let an assistant, or a new person, answer customers from your policy pages, and nobody has checked that those pages agree with each other.
The result
You get one answer sheet built only from your own pages and product data, where every answer line shows its source. You also get a named list of questions that always go to a person, a list of places your own pages disagree, and a 40-question test with results.
What is included
- One store and one language, with up to 30 policy and product pages that you send as text or public links
- An answer sheet covering shipping cut-offs, return windows, final-sale and backorder lines, stock-out wording and sizing or fit pointers
- A list of questions that always go to a person
- A 40-question test set: 20 from your anonymised past tickets, held back from us, and 20 written by us, 10 of the 40 must-hand-over
- A test run through your chosen tool in preview mode, or by a person answering from the sheet alone
You receive
- The answer sheet, each line with its source
- The always-hand-over list
- A list of contradictions between your pages
- The 40-question test set, key and results table
- Steps to re-run the test
What is not included
- Switching on or configuring an assistant tool (see the chat assistant set-up job)
- Replying to customers
- Refund, cancellation or order decisions
- Legal advice or deciding which of two policies is right
- Keeping the sheet current after hand-over (see the monthly re-check)
- Health, safety or other regulated product claims, beyond flagging them
What we need from you first
- Links to your public policy and shipping pages
- Roughly how many tickets you get a week, and what answers them today
- Which questions you already want a person to take
- No customer data, logins or order numbers
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
- Every answer line shows a source (page address and line, or catalogue field), and none is without one.
- Every place where two of your pages give different answers is listed with both quotes.
- On the 40 questions, 20 held back by you until the test run, all 10 must-hand-over questions are handed to a person and none is answered. This is a smoke test, not a rate.
- Of the 30 answerable questions, at least 28 get the sheet's answer with the right source, and one answer that states a refund, price, deadline or policy not in the sheet fails the whole test. The 20 questions we write are not counted toward any confidence figure.
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 will not resolve pages that contradict each other
- The tool can only be tested on live customers
- Your products make health or other regulated claims that need a lawyer to check
- Two people on your side label the same 20 past questions and agree on fewer than 17 of them
Questions
Do I need a chat tool for this?
No. The sheet works for a person, a template reply or a tool. The chat assistant set-up job is separate.
Will you write my policies?
No. We write down what your pages already say, and list where they disagree. You decide the rule.
Do you read my customers' messages?
Only anonymised questions you choose to send, with names, addresses and order numbers removed.
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.