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Decision chainOrders & returns3 steps · 7 endpoints

Order problem resolution

Identify what went wrong with an order, read what the customer wants, and start the right resolution.

Scenario paths

Pick a predefined path to highlight it through the chain. No model is called; outcomes are illustrative.

Steps
  1. Order issue type
  2. Resolution preference
  3. Order change request
Endpoints
What each endpoint means

  • Delivery exception routing · Handoff

    Continues with the carrier's tracking events for this order.

    Continues in Delivery exception routing

  • Prepare replacement · Automated

    Code checks stock and value limits and prepares a replacement order; above the limit an agent approves it.

  • Refund request resolution · Handoff

    Continues in the refund chain, which checks completeness and policy.

    Continues in Refund request resolution

  • Ask which resolution · Automated

    Replies with the options the policy allows for this order and waits for the answer.

  • Update delivery · Automated

    Code applies the change if the order hasn't shipped, otherwise asks the carrier to redirect or reschedule.

  • Cancel if not shipped · Automated

    Code cancels unshipped orders; shipped ones get return instructions.

  • Support agent · Human review

    A person handles mixed, unclear or judgment cases.

Steps

  1. Order issue typeChoiceEntry

    Name the kind of problem.

    Question, inputs and notes

    Asks:What kind of problem with this order is the customer reporting?

    Receives

    • Inputmessage
    • Inputorder
  2. Resolution preferenceChoice

    Read what the customer is asking for.

    Question, inputs and notes

    Asks:Which resolution does the customer ask for in this message?

    Receives

    Branches

    • Partial credit: An agent decides the amount within policy.
  3. Order change requestChoice

    Identify the requested change.

    Question, inputs and notes

    Asks:What change to the order is the customer asking for?

    Receives

    • Inputmessage
    • Inputfulfilment_status

    Branches

    • Change items: Price and stock changes need an agent.

About this chain

Goal and input

Every order message ends in a delivery investigation, a replacement, a refund, a change, a question back to the customer, or a person.

The customer's message and the order record.

message
The customer's message.
order
Order id, status, items and dates from your order system.
fulfilment_status
Current fulfilment status, for change requests.
How it runs
  • The issue type and the preference can be asked in one request; code uses the preference only for damaged, wrong or missing items.
  • No money moves on a model answer alone. Replacements, refunds and cancellations go through code checks, and the refund chain applies the written policy.
Sources (3)

Primary documentation this chain builds on.