Live Transcript
Real-time transcription & intent detection
Order #WF-4471928
Tracking 1Z-88E-KL2
SKU KNT-24BV-WHT
Hi, I ordered a bathroom vanity set and it arrived with a big crack down the side.
0:14
I'm really sorry to hear that. Can you confirm the order number for me?
0:22
Yeah, it's WF-4471928. I have photos of the damage if that helps.
0:31
That's perfect, photos will speed this right up. One second while I pull up your order.
0:40
Sure, no rush. Just want this sorted before the weekend if possible.
now
Wilma
Real-time summary, zero manual lookup
Issue Summary
Customer received a Knutsen 24" bathroom vanity set with visible shipping damage (cracked side panel). Photo evidence offered. Customer wants a refund, would like it resolved before the weekend.
Order Details, Extracted
Order
#WF-4471928
Product
Knutsen 24" Vanity
Order date
Apr 1, 2024
Delivery status
Delivered, damagedPhoto pending
After-Call Work, drafted automatically
Disposition: Damaged item / Refund issued. Summary and CRM fields auto-filled from this conversation, ready for one-click confirm.
Policy & Response
Surfaced proactively, nothing searched for
Active Policy: Damaged Item Refund
Surfaced automatically from the live conversation
Pre-approved: full refund, no return required with photo evidence
$25 goodwill credit authorized without escalation
1
Confirm photo evidence received
Ask the customer to upload photos via the chat attachment or the order page. Required before refund can be finalized.
2
Process refund to original payment method
Use the Refunds tab on the order record. No manager approval needed under $500.
3
Offer goodwill credit, log disposition
Goodwill credit is pre-approved, no need to escalate. Disposition code auto-fills at call end.