Delivery Assistance is an internal claims system that allows the AI agent to resolve delivery issues. It acts as the claims resolution center for issues that arise after an order is placed but before satisfactory delivery, managing each claim from the customer's initial inquiry through to resolution.

What Delivery Assistance does

The AI agent automatically handles shipment-related issues by following the policies you configure. Each policy defines the guardrails for how claims are handled:

• Eligibility: which orders and customers qualify for assistance

• Supported issues: what delivery problems the AI can take on

• Required information: what details the customer must provide

• Claim timing: when a claim can be filed

• Resolutions: what outcomes can be offered to the customer

Policy applicability

Multiple policies can be configured, but only one policy is applied to an order. Applicability settings determine which policy matches:

• Geographic applicability: apply a policy only to orders within specific geographies. Leave blank to apply to orders from any geography.

• Timeframe applicability: apply a policy only to orders placed within set timeframes, such as holiday windows. Leave blank to apply to orders placed at any time. Times use your account timezone.

• Special applicability: apply a policy based on order tags or customer tags. A policy matches orders with any of the specified tags, and regex patterns are supported (for example, "TikTok.*" matches tags starting with "TikTok"). Leave blank to apply to any order regardless of tags.

The applicable policy is identified during the eligibility check, and its rules govern the rest of the claims flow.

How claims are resolved

Step 1: Customer reports an issue

Customers reach out about three types of problems:

• Delivery issues: lost in transit, stolen, delivered but missing, misdelivered, wrong address, damaged in transit, stuck in processing, returned to sender

• Fulfillment issues: missing item, wrong item

• Product issues: damaged on arrival, cosmetic damage, missing parts, defective on arrival

Step 2: AI identifies the issue

The AI determines the correct claim reason and requests additional information from the customer if needed, such as photos.

Step 3: Eligibility check

The system first identifies the applicable policy for the order, then validates the claim against two primary factors from that policy.

Shipment status. The required shipment status depends on the claim reason being filed. For example, a delivered but missing claim requires a shipment status of delivered, while a lost in transit claim requires a status of shipped.

Filing timeline. The minimum wait time must have passed, so claims cannot be filed too early, and the claim must fall within the maximum claim window, so claims cannot be filed too late.

If eligibility is not met, the AI explains the reason to the customer instead of filing a claim.

Step 4: Claim creation

If eligible, the AI files the claim automatically with the customer's desired resolution, and the affected order is tagged with Shipped-Claim. If a customer requests a refund, the conversation is escalated to CXA.

Step 5: Approval decision

A claim is auto approved when it passes the value threshold, filing timeline requirements, fraud checks, and reason-specific validation. Examples of reason-specific validation: damage, defective, and wrong item claims use image verification; lost in transit requires carrier confirmation; misdelivered checks for an address mismatch; stuck in processing checks the minimum time threshold.

Auto approved claims are processed instantly. The replacement order is generated immediately and tagged with Shipped-Replacement.

Claims that do not pass every check queue into the manual review process, where the merchant is responsible for reviewing them. Claims can be managed in the merchant admin at admin.shippedsuite.com/claims.

Once a claim is approved, the resolution is processed automatically via the e-commerce platform.

Communications

Customer communications. Customers are notified when their claim is submitted, when it is approved, and when it is denied along with the reason.

Merchant communications. Each resolution tags the affected order with Shipped-Replacement, Shipped-Refund, or Shipped-Store-Credit, and an order note references the claim number. The full list of claims is available in the merchant admin under Claims.

FAQs

Why does a claim need to be filed? Can the AI just issue a replacement or refund directly?

The claim acts as an incident report, preventing fraud where a customer requests multiple resolutions for the same order. It also creates a guardrail so the AI follows the claim configuration and executes the appropriate resolution.

Do we need to manually issue a replacement or refund when a claim is approved?

No. A replacement order is generated automatically and goes through your standard fulfillment process. If the replacement item is unavailable, a refund is issued to the original payment method.

Do we need to review and approve claims?

Claims that do not meet the auto approval criteria queue into the manual review process. The merchant is responsible for reviewing these claims in the merchant admin under Claims.

If you need any assistance, please contact support@cavalry.ai.