Store policies

Customers ask the same things again and again. "Do you deliver to Pune?" "Is COD available?" "Can I return this if it does not fit?" Your store policies are your answers, written once in your own words.

Which policies to write

Start with these three. They cover most questions:

• Delivery. Where you deliver, what it costs, when it is free, and how long it usually takes.
• Payment. Which ways customers can pay: UPI, card, netbanking, cash on delivery. Any limits, such as "COD only up to ₹3,000".
• Returns. Whether you accept returns or exchanges, within how many days, and in what condition.

The agent also knows to look for these, if you write them: exchange, warranty, cancellation, the areas you ship to, your shop hours, and how to contact you. You can add other rules of your own too.

How to write them

Write the way you would explain it to a customer at your counter. Short, plain sentences are best. Be specific with numbers:

• Instead of "fast delivery", write "Delivery in 3 to 5 days across India. Same day within Jaipur if you order before 2 pm."
• Instead of "easy returns", write "Returns within 7 days if the tags are still on. Sale items cannot be returned."

The more specific you are, the more questions the agent can answer without handing them to you.

How the agent uses them

The agent does not memorise your policies. Each time a customer asks about one, it looks up the policy you wrote and answers from it.

Any number in a reply, such as a delivery charge, a return window or a delivery time, must match something the agent looked up in that same reply. If it does not, the reply is stopped before it reaches the customer. The agent tries once more, and if it still cannot back the number up, it hands the chat to you. This check is written in code, not left to the AI.

So if your delivery policy says nothing about how long delivery takes, the agent will not guess. It will say it will check with the shop, and the question comes to you.

What the agent will not do, whatever the policy says

• Approve a return. It takes the request, collects the details, and hands it to you. You approve or reject it.
• Invent a discount or change a price.
• Change an amount or a delivery address without the customer confirming it first.

Trying out a change

Policy changes are saved to your draft first. Ask the test chat a question to see how the agent answers with the new wording. When you are happy, press Publish and customers get the new answer.