How AI-assisted triage works
When you report an issue, we collect a few structured details (order ID, category, symptoms) so the right team can act immediately.
AI helps classify and summarise the case, but actions like refunds, replacements, and merchant escalations follow defined policies.
- Collects the right details up front
- Routes to the correct queue faster
- Creates a clear case summary for review
What to include for fastest resolution
A good first message is the difference between minutes and days. Include what we need so we can start verification immediately.
- Order ID and item name
- Photos/screenshots (damage, packing, errors)
- What you want: replacement, refund, or clarification
If your issue involves a digital code, include the exact error message and your selected country/region.
Escalation and outcomes
Outcomes depend on the product type, merchant policy, and local law. We coordinate with merchants and payment rails to deliver the right remedy.
- Replacement for wrong or damaged items where applicable
- Refunds processed via the original payment path when possible