An AI chatbot that gives a customer the wrong return window is worse than one that says nothing. Policy accuracy is the single most important thing to get right — here's exactly how SaleSense handles it.
Training the model on your policy document locks it to that version. When you extend your return window, add a new carrier, or change your free shipping threshold, the AI still quotes the old rules. Every policy update requires a re-train.
Your policies live in your SaleSense dashboard as plain text. They're injected into every conversation as authoritative context. Update the dashboard, the AI updates instantly — no re-training, no deployment.
State exactly: number of days, from what event (purchase date vs. delivery date), condition requirements (unworn, tags attached, original packaging). Include any exceptions by category.
"Refunds processed within 5 business days to the original payment method." Vague policies generate follow-up questions — specific ones close the loop.
Which carriers you use, which regions you ship to, what the cutoff time is for same-day dispatch, and what happens if the customer isn't home for delivery.
This is one of the most common pre-checkout questions. AI should be able to quote the exact threshold and mention how close the current cart is.
Sale items, custom orders, digital products, international orders — any deviation from your standard policy should be documented so AI doesn't apply the wrong rule.
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