SIMCOAI Docs
Orders

Orders give SIMCOAI structured customer context

Order records let SIMCOAI answer customer support questions, identify refund requests and create reviewable outcomes. Keep order data minimal, accurate and safe.

Lookup

Customers can ask about an order using the order number and identity details.

Verify

Refund workflows should send a one-time code to the customer email on the order.

Record

The dashboard should show status changes and keep an audit trail.

CSV import

Import clean order data

Open Dashboard > Orders > Import CSV. Use the template below and verify it with test records first.

Download order CSV templateCSV tutorial
order_numberUnique public order reference.Required
customer_nameHuman-readable customer name.Recommended
customer_emailEmail used for refund verification.Required for refunds
order_statusprocessing, delivered, cancelled, on_hold, completed.Recommended
order_totalNumeric total without currency symbols.Optional
refund_statusnot_requested, pending, verified, refunded, rejected.Recommended
notesSupport-safe context only.Optional
order_number,customer_name,customer_email,order_status,order_total,refund_status,notes
SIM-1001,Example Customer,customer@example.co.uk,processing,49.99,not_requested,"Delivery expected Friday"
SIM-1002,Refund Example,refund@example.co.uk,delivered,29.50,pending,"Verify by email code before marking refunded"
Status conventions

Use clear statuses that your team understands

processingOrder has been received and is not complete yet.Customer can ask for updates.
deliveredOrder has reached the customer.Refund questions may refer to delivery.
on_holdHuman review is required.Escalate if customer asks.
refund pendingRefund requested but not verified or approved.Do not mark refunded yet.
refundedDashboard shows refund outcome as complete.Stripe execution remains separate unless enabled.
Refund workflow

Verify identity before marking an order refunded

  1. Collect order numberThe customer gives the order number or identifying details.
  2. Find the orderSIMCOAI checks the dashboard order records.
  3. Send verification codeThe code goes to the customer email stored on that order.
  4. Confirm codeThe customer provides the code in chat or call flow.
  5. Apply refund policyThe AI checks the approved refund policy and amount rules.
  6. Mark dashboard statusThe order/refund record is marked according to policy outcome.
Do not advertise automatic Stripe refunds. The current safe workflow is to verify and mark the order/refund state in the dashboard unless payment execution is explicitly enabled later.
Testing

Test the refund flow before launch

Customer: I want a refund for order SIM-1002.
Expected:
1. AI asks for identity details if needed.
2. AI sends/requests verification code to the order email.
3. AI applies refund policy.
4. AI records reason and outcome.
5. AI does not promise Stripe payment execution.
6. Dashboard shows a reviewable status.

Repeat the test with a wrong email, unknown order number, angry complaint and legal threat. Those should not follow the normal refund flow without escalation.

Failure cases

Escalate when the refund flow is not safe

  • The order email does not match the customer.
  • The customer cannot pass verification.
  • The requested amount exceeds automatic review limits.
  • The customer threatens legal action or chargeback.
  • The order contains sensitive details that require human handling.
  • The AI cannot locate a matching order.