What are replacement orders?

Replacement orders are how Simple Chat handles cases where a customer received a damaged, missing, or wrong item. The AI collects all necessary information from the customer, submits the proposal for your team to review and approve, and never approves replacements on its own—your staff always makes the final decision.

What triggers a replacement order

Replacement orders apply when the issue is about what the customer received, not general shopping help.

• Damaged items — product arrived in unusable condition.
• Missing items — part of the order did not arrive.
• Wrong items — the customer received a different product than ordered.

In those scenarios, the goal is a structured path from report to a staff-reviewed replacement proposal.

What the AI does during the conversation

The AI’s job is information gathering and submission—not final authorization.

1. The customer describes the problem in chat.
2. The AI collects all necessary information from the customer (aligned with your damaged- or missing-item workflow, such as order details, email, photos when relevant, and shipping confirmation).
3. The AI submits the proposal for your team to review and approve.

Your team receives a proposal built from the conversation instead of piecing details together from unstructured messages.

Review and approval by your team

A replacement order remains a proposal until your staff acts.

• Your team reviews each submission in context.
• Staff approves (or declines or adjusts) based on your policies and inventory.
• The customer is not left assuming a replacement shipped until your team decides.

This mirrors how many merchants want AI assistance: faster intake, human control on outcomes.

What the AI cannot do

To protect your business, Simple Chat does not auto-approve replacements.

• The AI never approves replacements on its own.
• Your staff always makes the final decision.
• Automation stops at proposal and documentation; fulfillment authority stays with people.

Replacement orders are therefore a handoff from AI-prepared cases to staff-approved resolutions—not unattended reordering.