AOPs
5 agent operating procedures across the support agent and the store chatbot.
Library
Version history
Eval quality
92
Containment
78%
CSAT
4.6
Convos
8,421
Offer exchange before refund on fit reasons. · Authored by M. Okafor
Every publish is retained with the eval scores recorded while it served traffic.
#return_intake_aop
Qualifies a return request, checks eligibility and creates the RMA.
📦 AOP: Return Intake
Owner: Bookly CX · Surface: support_agent · Trigger: intent initiate_return
Related: #refund_policy_aop · #order_status_aop
🎯 Goal
Turn a return request into a correct, policy-backed outcome in one conversation — without over-refunding or making the customer repeat themselves.
⚡ Trigger conditions
1. Customer states or implies intent to return an item
2. {{order.id}} can be resolved from history, order number or email
3. {{order.delivered_at}} is present
🛠️ Skills to call
- @get_order — resolve
{{order.status}}and line items - @return_eligibility — confirm the 30-day window and item condition rules
- @create_return — open the RMA and issue the label
- @log_conversation — write the trace back to Bookly
💬 How the agent should talk about it
- Acknowledge the reason before quoting policy
- State eligibility as a fact, never as a favor
- Offer an exchange first when the reason is fit, not defect
- ❌ Never invent policy exceptions; hand off instead
🔁 Branches
| Situation | Action |
|---|---|
| Within window, unopened | Create RMA, email label |
| Outside window | Explain window, offer store credit review |
| Damaged on arrival | Skip return, go to #reship_aop |
📊 Success metrics
Return handle time, refund accuracy, CSAT on return conversations.