Top use cases
The contacts that make up most of your volume, resolved.
In most retail queues, six topics drive more than half of contacts. Pazau resolves each one end-to-end, with the limits your CX and finance teams set.
01
Where is my order
84%
of WISMO resolved by AI at Parcelwise
Pazau reads fulfillment and carrier scans, explains delays in plain language, and acts when the answer is bad news: reship, refund or reroute, within policy.
Procedure · Where is my orderLive
- 1.Look up the order with get_order and the shipment with get_tracking.
- 2.No scan in 5 business days → reship with create_replacement or refund.
- 3.Marked delivered but missing → one reship per customer per year, then approval: CX lead.
Actionsget_orderget_trackingcreate_replacementissue_refund
Size swaps, returns for refund, and store credit, created in your returns platform with a label in the same message. No link to a returns portal and no 'someone will be in touch'.
Procedure · Size exchangeLive
- 1.Check eligibility with get_order: within 30 days, not final sale.
- 2.Check the new size with check_inventory. Out of stock → offer store credit.
- 3.Create with create_exchange and email a prepaid label.
- 4.Gift orders: exchange or credit to the recipient, never refund to the purchaser.
Actionsget_ordercheck_inventorycreate_exchangecreate_return_label
03
Damaged and defective items
Photo in, replacement out. Pazau collects evidence, offers a replacement or refund, and routes carrier claims and warranty repairs to the right team.
Procedure · Damaged item → Replace or refundLive
- 1.Ask for a photo if not already @attached.
- 2.Under 30 days → replacement via create_replacement or refund.
- 3.Refunds over $250 need approval: CX lead. Never promise a delivery date.
Actionsget_ordercreate_replacementissue_refundfile_carrier_claim
04
Delivery exceptions
66%
of exceptions resolved at Lumen & Oak
Missed white-glove windows, partial shipments, backorders and freight damage. The expensive contacts, and the ones Lumen & Oak automated first.
Procedure · Delivery exceptionLive
- 1.Read carrier status with get_freight_status.
- 2.Missed window → rebook with reschedule_delivery and offer credit: up to $75.
- 3.Backorder over 3 weeks → offer cancel or substitute with cancel_line.
Actionsget_freight_statusreschedule_deliveryissue_creditcancel_line
05
Order changes and cancellations
91%
of pre-shipment changes automated
Address changes, cancellations and item swaps before the order leaves the warehouse. Pazau checks pick status in real time and makes the change, or tells the customer exactly what happens next.
Procedure · Change or cancel before shipmentLive
- 1.Check pick and pack status with get_fulfillment.
- 2.Not picked → update_shipping_address or cancel_order.
- 3.Already shipped → offer intercept_shipment or a return.
Actionsget_fulfillmentupdate_shipping_addresscancel_orderintercept_shipment
06
Promo codes and price adjustments
−3 min
handle time per promo contact
The code didn't apply, or the price dropped a day later. Pazau checks eligibility and applies the discount retroactively, consistently, and only when the rules allow.
Procedure · Promo code didn't applyLive
- 1.Validate the code and order date with check_promotion.
- 2.Valid → apply_discount as a partial refund. Expired → explain, no exceptions.
- 3.Price adjustments within 14 days, once per order.
Actionscheck_promotionapply_discount