Policy Configuration Guide

Overview

Policies are the core of Shopigent Returns. They define the rules that the AI agent uses to automatically approve, deny, or flag returns for review. Each policy has conditions that are evaluated in priority order.

Creating a Policy

Navigate to Policies and click Add Policy. Each policy has:

Field Description Example
Name A descriptive name "Standard 30-day return"
Priority Lower numbers are checked first 0 = highest priority
Max Days Maximum days since order for return eligibility 30
Max Amount Maximum order value for this policy $200
Auto-approve Whether the AI agent can auto-approve ✅
Restocking Fee Percentage fee charged to customer 0% or 15%
Require Label Whether a return label is required ✅

Example Policies

1. Standard Auto-approve (Priority 0)

Name: Standard 30-day return
Max Days: 30
Max Amount: $200
Auto-approve: ✅
Restocking Fee: 0%

Result: Orders under $200 within 30 days are auto-approved and refunded by the AI agent.

2. High-value Review (Priority 1)

Name: High-value review
Max Days: 30
Max Amount: $9999
Auto-approve: ❌
Restocking Fee: 15%

Result: Orders over $200 are flagged for manual review. If approved, a 15% restocking fee applies.

3. Clearance / Final Sale (Priority 0, separate policy)

Name: Clearance items — no returns
Max Days: 0
Max Amount: $0
Auto-approve: ❌

Result: Marked with priority 0 and 0 days = any return is denied. This should be used with specific item-level restrictions.

How the AI Agent Uses Policies

When a customer submits a return:

  1. The agent calls analyze_return(returnId)
  2. The agent evaluates all active policies in priority order
  3. The first matching policy is used
  4. If auto-approve is enabled and conditions are met → auto-approved
  5. If no policy matches → flagged for manual review

Tips

  • Lower priority number = checked first. Set your most common policy to priority 0.
  • Auto-approve is powerful. Use it for low-risk returns (low value, recent orders).
  • Combine policies. A standard auto-approve + a high-value review policy covers most scenarios.
  • Test with the MCP agent. Call analyze_return to see which policy matches a given return.