The order cannot be matched
Response
Ask for one alternate identifier, such as the order number or phone used at checkout.
Customer safeguard
Do not reveal any order details until the record matches the customer.
Support and operations teams handling order and service issues
Resolve customer requests on WhatsApp
Match the order, agree a fix and confirm what happens next.
Sadu HomeBusiness Account
Today
- Different order
Build the conversation in this order
Use a richer format only when it saves the customer a step.
Reply buttons
Match the right record
Confirm the relevant order or booking before asking the customer to explain more.
List
Pin down the issue
Show the known items or services and ask the customer to select what is affected.
Reply buttons
Offer valid remedies
Present only the resolutions allowed for this request and explain any important difference.
Document and text
Close the loop
Return a named record of the request and state when the next confirmed update will arrive.
Have the facts ready first
No chat can make up for missing prices, stock, policies or locations.
- The identifiers customers can safely use to find an order or booking
- Resolution rules for each request type
- Clear wording for pending, approved and unavailable outcomes
- A next-update promise the business can actually keep
Plan for common exceptions
Say what's known, ask for what's missing and never invent a result.
The requested remedy is not allowed
Response
Explain the available remedies and the rule that applies to this request.
Customer safeguard
Do not imply that an unavailable outcome is under review.
The same issue was already recorded
Response
Show the existing request status and continue from its latest confirmed step.
Customer safeguard
Do not create duplicate resolutions for the same item.
A delivery, refund or booking status is unavailable
Response
State that the status cannot be confirmed yet and give the next update point.
Customer safeguard
Never invent a dispatch, refund or completion event.
The customer asks for a refund or a person
Response
Pass the chat to your team. Otobiz does this automatically and turns off the AI for that chat.
Customer safeguard
Never promise a refund your team hasn't approved.