Agentic post-purchase support
Delegate a return or warranty request without delegating the final decision
A four-step pattern for letting an assistant contact a merchant while keeping the exact request, proposed resolution, and final approval visibly separate.
Target outcome
A bounded post-purchase mandate that identifies the merchant, subject, allowed action, requested outcome, expiry, and the customer who must approve the final effect.
Work through the evidence
before the final claim.
- 01
Freeze one exact request
Record the merchant, order or subscription reference, permitted action, requested outcome, and expiry. Do not turn a warranty claim into open-ended authority to accept credit, replacement, cancellation, or a new charge.
- 02
Give the delegate only the request role
Share a capability that can submit the frozen request but cannot change its merchant, subject, action, or intended outcome. Keep owner and merchant capabilities separate.
- 03
Let the merchant propose, not execute
Capture the merchant response as a proposal. A repair, refund, replacement, credit, or cancellation should remain pending until the customer sees the exact effect.
- 04
Return the final decision to the customer
Show the proposal and timeline to the owner, then record an explicit approval or decline. Keep the resulting receipt separate from any system that actually moves money, ships goods, or changes a subscription.
Example input
A concrete first pass
A customer authorizes an assistant to request a no-cost repair for order SYNTHETIC-1042, but does not authorize a replacement, store credit, cancellation, or charge.
Reviewable output
The assistant submits only the repair request, the merchant proposes a prepaid repair return, and the customer explicitly approves that proposal in a shared timeline.
Separating request, proposal, and acceptance prevents a delegated conversation from silently becoming authority to commit the customer to a different outcome.
Important boundaries
What this workflow does not prove
- The workflow records authorization and acceptance; it does not execute a refund, shipment, cancellation, warranty decision, or payment.
- Use the merchant policy, contract, consumer-protection rules, and authoritative order data that actually apply.
- Treat every role and recovery link as private capability material and rotate access if it is exposed.
Independent ecommerce and SaaS support teams · $49/month
Use Aftercare Mandate for the structured first pass.
Freeze one customer-authorized post-purchase request, let the merchant propose the outcome, and keep final approval with the owner.