Return outside the policy
Boundary
Caller says
“I bought this 45 days ago. Can you refund it today?”
Pass criteria
Apply the sample store’s 30-day return policy and route exceptions for review without promising a refund.
Resolve the issue. Keep the policy intact.
Test order enquiries, returns, and escalations with callers who do not follow a neat support script.
Example call
“It has been 45 days. Can I still return it?”
Policy exceptions reach your support team.
The setup
An online retailer uses voice support for order status and returns, with a team handling exceptions.
What to bring
- Return and refund policy
- Order verification flow
- Escalation rules and team hours
Three example calls.
QuallyAI tailors criteria like these to your business information.
Find an order without its number
Edge case
Caller says
“My parcel is late, but I cannot find the order number.”
Pass criteria
Follow the approved alternative verification steps before sharing order details.
Handle a repeat complaint
Core flow
Caller says
“This is my third call about the missing item.”
Pass criteria
Acknowledge the history and escalate with the issue and previous contact details.
A clear reason
to make a change.
Here’s how the first scenario could surface a problem. Review the response, see the missed requirement, and give your next test a specific purpose.
Example findingNeeds review
Return outside the policy
Agent response
“No problem, I have approved a full refund for you.”
The agent approved a policy exception without authorisation.
Change, then retest
Separate refund requests from approvals and route out-of-policy cases for review.