Question 1

What happens when a delivery is delayed or tracking shows an exception?

Accepted Answer

Postal Falcon helps handle delivery exceptions using available shipment details and the store's configured policies. Cases outside those rules can be sent to a person for review.

Question 2

How are returns handled?

Accepted Answer

Return eligibility and next steps follow the store's return policy. Requests that need an exception can be escalated for human review.

Question 3

Can Postal Falcon approve or issue refunds?

Accepted Answer

Refund requests are handled within the rules the store sets. Requests outside those rules are left for a person to review.

Question 4

When does a person take over?

Accepted Answer

Requests that fall outside a configured policy or need judgment can be escalated with their conversation context for a person to review.

Question 5

Can I control what gets automated?

Accepted Answer

Yes. The store's policies define the actions automation may take. When no matching policy applies, the case can be left for human review.