Verification codes
Refunds, bookings and escalations are protected. SIMCOAI confirms the customer before anything is actioned on your behalf.
The problem this solves
A caller claiming to be someone should not be able to trigger a refund on that person's order. Verification closes that gap without requiring your team to be on the call.
- Request capturedThe caller asks for a refund, booking change or escalation. SIMCOAI captures the detail but actions nothing yet.
- Code issuedA verification code is sent to the contact details already on the record — not to details the caller supplies during the call.
- Customer confirmsThe customer provides the code. Until they do, the request stays unverified.
- Marked verifiedThe workflow record is flagged verified. Your team sees that flag when they review it.
- Human decidesA person reviews and decides. Verification never approves anything by itself.
What verification does not do
Verification confirms identity. It does not approve the request.
SIMCOAI never auto-approves a refund. A verified request is still a request — your team reviews every outcome, and your own refund and booking policy governs the result.
How a code behaves
A verification code is six digits, sent to the phone number or email already on the customer record.
| Property | Value |
|---|---|
| Length | 6 digits |
| Expiry | About 10 minutes from when it is issued |
| Attempts | Up to 5 tries before the request is marked failed and a new code is needed |
| Delivery | To the contact details already on file - never to a number or address the caller supplies during the call |
- Expired code. The customer is told it has expired and can ask for a new one; the previous code stops working the moment a new one is issued.
- Too many wrong attempts. The request is marked failed rather than left open to guessing - the customer needs to start the request again.
- Caller reads the code back over the phone. SIMCOAI listens for a genuine six-digit sequence spoken as digits (or as words, like "eight eight one oh four one") even mid-conversation, so it is not mistaken for an appointment time or another kind of number.
See also escalations and refunds for what happens to a request once it is verified.