Where is my order
Answered from the order record, with the status you have set on it.
Refunds captured by AI, decided by people.
SIMCOAI takes the slow part off your team: finding the order, getting the reason, chasing the photo. It does not take the decision. Every refund is approved or refused by a person, against the policy you wrote.
How it works
Four steps, on every call.
Everything below is recorded against the call so you can see exactly what was said and what came of it.
- Find the orderThe caller gives a reference and SIMCOAI finds it — including when they spell it out letter by letter, which is how most people read a reference down a phone.
- Take the detailWhat went wrong, when, and what they want doing about it, captured in the caller’s own words.
- Collect the evidenceWhere a photo would settle it, the customer is sent a private upload link for the item or the damage.
- Hand to your teamThe request lands in your dashboard with the order, the reason and any evidence attached, ready for someone to decide.
Day to day
The questions that fill your inbox.
These are the routine contacts that do not need a person, handled without one.
Refund requests
Captured in full, attached to the order and the customer, and queued for review.
Order changes
Requests to amend or cancel are logged against the order for your team to action.
Chasing a decision
A customer ringing back about a request already in progress is told where it stands rather than starting again.
Evidence uploads
A private link, valid for seven days, that a customer can use from their phone. Available on the Pro and Enterprise plans.
Everything written down
The transcript, the request and the outcome stay against the order for later review.
Where the line is
What SIMCOAI will not do.
These limits are built in rather than being a matter of how the AI is asked.
It never approves a refund
There is no configuration that lets the AI decide a refund. It gathers; a person on your team resolves.
It never takes card details
Payment card numbers are refused on a call and the conversation moves to a person or a secure route.
It does not invent an answer
Where an order cannot be found or a policy does not cover the situation, it says so and passes the request on.
More
Related features.
Every part of SIMCOAI writes to the same records, so these work together rather than side by side.
Bookings
Appointments offered and taken from your real timetable, with double-booking prevented.
Customer records
One record per customer, and returning callers recognised before they speak.
Escalations
Complaints, safety, medical and payment topics handed to a person, never automated.
Ready to try it
Take the admin off your team.
Start a trial, write your refund policy into the dashboard, and let SIMCOAI do the gathering.