Limits on money actions

Every action that moves money has two amounts in your Charter, for each case and each customer segment: the amount the AI can handle on its own, and the limit. Up to the first, the AI may carry out the action alone. From there up to the limit, a Human Node confirms it. Above the limit, or above the hard limit for your whole store, the case comes to your team. You can also keep whole kinds of cases for yourself, whatever the amount.

Which actions have a limit

A limit is set per action. In the same case, a refund can have one limit and store credit another.

• Full refund and partial refund — up to your refund limit.
• Store credit — up to your store credit limit.
• Discount — up to your discount limit.
• Cancellation — of an order that has not shipped; it can be limited by the order's value.
• Order edits — only when the price does not change, such as another size or color at the same price.
• Address changes and information — allowed or not allowed, with no amount.

An action that moves no money, such as an address change or an order edit at the same price, has no amounts to compare. When your policy allows it, the AI carries it out. A Human Node takes such a case only when the customer asks for a person.

You set each limit when Aria asks about the case. A limit also comes with its conditions, such as your return window. See Set up your policy with Aria.

The amount the AI can handle on its own

For each money action, you decide how far the AI goes without a person. That gives every money action three bands:

• Up to the amount the AI can handle on its own — the AI may carry out the action alone, once it has a record of validated cases of that kind. Until then, a Human Node confirms.
• From that amount up to the limit — the action is allowed, and a Human Node always confirms it.
• Above the limit — the case comes to your team.

Aria asks for this amount once per action, for your whole store. You can change it for a single case or a single customer group, the same way you change a limit. It can never be higher than the limit of the same case. Set it equal to the limit and no amount waits for a Human Node because of its size. Leave it at zero and a Human Node confirms every action of that kind.

Your hard limits

Hard limits are the ceiling for your whole store: the largest refund, store credit, discount or refunded cancellation the AI may make in any case, for any customer. Aria asks for them during setup, and your policy is not complete without one for each money action you allow.

A hard limit only lowers what is possible. It never allows an action that a case does not allow. When a case limit and your hard limit differ, the lower one applies. So even a case read the wrong way, or a rule you added later, never moves more than your hard limit.

Limits are in the currency of the order

The limit is compared with the amount in the currency the customer paid in. Razviel never converts currencies to compare them. If your store sells in more than one currency, set a limit and a hard limit for each one. An action that has no limit, or no hard limit, in the order's currency is not carried out. An action with no amount set for the AI in that currency is always confirmed by a Human Node.

Above the limit

When the amount of an action is above your limit or your hard limit, the AI does not carry it out, and neither does a Human Node. The case comes to your team in your helpdesk, with its context. The note tells you which limit it passed, and suggests raising that limit in Settings if you want the AI to handle it next time.

A Human Node only works on cases within your limits. Neither amount is ever raised by the AI's confidence: you are the only one who changes them.

Cases you keep for yourself

You can tell Aria that a kind of case always comes to you, even when your policy covers it: a legal threat, a chargeback, an influencer request, or any amount above which you prefer to decide. These cases go straight to your helpdesk, with the context the AI collected.

When a case comes to you for a reason you cannot adjust, such as a legal matter or a case with no policy, the note does not suggest a change.

Actions Razviel never takes

Razviel never ships a product, as a reship or as a replacement. When a customer's case may call for one, the AI reads the order, explains whether it fits and why, and sends the case to your team.

Razviel also never approves a return, creates a return label or processes an exchange: your returns portal does, and the AI guides the customer there. It never issues or extends a gift card, and never leaves a note or a tag on an order.

When a limit changes

A new limit, or a new amount for the AI, applies from the next decision. There is no retraining and no delay. See Change your policy.