What the Charter is

Your Charter is your written instruction to Razviel. For each kind of case, and for each group of customers, it says which actions the AI may take and, for actions that move money, up to what amount. The AI reads your policy on every decision.

What your policy answers

For every case your customers can raise — a late delivery, a damaged item, a size exchange, a cancellation — your policy answers three questions:

• What is allowed. Which actions the AI may take: a refund, store credit, a discount, a cancellation, an order edit, or only information. Exchanges and returns run in your returns portal, and the AI guides the customer there.
• For whom. Whether the answer is the same for every customer, or different for a group, such as your best customers. See Customer segments.
• Up to what amount. For each action that moves money, the amount the AI can handle on its own and the limit, and the conditions the action depends on, such as your return window. See Limits on money actions.

Most cases are the same for everyone. Where you want a difference, it is written only there.

Always complete

Every case in your policy has an answer for every customer group. The AI never has to guess how generous to be or which action fits. When it cannot tell which group a customer belongs to, it uses the answer you gave for unidentified customers.

Cases where the AI only informs or guides are in your policy too, with no action allowed. Cases that belong to a feature you do not offer, such as subscriptions, are not: the AI tells the customer you do not offer it. A case that matches nothing in your policy comes to your team. Above every case sit your hard limits, which no case can pass. See Limits on money actions.

Where you read and edit it

Your policy is built in a conversation with Aria, during your AI setup. You then read it in Settings:

• Charter — your whole policy in plain language, case by case.
• Policy Gate — every rule and limit in your policy, case by case, with the numbers you can edit.

The two show the same policy. A change in one is a change in the other.

How it decides a request

Every request that moves money is checked against your policy by the Policy Gate before anything happens. There are three outcomes:

• Allowed — the action is carried out within your limit: by the AI on its own up to the amount you set for it, and with a Human Node confirming from there up to the limit.
• Not allowed — the AI says no, and offers the alternatives that exist.
• Sent to your team — no policy covers the case, the amount is above your limit, or you chose to handle that case yourself.

The full path is described in Refunds, credits, exchanges and cancellations.

Your policy is yours

The policy in force at the moment of a decision is your instruction to Razviel. The limit you set is the most a single action within your policy can move. You can extend or change your policy at any time. See Change your policy.