When a request is outside your policy

When your policy covers a case but the request falls outside it, the AI answers the customer itself. It says clearly that the request is not possible, offers the alternatives that do exist, and does not send the case to anyone.

What counts as outside your policy

A request is outside your policy when your policy covers the case, and:

• the action asked for is not one you allow in that case; or
• a condition you set is not met — for example, a refund asked for 45 days after purchase when your return window is 30 days.

This is different from a case your policy does not cover at all, which comes to your team. See When no policy covers a case.

What the AI does

1. It says no, clearly. The AI tells the customer the request is not possible, with firmness and courtesy.
2. It offers what exists. The AI points to the real alternatives: another option your policy allows, or a resource such as your returns portal.
3. It does not escalate. The case is not sent to a Human Node or to your team.

The AI already knows the answer. Sending a known no to your team would fill your queue with cases the AI resolves itself.

A customer's insistence changes nothing

The Policy Gate checks every money action against your policy. A customer who insists, or who agrees to something outside your policy, does not change the answer.

When a customer group gets a different answer

The answer can depend on the customer's segment. If you gave your best customers a longer return window, a request from one of them inside that window is covered, and follows the normal path. The exception always comes from your policy, never from insistence. See Customer segments.

If you prefer to review exceptions

When Aria asks what to do with requests outside a condition, you can choose a case-by-case review instead of a firm no. For that case — and only for the segments where you chose it — those requests come to your team to decide. See Set up your policy with Aria.