22 KiB
22 KiB
AI modules, questions, and sample answers (shoe store)
This document is aligned with docs/req-AI.md: module codes, pillars (K / T / X / catalog metadata), and shared_field_id labels. Example answers describe a fictional store focused on shoes for both men and women — replace with your real policies, URLs, and numbers.
Legend
| Code | Meaning |
|---|---|
| K | Knowledge (FAQ / KB) |
| T | Transactional L1 (verified identity + DB reads) |
| X | Ticket-led (human resolves) |
| Cat | Catalog metadata (DB-backed category metadetails; toggle only, no per-module questionnaire) |
1. Module catalog (what each module is for)
| Module code | Customer-facing use | Pillar | Vendor “questions” source |
|---|---|---|---|
ALL |
Global store context | — | §6 global questions (sf_*) |
FAQ |
General policies, how you work | K | Shared fields: shipping, returns, payments, contact, policy links, etc. |
CATEGORY_METADETAILS |
Category-level facts from your sync | Cat | No questionnaire — store toggle on/off only |
PRODUCT_FIT |
Fit, sizing, materials | K | sf_sizing_fit_guidance, sf_compatibility_notes, sf_materials_care_limitations, sf_human_escalation_when |
STORE_LOCAL |
Hours, pickup, local | K | sf_physical_locations_hours, sf_pickup_rules, sf_instore_vs_online_inventory, sf_how_to_start_return |
FEEDBACK |
Surveys / thanks | K | sf_feedback_csat_process, tone (sf_tone_and_words_to_avoid) |
HUMAN_ESCALATION |
“I want a person” | K | sf_human_escalation_when, sf_support_*, sf_first_message_checklist |
ORDER_STATUS |
Where is my order | T | sf_processing_time_before_ship, delays, regions, sf_order_id_help, checklist |
ORDER_SUMMARY |
Receipt recap | T | sf_order_summary_tax_invoice_note, checklist, order # help |
SHIPPING_TRACKING |
Carrier, tracking, ETA | T | Carriers, methods, cost, cutoff, regions, customs (sf_* shipping set) |
ORDER_CANCEL |
Cancel order | T | sf_cancellation_*, refunds, sf_order_change_not_possible_next_step |
REFUND_STATUS |
Refund / payout status | T | sf_refund_* |
INVENTORY_STOCK |
In stock? | T | sf_back_in_stock_policy, sf_preorder_policy, sf_discontinued_product_policy, sf_instore_vs_online_inventory |
NOT_RECEIVED_MARKED_DELIVERED |
Tracking says delivered, I don’t have it | X | sf_delivered_not_received_policy, sf_carriers_and_tracking_policy |
SHIPMENT_STUCK_OR_DELAYED |
Shipment stuck / very late | X | sf_stuck_shipment_customer_steps, sf_major_delay_communication, carriers |
PAYMENT_PROBLEM |
Double charge, promo failed, etc. | X | sf_payment_methods_accepted, sf_failed_payment_guidance, sf_double_charge_intake, promo, tax, price adjust |
ORDER_CHANGE |
Change address / items / qty | X | sf_order_change_*, sf_cancellation_* |
RETURN_EXCHANGE |
Start return or exchange | X | sf_return_*, sf_exchange_policy, sf_how_to_start_return, sf_refund_* |
WARRANTY |
Warranty claim | X | sf_warranty_*, escalation |
WRONG_ITEM |
Wrong / damaged / missing item | X | sf_wrong_item_*, return shipping, policy links |
COMPLAINT |
Strong dissatisfaction | X | sf_complaint_*, remedies, sf_support_channels |
2. ALL — Global questions (G1–G12) + sample answers (shoe store)
| # | Question | shared_field_id |
Sample answer (men’s & women’s shoes) |
|---|---|---|---|
| G1 | Brand / store name as customers see it | sf_brand_display_name |
Stride & Sole |
| G2 | One or two sentences: what you sell and for whom | sf_store_one_liner |
We design and sell men’s and women’s footwear — from everyday sneakers and casual shoes to dress and seasonal styles — for customers who care about fit, comfort, and lasting quality. |
| G3 | Languages you support in writing | sf_official_languages |
English (email and chat). We can use translation tools for other languages when needed, but official policies and contracts are in English. |
| G4 | Support channels and hours | sf_support_channels |
Email: support@strideandsole.example · Chat: storefront widget on our site · Hours: Mon–Fri 9:00–18:00 ET; we reply to email within one business day outside chat hours. |
| G5 | Typical first response time | sf_support_first_response_sla |
Chat/widget: usually within a few minutes during business hours. Email: within 24 hours on business days. |
| G6 | Tone and words to avoid | sf_tone_and_words_to_avoid |
Tone: friendly, clear, never pushy. Avoid guaranteeing exact delivery dates, medical claims (e.g. “cures foot pain”), or saying “final sale” unless the product is tagged final sale. |
| G7 | How customers find order # / confirmation | sf_order_id_help |
Your order number appears in your order confirmation email and on your order status page (link in that email). It looks like #1001 or #SS-1001 depending on our format. |
| G8 | What to include when contacting support | sf_first_message_checklist |
Please include: order number, email used at checkout, shoe model name or SKU (if about a product), and photos for damage/wrong-item issues. |
| G9 | Terms of sale URL | sf_policy_link_terms |
https://strideandsole.example/policies/terms-of-service |
| G10 | Privacy policy URL | sf_policy_link_privacy |
https://strideandsole.example/policies/privacy-policy |
| G11 | Return / refund policy URL (if separate) | sf_policy_link_returns |
https://strideandsole.example/policies/refund-policy |
| G12 | Short paragraph: data in support | sf_privacy_support_paragraph |
We use your email, order history, and messages only to fulfill orders, answer questions, and improve support. We don’t sell personal data. Full details are in our privacy policy. |
3. FAQ — Typical topics (FQ1–FQ8 style) + sample answers
The spec groups FAQ under shipping, returns, refunds policy, payments, promo, tax, contact, and policy links. Below are concise shoe-store examples.
| Topic | Sample answer |
|---|---|
| Shipping regions | We ship within United States and Canada. We do not ship to P.O. boxes for oversized shoe cartons in some carriers — checkout will flag if your address isn’t supported. |
| Processing time | In-stock shoes usually ship within 1–2 business days (see sf_processing_time_before_ship in Order status). |
| Returns policy (policy, not status) | Unworn shoes in original box with tags may be returned within 30 days of delivery for a refund or exchange; final sale and worn items are excluded — see our return policy page. |
| Refund policy (timeline, not order status) | Approved refunds are issued to the original payment method within 5–10 business days after we receive the return at our warehouse. |
| Payments | We accept major credit/debit cards, Shop Pay, PayPal, and Apple Pay where enabled. |
| Promotions | One promo code per order unless stated; some exclusions apply on limited releases and collaboration shoes. |
| Tax | Taxes are estimated at checkout and finalized when the order ships, based on shipping address. |
| Contact | Prefer order # + email for fastest help; use the same email you used to purchase. |
4. Per-module questions and sample answers
4.1 ORDER_STATUS (OS1–OS5)
| # | Question | shared_field_id |
Sample answer |
|---|---|---|---|
| OS1 | Normal processing before shipment? | sf_processing_time_before_ship |
Most in-stock men’s and women’s shoes ship within 1–2 business days. During launches or sales, handling may extend to 3–5 business days — we’ll email you if there’s a delay. |
| OS2 | Proactive updates? | (optional) | We email tracking when your order ships. For delays, we send an update with a revised estimate. |
| OS3 | If delayed before shipment | sf_major_delay_communication |
If your size or color is oversold, we’ll email within 48 hours with options: wait, swap, or cancel for a full refund. |
| OS4 | Ship to / not ship to | sf_shipping_regions_served, sf_shipping_regions_excluded |
We ship: US (48 states), DC, Canada. We don’t ship: freight-forwarding addresses we can’t verify, some remote territories — checkout will block unsupported zones. |
| OS5 | Order # help + checklist | sf_order_id_help, sf_first_message_checklist |
(Same as G7/G8 in §2.)* |
4.2 INVENTORY_STOCK (IV1–IV5 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Back in stock | sf_back_in_stock_policy |
Popular sizes (e.g. women’s 8, men’s 10) can sell out — use “Notify me” on the product page; we’ll email when we restock. |
| Pre-orders | sf_preorder_policy |
Limited drops may be pre-order: you’re charged at checkout; we ship by the stated date or earlier if ready. |
| Discontinued | sf_discontinued_product_policy |
When a style is discontinued, we remove or mark it sold out and may suggest a similar model in email if you ask support. |
| In-store vs online | sf_instore_vs_online_inventory |
Online stock is separate from our flagship store inventory — an item may be online-only or store-only; ask us with SKU to check. |
4.3 ORDER_CANCEL (CX1–CX5 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Cancellation window | sf_cancellation_window |
Cancel before shipment for a full refund. Once tracking exists, cancellation may not be possible — start a return instead. |
| How to request | sf_cancellation_how_to_request |
Email support@… with order # or use Order status → Cancel if the button is available. |
| If cancel not possible | sf_order_change_not_possible_next_step |
If the package already shipped, please refuse delivery or use our return portal after delivery. |
| Pre-order / special | sf_cancellation_preorder_digital |
Pre-order collab shoes may have stricter rules — see the product page; some are non-cancellable after 24 hours. |
| Refund timing | sf_refund_timeline_after_approval |
(Align with FAQ) 5–10 business days after approval to original payment method. |
4.4 HUMAN_ESCALATION (HE1–HE4 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| When to escalate | sf_human_escalation_when |
We bring in a human for billing disputes, damaged/lost shipments, exchange exceptions, or whenever automation can’t verify your order. |
| Channels / SLA | sf_support_* |
Email and chat per §2 G4/G5. |
| Checklist | sf_first_message_checklist |
(Same as G8.)* |
4.5 COMPLAINT (CP1–CP6 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Acknowledgement | sf_complaint_acknowledgement_sla |
We acknowledge serious complaints within 24 business hours and aim for a full reply within 3 business days. |
| Supervisor | sf_complaint_supervisor_escalation |
Repeated service failures or order errors over $200 are escalated to a lead. |
| Remedies | sf_wrong_item_remedies, sf_refund_methods |
We may offer refund, replacement, or store credit per policy and case. |
| Abuse | sf_abusive_contact_policy |
We protect our team: harassment or threats may result in restricted support channels per our terms. |
4.6 ORDER_SUMMARY (SM1–SM4 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Tax / invoice note | sf_order_summary_tax_invoice_note |
Order emails show subtotal, shipping, tax estimate. A formal VAT invoice for EU/CA B2B may be requested by email with order # and tax ID. |
| Checklist / order # | sf_first_message_checklist, sf_order_id_help |
(Same as §2.)* |
4.7 REFUND_STATUS (RF1–RF6 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Methods | sf_refund_methods |
Original payment or store credit if you chose credit at return submission. |
| Timeline | sf_refund_timeline_after_approval |
5–10 business days after the return is received and inspected at our warehouse. |
| Partial refunds | sf_partial_refund_rules |
Partial refunds may apply if shoes show wear or accessories are missing from the box. |
| Store credit | sf_store_credit_rules |
Store credit expires in 12 months and can combine with one promo unless stated otherwise. |
4.8 SHIPPING_TRACKING (ST1–ST6 topics)
| Topic | Typical shared_field_id |
Sample answer |
|---|---|---|
| Carriers / tracking | sf_carriers_and_tracking_policy |
We use UPS, FedEx, and USPS; tracking is emailed when the label is created. |
| Methods / transit | sf_shipping_methods_and_transit |
Standard: 3–7 business days; Express: 2–3 business days (US). |
| Cost | sf_shipping_cost_model |
Free standard shipping over $75 US; otherwise rates shown at checkout. |
| Cutoff | sf_dispatch_cutoff |
Orders before 12:00 ET ship same business day when possible. |
| Customs | sf_customs_duties_policy |
Canada/EU: duties and taxes may be COD or prepaid per carrier — shown at checkout. |
4.9 WRONG_ITEM (WI1–WI6 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Report deadline | sf_wrong_item_report_deadline |
Report wrong size sent, color errors, or damage within 14 days of delivery. |
| Evidence | sf_wrong_item_evidence |
Send photos of the shoe box label, both shoes, and packing slip. |
| Remedies | sf_wrong_item_remedies |
We’ll offer free return label + exchange or full refund if we shipped the wrong SKU. |
4.10 RETURN_EXCHANGE (RE1–RE6 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Window | sf_return_window |
30 days from delivery; shoes must be unworn with tags and original box. |
| Condition | sf_return_condition_requirements |
No visible wear on soles; laces and insoles included; no perfume/smoke odor for health reasons. |
| Non-returnable | sf_non_returnable_categories |
Socks, insoles if opened, final sale collaborations, clearance marked as final. |
| Return shipping | sf_return_shipping_payer |
Customer pays return shipping unless we erred (wrong item) — then we provide a prepaid label. |
| Exchange | sf_exchange_policy |
Size exchanges are free on first exchange for the same model if in stock; otherwise refund. |
4.11 NOT_RECEIVED_MARKED_DELIVERED (NR1–NR2)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Steps | sf_delivered_not_received_policy |
Check neighbors / front desk, carrier proof of delivery photo, wait 24 hours, then email us with order #. |
| Carrier | sf_carriers_and_tracking_policy |
We open a carrier trace; if confirmed lost, we reship or refund after investigation (often 5–10 business days). |
4.12 SHIPMENT_STUCK_OR_DELAYED (SD1–SD3)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Customer steps | sf_stuck_shipment_customer_steps |
If tracking hasn’t moved 5+ business days, email us with order # — we file a carrier inquiry. |
| Major delays | sf_major_delay_communication |
Weather or peak season: we post notices on the site banner and send delay emails when we know. |
| Carriers | sf_carriers_and_tracking_policy |
(Same as shipping.)* |
4.13 PAYMENT_PROBLEM (PP1–PP6 topics)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Payment methods | sf_payment_methods_accepted |
Cards, Shop Pay, PayPal, Apple Pay — region-dependent. |
| Failed payment | sf_failed_payment_guidance |
Retry with another card; ensure billing matches bank; contact bank if 3D Secure fails. |
| Double charge | sf_double_charge_intake |
Send order #, two charge amounts, and bank screenshots; we resolve within 5 business days. |
| Promo / tax / price | sf_promo_discount_rules, sf_tax_display_policy, sf_price_adjustment_policy |
One code per order; tax per address; price adjustments within 7 days if we run a public sale on the same SKU. |
4.14 ORDER_CHANGE (OC1–OC4)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Until when | sf_order_change_allowed_until |
Address changes only before warehouse pick — usually same day if before 12:00 ET. |
| How to request | sf_order_change_how_to_request |
Email support@… with order # and new address; we can’t guarantee after ship. |
| If impossible | sf_order_change_not_possible_next_step |
After ship, redirect or hold with carrier when possible — fees may apply. |
| Cancel alternative | sf_cancellation_* |
(See cancel section.)* |
4.15 WARRANTY (WA1–WA5)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Scope | sf_warranty_duration_scope |
Manufacturing defects (e.g. sole separation, bad stitching) for 6 months from delivery. |
| Void | sf_warranty_voiders |
Normal wear, water damage beyond materials rating, unauthorized repair, cut or altered shoes. |
| Process | sf_warranty_claim_process |
Email photos + order #; we may ask you to ship shoes for inspection; repair or replace at our discretion. |
4.16 PRODUCT_FIT (PF1–PF4)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Sizing | sf_sizing_fit_guidance |
Men’s and women’s sizes use US Brannock-style charts; wide widths available on select models — see each PDP size chart. Half sizes: order up if between sizes for closed-toe dress shoes. |
| Compatibility | sf_compatibility_notes |
Orthotic-friendly models list removable insole in specs; not all dress shoes fit thick orthotics. |
| Materials / care | sf_materials_care_limitations |
Leather: brush + conditioner; suede: spray + soft brush; knit: cold hand wash only for some — follow care card in box. |
| Human edge cases | sf_human_escalation_when |
Custom orthotic fit or medical foot conditions — we don’t give medical advice; we suggest a specialist and our widest lasts. |
4.17 STORE_LOCAL (SL1–SL4)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| Locations / hours | sf_physical_locations_hours |
Flagship: 123 Example St, NY — Mon–Sat 10–19, Sun 12–18 (example). |
| Pickup | sf_pickup_rules |
Buy online, pick up in store — bring ID + order email; hold 7 days. |
| Inventory | sf_instore_vs_online_inventory |
Store try-on stock may differ from warehouse — ask staff to transfer if needed. |
| Local returns | sf_how_to_start_return |
In-store returns for online orders with QR code from return portal. |
4.18 FEEDBACK (FB1–FB3)
| Topic | shared_field_id |
Sample answer |
|---|---|---|
| CSAT | sf_feedback_csat_process |
After delivery, we may send a short survey (email); optional review link for verified buyers. |
| Tone | sf_tone_and_words_to_avoid |
(See G6.)* |
4.19 CATEGORY_METADETAILS
- No written questionnaire in the spec.
- Configuration: one store toggle — when enabled, the agent reads category metafields you sync (e.g. fit notes for “Running” vs “Heels”, material blocks per category).
- Sample note for your shoe store: In Shopify (or your source), maintain category-level text such as: “Women’s heels: true-to-size for narrow feet; size up for wide.” / “Men’s running: half-size up for long runs.” The AI uses that only when the toggle is on and the product’s category is resolved.
5. Structured “store voice” (v3 template) — optional mirror
If you use JUNO structured KB voice fields (knowledgeTemplate v3), these pair with the generic keys in code:
| Field key | Label (from app) | Sample answer (shoe store) |
|---|---|---|
aiToneHowWeSound |
How should the AI sound? | Warm, concise, obsessed with fit — we celebrate men’s and women’s styles equally and never talk down about budget vs premium lines. |
communicationFormality |
Formality | Professional but friendly — “we” and “you,” short paragraphs. |
phrasesAndPromisesToAvoid |
Words to avoid | No guaranteed delivery dates; no claiming medical benefits; don’t promise restock dates we haven’t confirmed. |
whenWeDoNotKnow |
When unsure | Say we’re not sure, offer to email support with order #, or link to size chart and care guide. |
6. Disclaimer
- Replace placeholders (brand, URLs, hours, days, carriers) with your real data before publishing or embedding.
- Transactional answers (order status, tracking, stock) must match your database / Shopify at runtime — this file is policy and copy, not live data.
- Canonical module list and IDs:
docs/req-AI.md§3, §5–§7.
Generated for: men’s and women’s shoe positioning — adjust for your exact catalog and regions.