Order verification
Match the request against SKU, variant, order history, and item notes before drafting a reply.
Workflow library
Wrong item and wrong size workflows for ecommerce support teams.
SparkWren helps support reps confirm what was ordered, compare it with what was received, explain the allowed resolution, and package edge cases for review instead of guessing on the spot.
input
“I ordered medium black, but the package has a small navy item.”
context
SKU, order notes, fulfillment record, and return policy are matched automatically.
output
Resolution path, missing evidence request if needed, and a handoff note for fulfillment or manager review.
Policy fit
Surface whether the issue qualifies for replacement, exchange, or return based on current rules.
Next-step clarity
Give the rep an approved path forward and an internal note if warehouse follow-up is needed.
Where teams get stuck
- The customer says the wrong product arrived, but the ticket lacks photos or label details
- Store policy allows replacement in one case but not another
- Marketplace obligations differ from direct-store handling
- Support needs to know whether this is a one-off miss or a warehouse pattern
What SparkWren prepares
- Customer-facing explanation of the next step
- Internal summary of the mismatch and risk level
- Suggested owner for fulfillment or manager follow-up
- Flag if the same SKU or variant is appearing repeatedly
Related workflows
Wrong-item cases often spill into adjacent workflows.
Refund routing
Use when the case turns into a return, exchange, or approval-controlled refund path.
Damaged package
Use when the item was correct but the package arrived broken or unsellable.
Address issue
Use when delivery errors and item mismatches appear in the same support thread.