Gorgias AI checklist
Gorgias AI Ecommerce Readiness Checklist
A practical ecommerce test matrix for deciding which Gorgias AI intents are safe to automate and which need better guidance, source evidence, or human handoff.
Template target
Gorgias AI
- Gorgias AI pre-launch review for Shopify stores
- Returns, refunds, and damaged-order policy QA
- Ecommerce support automation expansion planning
How to use it
Turn a template run into a launch decision.
List the ecommerce intents that create cost
Start with refunds, returns, shipping delays, damaged orders, warranties, subscriptions, cancellations, VIP exceptions, and fraud-sensitive account changes.
Attach the source and exception rule
For each intent, record the help center article, guidance, product catalog source, uploaded document, or action that makes the answer safe.
Decide coverage before expanding automation
Approve simple, source-backed topics. Restrict topics that need customer context. Hand off anything with fraud, legal, payment, or VIP judgement.
Template preview
Sample rows and readiness decisions.
| Intent | Test question | Source evidence | Risk | Decision |
|---|---|---|---|---|
| Damaged order | My glass item arrived broken. Can you send a replacement? | Damaged item policy, photo requirement, order status | Replacement cost and proof requirement | Restrict until proof and order status are checked |
| Subscription cancellation | Cancel my next subscription box but keep my account active. | Subscription guidance and connected subscription app | Action must target the next order only | Approve only with action confirmation |
| VIP exception | I am a VIP. Can you waive the return shipping fee? | VIP policy and loyalty-tier source | Tier-specific exception | Restrict with tier check |
| Product compatibility | Will this charger work with the 2023 model I bought? | Product catalog and compatibility guide | Stale product information | Approve only if catalog and guide match |
Readiness checklist
What to review before the AI answer goes live.
Knowledge sources
- Confirm the help center, public website, product catalog, uploaded documents, and guidance say the same thing.
- Check whether product-specific exclusions are visible to the AI before it answers.
- Review whether seasonal promotions and shipping cutoffs have an owner and expiry date.
Operational actions
- Separate information-only answers from actions such as cancel subscription, update address, start return, or apply discount.
- Record what customer data must be checked before the action is safe.
- Confirm the handoff path when an action cannot be completed automatically.
Risk controls
- Exclude fraud, chargeback, legal threat, and account ownership disputes from automation unless a strict handoff rule exists.
- Restrict VIP and loyalty exceptions when the policy depends on customer tier.
- Retest damaged-order and shipping-delay flows after carrier, warehouse, or promotion changes.
Decision rubric
Do not let a good-sounding answer become scope.
Ecommerce AI support fails when a generic answer hides product-specific, order-specific, or customer-specific conditions. The risky work is not the easy FAQ. It is returns, damaged orders, subscriptions, fraud-sensitive requests, VIP exceptions, and product compatibility.
Use this matrix to test whether Gorgias AI has the right knowledge sources, guidance, actions, and handoff rules before expanding coverage.
Automate
The answer is source-backed, low-risk, and does not require judgement beyond available order or product context.
Ask first
The AI should collect order number, product, region, plan, tier, or photo proof before answering.
Action guarded
The AI can perform the action only when the source, customer context, and confirmation step all match.
Hand off
Fraud, chargeback, legal threat, VIP exception, account ownership, and high-cost goodwill cases stay with humans.
FAQ
Questions before using this template.
What should ecommerce teams test before expanding Gorgias AI?
Test refunds, returns, damaged orders, shipping delays, warranties, subscriptions, product compatibility, VIP exceptions, and fraud-sensitive account requests before broad automation.
Why separate information-only answers from actions?
A correct explanation is lower risk than an automated action. Cancellations, address changes, returns, discounts, and subscription changes need source evidence plus customer-context checks.
How often should this checklist be rerun?
Rerun it after policy changes, product launches, seasonal promotions, carrier changes, warehouse changes, or major AI coverage expansion.
Launch boundary
Turn template findings into approved scope.
Meihaku maps each tested intent to source evidence, conflicts, gaps, and the answer your team approves before automation.