Note: This support article is part of a series for our advanced Replacement Management System (RMS). If you have a question regarding this advanced feature that hasn't been answered, please connect directly with your Account Manager or custom Technical Architect.
To learn more about our advanced Replacement Management System (RMS), please read this linked support article: https://support.antistock.io/en/articles/12341109-what-is-the-antistock-replacement-management-system-rms.
Auto Approve
We've seen that businesses that automatically approve replacements with our rules drive higher customer satisfaction scores and reduce overall team overhead. As a reminder, if auto approve rules are disabled, we'll default to manual requests.
You will always have the option to manually intervene and deny the replacement request before our system automatically approves the request if any of the below rules are enabled.
Time Delay
A standard automation rule designed to maximize replacements and meet customer demands, whether you're out of the office or taking a quick break.
With a time delay, you can set rules to automatically approve replacement requests within a certain timeframe (e.g., 6 hours to 12 hours).
For example, if your customer requests a replacement at 2:00 PM, our system will start the timer and automatically approve the replacement at any time between 8:00 PM and 2:00 AM.
Value Threshold
If the total value of the replacement is below a percentage (%) or fixed ($) price of the total product value, our system will automatically approve the replacement.
For example, if the total product value is $100 and you set the threshold to 10%, any replacement request under $10 will be approved automatically. Likewise, if you set a fixed threshold of $15, any replacement request at or below $15 will automatically be approved without manual review.
We recommend this specific rule for low-value or minimal-risk replacements so that they are processed without requiring additional steps for your customers.
Customer Replacement History
Measure the total percentage (%) of replacements a customer has made against their total number of orders. This means that if the replacement rate stays at or below your set threshold (e.g., 3.00%), requests are automatically approved.
Once the rate goes above the threshold, new replacement requests are flagged for manual review.
For example, if a customer has 200 completed orders and your threshold is 3.00%, up to 6 replacements will be approved automatically. On the 7th replacement, the customer’s replacement rate increases to 3.50%, so the request is sent for manual review.
Revenue-Based Condition
This rule looks at how much your customer has spent on completed orders. If the customer’s total spend is greater than the set threshold (e.g., $500), replacement requests that fall within that condition are automatically approved. If the spend is below the threshold, requests will be flagged for manual review.
For example, if you set the threshold to $500 and a customer has spent $650 in completed orders, their replacement requests will be auto approved. If another customer has only spent $300, their request would be routed for manual review.
To learn more about what your customers see at checkout when selecting a replacement protection plan, please visit this help article: https://support.antistock.io/en/articles/12341203-what-do-my-customers-see-when-requesting-a-replacement.