Escalation and human review

#Escalation preserves decision authority, not reply work

AI Customer Service still understands the buyer, gathers information, communicates progress, and executes the final outcome. It creates an escalation only when a refund, reshipment, compensation, or out-of-policy exception requires merchant authorization.

Open Customer Service → Escalations to review escalations across Shops. Messaging channels deliver urgent items to people; the in-app queue is the unified record and fallback.

APP CAPTUREThe English light-theme escalation detail, collecting the order amount, buyer request, work already completed by AI, and the decision still required from the merchant.

#Find the item that needs a decision

Filter by Shop, status, or search text, and adjust the page size when needed. Common states include open, in progress, resolved, and closed.

When opening an escalation, read:

• Reason: the exact decision AI needs from you.
• Context: the buyer request, work already completed by AI, and relevant facts.
• Business identifiers: Shop, conversation, buyer, and order for traceability.
• Existing responses: whether someone has already provided interim guidance.

If the information is insufficient, return to the related conversation to inspect the newest messages and order context before deciding.

#Interim guidance, final decision, and dismissal

Write a clear instruction in Manager guidance that AI can execute next.

• Interim guidance: submit without marking the escalation resolved. The response is retained, AI can continue from it, and the escalation remains open for a final outcome.
• Final decision: mark it resolved and submit. AI receives the decision, returns to the original buyer conversation, and continues execution.
• Dismiss escalation: use for an accidental, duplicate, or no-longer-relevant item. Dismissal means no further action is needed; it is not an approval or rejection of the buyer's request.

Write an operational decision such as “Approve one replacement of the same item with free shipping; confirm the delivery address first,” rather than “okay” or “use your judgement.”

#Prefer the Feishu form

When Feishu escalation delivery is configured for a Shop, the responsible person receives a structured form card in the Feishu conversation. It contains the reason and context, plus:

1. Decision / guidance: instructions or the final business decision for AI.
2. Resolution: unresolved or resolved.
3. Submit: writes the response directly to the same Customer Service escalation.

The scene below follows the real card fields. Enter guidance and submit it as resolved to see the header change from orange pending state to green completed state.