YundaDeskBlack Friday and Cyber Monday support rarely breaks because customers ask hard questions. It breaks because everyone asks the same questions at the same time: why did my discount code fail, is this still in stock, when will it ship, can I change my address, how do returns work. Agents copy and paste while refunds, compensation, and complaints wait.
The better move is to turn frequent questions into usable scripts and put them into your knowledge base. Let AI support absorb the repetitive volume first, then hand off when it cannot find a grounded answer, the customer asks for a person, or the case becomes high risk. Use this script pack as a template.
How to use this: structure by intent, not as one long memo
Scripts only help when the system can use them. Use four fields:
| Field | What to write |
|---|---|
| Intent | Coupon, inventory, shipping, address change, return |
| Conditions | Campaign, country or region, product scope, order status |
| Standard answer | Customer-facing language with no internal jargon |
| Handoff trigger | Refunds, compensation, price changes, complaints, human request |
Discount scripts: explain the rule, then give the next step
| Scenario | Suggested script |
|---|---|
| Coupon code does not work | Let me check that with you. This code usually depends on eligible products, minimum order value, and valid campaign time. Please first confirm that the items in your cart are part of this sale. If it still does not work, send the code and a screenshot. |
| Discounts do not stack | For this campaign, some discounts cannot be combined with other offers. The system keeps the best available discount for the current order. |
| Customer asks for a price adjustment | I understand you want the sale price applied. Any order amount adjustment needs human confirmation, so I will send the order and campaign details to our team. |
AI can explain rules, collect screenshots, and guide a retry. Price adjustments, special discounts, and compensation must go through human approval.
Inventory and pre-order scripts: make “available” specific
| Scenario | Suggested script |
|---|---|
| Is this in stock? | If the product page lets you add the item to cart and check out, it is currently available for purchase. Stock changes quickly during the sale, so we recommend completing the order soon. Once the order is successful, use the confirmation email as the reference. |
| Size or color out of stock | This size or color is currently not selectable, which usually means it is low in stock or sold out. You can choose an available variant, or leave contact details for restock updates if the store offers them. |
| Pre-order item | This is a pre-order or delayed-shipping item and is expected to ship according to the date shown on the product page. If your order includes in-stock and pre-order items, they may ship separately or together based on the latest item. |
If you use proactive outreach, AI can speak up when a customer lingers on an out-of-stock variant or size chart. Keep guardrails on: cooldowns, frequency limits, quiet hours, do-not-disturb lists, and human review for sensitive actions.
Shipping scripts: turn waiting into something predictable
| Scenario | Suggested script |
|---|---|
| When will my order ship? | BFCM orders are processed by payment time and warehouse sequence. Most orders ship within the timeframe shown on the campaign page or checkout page. Once your order ships, you will receive a tracking email. |
| Tracking number has not updated | After a tracking number is created, the carrier may need time to sync the first scan. Please check again later. If there is still no update after the promised window, I can hand this to a human teammate. |
| Package stuck at customs | Customs clearance depends on destination-country rules and parcel volume. Please check whether the tracking page asks for extra information or payment. If the status does not change for an unusual period, send your order number. |
These questions fit AI-first handling because the answer depends on knowledge base and order context. YundaDesk can bring website widget, email, WhatsApp, Telegram, Messenger, Instagram, TikTok, LINE, WeChat, VKontakte, Zalo, YouTube and custom API conversations into one workspace and one customer profile.
Address changes and cancellations: check status before promising
| Scenario | Suggested script |
|---|---|
| Change delivery address after ordering | I can record the new delivery address first. Whether it can be changed depends on the current order status. If the order has not entered warehouse processing, we can usually try to update it. If it has shipped, you may need to contact the carrier or wait for delivery. I will hand this to a human teammate to verify. |
| Cancel order | Whether cancellation is possible depends on whether the order has entered processing or shipping. Please provide the order number and I will send it to our team for confirmation. Until then, please treat the original order status as current. |
| Customer asks for immediate handling | I have marked your request as urgent and attached the order number and notes for our team. To avoid an incorrect change, address and cancellation actions need human verification before execution. |
Return and exchange scripts: calm the case, then collect evidence
| Scenario | Suggested script |
|---|---|
| Size does not fit, wants exchange | I understand that the wrong size affects use. Please keep the original packaging and provide the order number, the size you want instead, and photos showing the product condition. We will review it under the return and exchange policy. |
| Damaged item received | I am sorry this happened. Please provide the order number, photos of the outer package, photos of the damaged area, and a photo of the shipping label. I will organize the information for priority human handling. |
| Customer asks for direct refund | I understand your request. Refunds are high-risk actions and need human review based on the order, product condition, and policy. I will collect the required details first and hand this to our team. |
Always include the evidence checklist. Otherwise, when a human takes over, they have to ask for the same basics again, and the customer feels bounced around.
Handoff rules: where AI should stop
Send these cases straight to a human:
- The customer explicitly asks for a human
- The case involves refunds, compensation, price changes, or final cancellation confirmation
- The customer threatens complaints, negative reviews, marketplace disputes, or legal action
- The customer’s order information does not match system records
- AI cannot find a knowledge-base source, or two turns have failed to resolve the issue
Do not hand off with only “please handle”. A useful summary includes what the customer wants, the order number, what has already been checked, and where the case is stuck.
How BFCM scripts can route 1,000 conversations (illustrative)
Review and update: make the next sale easier
After BFCM, review conversations by topic: which questions did AI handle, which topics kept going to humans, which scripts caused follow-up questions, and which agent corrections should become learning suggestions you confirm?
YundaDesk’s “gets smarter over time” does not mean uncontrolled AI learning. When AI misses an answer, an agent fills the gap, or an agent corrects AI, the system creates learning suggestions for the business owner to confirm. Only approved suggestions take effect as skills, knowledge, or customer memory. Every change is traceable, testable, and revertible.
BFCM support scripts do not need to sound fancy. They need clear conditions, clear boundaries, and clear handoff rules. Put them into the knowledge base, let AI answer first and humans back up, and the team will not drown in the same questions all peak weekend.