Rules in code, not in the AI
The AI reads messages and writes replies. It doesn’t decide what’s allowed. Every action passes a check written in ordinary code before it runs, and an action can only come from a step in one of your plays.
What always waits for a person
These need someone’s approval on every store, even when the play is in Auto:
- Refunds
- Sending items again
- Cancelling an order
- Changing a shipping address
The customer’s reply can go out in Auto, but it says the action is requested rather than done. A person then approves it on the ticket.
Replacements aren't automatic yet
Wekks can’t create a replacement order. Its reply says the replacement is requested. Once approved, the ticket goes to your team with a note naming the items, and someone creates a $0 order in Shopify. These tickets aren’t charged.
Limits on refunds
On top of approval, Wekks checks each refund it proposes against these limits, and tells the person approving when one is passed.
| Limit | Amount |
|---|---|
| One refund | $50 |
| One customer, over 30 days | $100 |
| Your whole store, in one day | $500 |
A refund bigger than the order is refused outright. Cancelling an order refunds it in full, which these limits don’t cover, but a person still approves it. The limits are the same for every store and can’t be changed in the app. If they don’t suit you, talk to us.
What goes straight to your team
Injuries and bad reactions, legal threats, chargeback threats and abuse each have a safety play that hands the ticket to your team. Tickets Wekks isn’t confident about go to your team too.
This needs Wekks to be past watching. While every play is in Watch, or while your plan, budget or free tickets stop it from replying, Wekks posts nothing and your team answers these tickets as usual.
How replies are checked
Before a reply goes out, it’s screened and then reviewed separately for:
- Claims that a product cures or treats anything, and medical advice
- Promises the decision doesn’t back up
- Saying something was done when it’s only pending
- Private details, or anything internal
- Admitting legal fault
If a reply fails in Auto, it becomes a draft for a person rather than going out.
Checks on identity
- In the Change the shipping address play, the customer has to confirm the order’s postcode first. This step is locked. If you build your own play that changes an address, add that check yourself.
- Wekks only shows a customer details of their own orders. Another account’s order comes back with its details hidden.
Honest about being an AI
If a customer asks, Wekks says it’s an AI assistant on your team and offers a person. That step is locked.
Your off switch
Pause Wekks at any time. It sends and changes nothing on its own until you resume.
Wekks can still make mistakes
These safeguards limit the damage a mistake can do, but they don’t remove the need to read drafts and keep an eye on your plays. That’s why you stay in charge of each mode.