Feature Overview

The admin screen is at WooCommerce > Resolution Desk, with tabs for Queue, Cases, Inbox assist, Activity log, Health and Settings. A count of pending items shows next to the menu entry.

Approval queue#

Every proposed change waits here. Open an item to see a field-level diff grouped by money, stock, orders, store credit and the customer message, plus the evidence: policy clauses, order facts, history and any customer photos. You can approve, edit then approve, or reject. Irreversible actions are labelled before you approve them.

Snapshots and revert#

Every execution is snapshotted first. You can revert where WooCommerce allows a clean undo. A refund is never reversible: the customer has been told and, through a gateway, money moved.

Actions#

• Refund, through the payment gateway or manually.
• Cancel and refund, for orders that have no tracked shipment.
• Exchange, as a linked replacement order.
• Return authorization (RMA), with return tracking and inspection.
• Store credit, as a WooCommerce coupon, Advanced Coupons store credit or a TeraWallet balance.
• Order note.

Each action runs preflight checks before it executes and shows the real error if it fails.

Policy engine and policy wizard#

A deterministic engine checks the return window, eligible statuses, excluded categories and products, reasons, restocking fees and more. Where a request falls outside your policy, it is shown to you as an exception for your decision. The optional AI policy wizard reads your policy page and suggests rules for you to accept one by one.

Cases#

Each customer request becomes a case with a status: new, pending approval, awaiting return, received, resolved, rejected or cancelled. Open the Cases tab for the list. The same information appears in a panel on the order screen.

Order-help portal and My Account panel#

The [leet_resolution_desk] shortcode shows a lookup form. Customers find their order with the order number and billing email. Once verified, they see the order status and tracking, can submit a request with items, reason and photos, and can follow the status of their case. The same view appears as a “Get help with this order” panel on the My Account order page.

Order-scoped assistant#

A chat inside the portal that works on one verified order only. The assistant always answers with translated templates. The AI reads each message to pick the intent and pre-fill the request.

Inbox assist#

Paste a customer email into the Inbox assist tab or the order screen. Resolution Desk redacts it, finds the matching order, drafts a reply and stages suggested proposals. Nothing is sent: copy the reply into your mail client. A reply guard warns you about amounts, dates or promises the facts do not support.

Order status and tracking#

Order-status answers come from live WooCommerce data and from WooCommerce Shipment Tracking, Leet Order Tracking and ShipStation, with the delivery status from TrackShip when it is installed. If your tracking comes from another source, see the leet_rd_tracking_readers filter.

Spend controls#

A monthly spend cap, a monthly request cap, a daily slice of the cap, daily budgets per order and per email, and a token meter in the AI & privacy settings. When a cap is reached the plugin falls back to templates and forms.

Activity log#

An append-only, hash-chained log of every customer message, AI call, proposal, decision, execution, revert and settings change. Filter it, export it to CSV, and use the integrity check to confirm nothing was altered.

Health panel and daily digest#

The Health tab lists checks with a status of good, warn or bad, and a daily digest email goes to the Notify address. The checks cover storage, stuck proposals, upload folder protection, visitor IP, AI failures, provider errors, stale queue items, reply guard fallbacks, the rate of AI drafts you edit or reject, missing tracking data, unpaid exchange orders and the spend cap. You can acknowledge the two server warnings (upload folder protection and visitor IP).

Emails#

Resolution Desk sends the customer a “request received” email, a “return approved” email, a “resolved” email, a “request rejected” email and a correction email, and sends you new-item, needs-decision and failure emails.

Works without AI#

With no provider configured, or when a cap is reached, templates and forms still answer order status and take return requests.

Abilities API#

Resolution Desk registers abilities under the leet-resolution-desk/ namespace so an MCP client can use them: get-order-status, check-return-eligibility, list-cases, create-refund, create-replacement-order, propose-store-credit and approve-proposal. Write abilities only stage proposals in your queue, and they are exposed to MCP only if you turn that on in the Channels settings. Approving through abilities is off by default.

Privacy#

Personal data is redacted before any prompt: names, addresses, email addresses, phone numbers and card-like numbers are replaced with placeholders. The AI sees redacted text and item names only.