Answers about shipping, returns and policies
When a shopper asks about shipping, returns or your other policies, Bountful answers from what your store already says:
- the answers you wrote in Knowledge
- your policies, from your Shopify admin under Settings → Policies
- your store’s pages, under Online Store → Pages
When a policy and a page both cover a topic, the policy wins.
Stick to your policies
For some questions, you may want Bountful to use your policies and nothing else. Go to Settings → Agent → How it answers, and turn on Stick to your policies for these questions. It’s off to start with.
With it on, questions about returns, shipping, warranty, terms and how you handle data are answered from your policies. If no policy covers the question, Bountful says it doesn’t have that, even if one of your pages talks about it. Then it offers to pass the question to you, or tells the shopper to contact your store.
When there’s no answer
If Bountful doesn’t know, it says so rather than guess. The question shows up in Knowledge → Waiting for you. Write the answer there, and Bountful uses it from then on.