What a customer support exercise looks like

An applicant inherits a handover: a customer was told an order would be cancelled and refunded, and neither happened. Calavion prepares each exercise with the company, by hand.

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The worked example: the cancellation case

Customer and client operations: disputes, complaints, refund decisions and follow-through with a customer when the situation has no clean script. The exercise centres on an order-cancellation and refund handover. An applicant inherits a case where a customer was told an order would be cancelled and refunded, and neither happened. The records include payment, fulfilment, a warehouse thread, case history and an operating procedure. The two procedure rules are not enforced by the system, so a premature act is recorded, not blocked. See the sample environment.

What the applicant investigates

The payment and fulfilment records, the warehouse thread and the case history, and what the customer has already been told. The warehouse can stop a shipment only within a limited window, so timing matters.

What the employer reads in Replay

A record of what was available, what the applicant did and wrote, what changed and what stayed open. People at the employer decide. Calavion does not give applicants an overall score, generate an ordered shortlist, or recommend whom to hire. The employer orders its shortlist; the software checks that order against approved criteria and asks for a reason where it conflicts.

What has been run

The exercise has been run end to end in production on synthetic data: company sign-in, setup, an applicant working the case, immediate and delayed consequences, and an employer reviewing the result in Replay.

See how Replay works, the methodology and where Calavion applies.