Job store-support-answer-sheet-and-test-set · revised 12 October 2026
Write down what your shop promises so answers come from it, then test it on 40 questions
One answer sheet built only from your own policies and product facts, every line sourced, with a list of questions that always go to a person, tested on 40 questions.
You might be seeing
- Two of your pages give different return windows
- An assistant answers a refund question with a confident reply nobody wrote
No passwords, keys, card details or admin invites needed to start.
What usually happened
An assistant answers from whatever text it finds, including pages that contradict each other or are out of date. A customer reads a wrong answer about a refund, a delivery date or a return window as your promise. Most shops have never written down which questions must always go to a person.
Who it’s for: Owner or operations lead of an online store with 30 or more support tickets a week, who is turning on an AI answer tool or has a new hire answering from memory.
Usually starts when: You are about to let an assistant, or a new person, answer customers from your policy pages, and nobody has checked that those pages agree with each other.
The result: You get one answer sheet built only from your own pages and product data, where every answer line shows its source. You also get a named list of questions that always go to a person, a list of places your own pages disagree, and a 40-question test with results.
Check whether this job fits
Answer these without sending files or logins. Nothing is submitted unless you choose to contact us.
What you get
- The answer sheet, each line with its source
- The always-hand-over list
- A list of contradictions between your pages
- The 40-question test set, key and results table
- Steps to re-run the test
Included
- One store and one language, with up to 30 policy and product pages that you send as text or public links
- An answer sheet covering shipping cut-offs, return windows, final-sale and backorder lines, stock-out wording and sizing or fit pointers
- A list of questions that always go to a person
- A 40-question test set: 20 from your anonymised past tickets, held back from us, and 20 written by us, 10 of the 40 must-hand-over
- A test run through your chosen tool in preview mode, or by a person answering from the sheet alone
Not included
- Switching on or configuring an assistant tool (see the chat assistant set-up job)
- Replying to customers
- Refund, cancellation or order decisions
- Legal advice or deciding which of two policies is right
- Keeping the sheet current after hand-over (see the monthly re-check)
- Health, safety or other regulated product claims, beyond flagging them
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
Every answer line shows a source (page address and line, or catalogue field), and none is without one.
Evidence: The sheet with its source column; you check ten lines you pick.
Every place where two of your pages give different answers is listed with both quotes.
Evidence: The contradictions list next to the page text.
On the 40 questions, 20 held back by you until the test run, all 10 must-hand-over questions are handed to a person and none is answered. This is a smoke test, not a rate.
Evidence: The results table and your key.
Of the 30 answerable questions, at least 28 get the sheet's answer with the right source, and one answer that states a refund, price, deadline or policy not in the sheet fails the whole test. The 20 questions we write are not counted toward any confidence figure.
Evidence: The results table, with the severe-error list marked.
Sign-off. You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
If it fails. If an agreed check fails, you do not pay for this fixed scope. We hand over what we found and agree whether to stop or re-quote; no surprise work.
When it fits, and when we stop
It fits when
- Your return, shipping and product policies exist in writing, or you will decide them during the job
- A named person owns the policies and decides which version is right
- You can send 20 anonymised past tickets with names, addresses and order numbers removed
- If you use an assistant tool, it can be tested without live customers
We stop and tell you if
- You will not resolve pages that contradict each other
- The tool can only be tested on live customers
- Your products make health or other regulated claims that need a lawyer to check
- Two people on your side label the same 20 past questions and agree on fewer than 17 of them
What could go wrong
The job works on copies of files you send and returns files and a report. Nothing in your store or helpdesk is changed by us, so there is nothing to undo. Our copies of your files are deleted when the job ends.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A business answers for what its assistant says, so a wrong line becomes your promise. | Every line carries its source, and a separate automated reviewer checks each line against its source before hand-over. Your person approves the sheet. |
| Your pages contradict each other and the sheet repeats one of them. | Contradictions are listed with both quotes. The job stops if you will not resolve them. |
| A customer talks to an automated assistant without knowing it. | The sheet carries a notice line for the first message, and the set-up job tests that it appears first. |
A separate automated reviewer checks the work and the test results before hand-over. Your named person approves every line of the sheet and the always-hand-over list. No human supervisor from us is included unless your agreement names one, and at launch the work is largely automated.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree the pages, the language and the always-hand-over rules in writing
- Receive policy text; your 20 labelled tickets stay sealed until the test
- Build the sheet, giving every line a page and line as its source
- List every place your pages disagree, with both quotes
- Write the 40-question test and the key; keep your 20 back from us
- Run the test, have it checked by a separate automated reviewer, and hand over
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, price, start window and delivery date in writing before you accept, and work starts only after the agreed inputs are in place. An enquiry creates no charge or booking.
Need to keep it working?
Discuss a monthly re-check of the sheet, or setting up the assistant on a test store.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Explore an ongoing managed lane, or mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- Write the sheet yourself from your policy pages and ask a colleague to try it with 40 real questions.
- Use the answer tool's own set-up wizard, and test it with questions from your past tickets.
Questions
Do I need a chat tool for this?
No. The sheet works for a person, a template reply or a tool. The chat assistant set-up job is separate.
Will you write my policies?
No. We write down what your pages already say, and list where they disagree. You decide the rule.
Do you read my customers' messages?
Only anonymised questions you choose to send, with names, addresses and order numbers removed.
Does a pass mean it will be right next month?
No. A pass describes items like the test sample on the day of the test. It is not a promise about future items, and it does not replace your own checking.
Send an enquiry
Send us
- Links to your public policy and shipping pages
- Roughly how many tickets you get a week, and what answers them today
- Which questions you already want a person to take
- No customer data, logins or order numbers
Later, once you agree
- Policy and product text through an agreed secure route
- 20 anonymised past tickets, labelled by two people on your side, kept sealed until the test run
- The name of the person who owns the policies and approves the sheet
- Preview or test mode of your answer tool, if you use one
You keep your store, your helpdesk and every login. We work on the files you send through a secure route agreed after you say yes, and hand back files and a report. We never ask for store or helpdesk logins, and nothing goes live until your named person applies it.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “store-support-answer-sheet-and-test-set” as the subject.