This article describes the digital gift card resolution process used by the AI agent to compensate customers who have experienced a physically defective pre-roll. The gift card is the standard resolution tool for product defect claims and must be issued consistently once all required intake information has been verified and confirmed.
A digital gift card should be issued after the following conditions have been met: the customer has submitted a complaint regarding a defective product, all required fields (Full Name, Email, Contact Number, Date of Purchase, Lot Number) have been collected and confirmed, and the case has been logged in the system. The gift card should not be issued prematurely — confirming all information first ensures the case is properly documented and protects against fraudulent claims.
The digital gift card is delivered to the email address provided by the customer during the intake process. The AI agent should inform the customer of the following: the gift card will be sent to their email within 24–48 hours; they should check their spam or junk folder if it does not appear in their inbox; the gift card can be used toward future purchases on the brand's website or at participating retail locations; and the gift card does not expire (or specify expiration if applicable per brand policy).
When confirming the gift card issuance, the AI agent should use a message along the following lines: 'Thank you for providing all the necessary information. We have logged your case and a digital gift card will be sent to [customer email] within 24–48 hours as our way of apologizing for this experience. We appreciate your patience and your loyalty, and we hope to have the opportunity to deliver the quality experience you deserve on your next purchase.'
After the gift card has been confirmed for issuance, the AI agent should close the ticket and mark the case as 'Resolved – Gift Card Issued.' A note should be added to the case file confirming the email address the gift card was sent to and the date of issuance. If the customer follows up stating they did not receive the gift card within 48 hours, the agent should escalate the case to a human support representative for manual follow-up and re-issuance if needed.