Guides
How Lumtry records an AI decision and lets a shopper contest it
Every AI-assisted refund decision writes a compliance record before the case moves on: what the model produced, whether a validator accepted it, and which injection-screen rules fired. A shopper who disagrees can contest the decision from the returns portal, and a person resolves it in the dashboard. None of this is gated by plan.
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Explained 1
What does Lumtry record for an AI-assisted decision?
A frozen compliance record: a digest that proves what the model produced, a validator verdict of accepted, rejected or not run, every injection-screen rule that fired, and a bounded excerpt for review. The record cannot be edited once written; a later feature can only add fields with a default, never change what an earlier run already recorded.
Explained 2
How does a shopper find out AI helped decide their case?
The returns portal's status page shows a plain-language notice once the case finalizes, one notice per run. From that same page, the shopper can contest the decision if they disagree.
Explained 3
What happens after a shopper contests a decision?
The contest starts open, awaiting review. A person resolves it from the Agent Activity page's Contests to review queue, reading the shopper's reason and marking it upheld or outcome changed, with an optional note. A case can carry up to five contests before a further attempt is refused.
Explained 4
Can a merchant or a reviewer rewrite what the record says?
No. Resolving a contest sets it once: a repeated resolve request without a fresh idempotency key returns the same result rather than writing again. The shopper's reason and the reviewer's note stay in the dashboard; the shopper only ever sees the outcome.
How to
Follow a decision from record to resolution in five steps
The record writes before the case moves on
Every AI-assisted decision on a case produces its compliance record first: the digest, the validator verdict and the fired rules, so nothing about what happened is decided after the fact.
The shopper reads a notice on the status page
Once the case finalizes, the returns portal status page shows the shopper a notice that AI helped decide it.
The shopper can contest it from the same page
If the shopper disagrees, they file a contest with their reason directly from the status page.
A person reviews it in Agent Activity
The contest appears in the Contests to review queue, oldest first, until a reviewer opens it and marks it upheld or outcome changed.
The shopper sees the outcome, not the reasoning
The status page updates to show the case was reviewed and its outcome, while the shopper's reason and the reviewer's note stay on the dashboard.
FAQ
Frequently asked questions
Can a shopper contest a decision more than once?
Up to five times on the same case. A sixth attempt is refused outright, so the review queue cannot be flooded.
Does contesting a decision undo what already happened?
No. Resolving a contest records a reviewer's verdict, upheld or outcome changed, with an optional note. It does not itself reverse a refund; any further action a reviewer decides on runs through the normal case workflow.
What survives if a case is later erased under privacy law?
The bounded excerpt of what the model produced is removed. The digest that proves what was produced, and the notice and contest trail, stay in the audit record.
Is any of this gated by plan?
No. The decisions record and the contest loop are on every plan. A separate copilot that suggests policy rule fixes needs the AI rule suggestions entitlement, but recording and contesting a decision never do.
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