AI_Trust_Zones_Worksheet_Retail.xlsx

	A	B	C	D	E	F	G	H	I	J	K
1	AI Trust Zones Worksheet (Retail)
2	Trust Moment	Customer Expectation	Risk If Wrong	Zone	Escalation Triggers	Escalation Owner	Trust Metrics To Monitor	Transparency Microcopy Line	Risk Level	Status	Notes
3	Refunds & returns	fairness, accuracy, empathy	cost + reputation	Human only	refunds, chargeback, repeated contact, negative sentiment	CX Lead	reversals, repeat contacts (7d), complaint severity, policy consistency	For refunds or disputes, I’ll connect you to a specialist.	High	Draft
4	Order status / tracking	speed, clarity	low cost	AI decides	delivery delay > X days, repeated contact	Ops Support	repeat contacts (7d), escalation accuracy	I can help with order status and product info.	Low	Draft
5	Pricing dispute	fairness, accuracy	margin + reputation	AI assisted	price mismatch, promo exclusions, angry sentiment	Store Manager / CX Supervisor	reversals, complaint rate, policy consistency	For pricing disputes, I’ll connect you to a specialist.	High	Draft
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17	Created by Alice Sionne • alicesionne.com • LinkedIn: linkedin.com/in/alice-s-48997950
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