Customer care settings
Set up AI-drafted replies to Amazon buyer messages — the AI key, the mailbox, and the switches that control importing, drafting and sending.
What it's for
The Customer care box connects OrderPilot to an AI service that reads Amazon buyer messages and A-to-Z claim notices and drafts replies for you. You decide how much it is allowed to do on its own.
Where to find it
⚙ Settings → General settings → Customer care. One tab: Setup.
The screen at a glance
Claude API key
Paste an API key you create at console.anthropic.com. It is pay-per-use (roughly $5–15 a month at normal volume) and is stored encrypted. Once saved, the box shows "(saved — blank keeps it)".
Below the key you see this month's usage: number of AI calls, tokens used and an estimated cost, plus a Balance & buy more credit link to the Anthropic console.
Mailbox
The mailbox that receives Amazon buyer messages and A-to-Z notices. Replies go out from it too. The default is the same mailbox used for alerts. Mailboxes are added under Company settings → Email & mailboxes (see Email and mailboxes).
Switches — flip in order as trust builds
Turn these on one at a time: import first, then drafting, then auto-send.
| Switch | What it does |
|---|---|
| Import messages | Reads the mailbox on a schedule and files buyer messages and claims. Read-only. |
| Check the mailbox every | 5, 10, 15, 30 minutes or 1 hour. Buyers have a 24-hour reply window, so 15 minutes is plenty. |
| Draft replies | Drafts a reply for every message (and an appeal for every claim) using your policy boxes. Drafts wait for your approval. Needs a working API key. |
| Auto-send replies | Sends drafts without approval. Claims are never submitted automatically. |
| Action buttons in chat | Adds 💵 Issue refund (full or partial) and 📦 Send return label buttons under each conversation. Refunds go through the real channel refund; labels are bought at the cheapest rate and emailed to the buyer as a PDF. |
| Auto-process on approve | When on, clicking Approve & send also carries out what the reply promises: a partial refund at the percent you picked, a full refund when the draft is marked for one, or a bought-and-emailed return label. A note under the draft tells you what will happen before you approve. Only works while Auto-send is off, so a person confirms every one. |
| Show the entire email | Off: the inbox shows only the buyer's own words, with the full email one click away. On: the whole email shows. |
| AI case summary | A 2–3 sentence summary of each conversation, made when you open it (about 1¢ each). Off: no summary card. |
Every switch and list saves as soon as you change it.
Buttons and actions
| Button | What it does |
|---|---|
| Save (API key) | Saves the key you pasted. Leaving the box blank keeps the saved key. |
| Test the AI | Sends a short test question to the AI and shows its reply, so you know the key works. |
| Balance & buy more credit | Opens the Anthropic console billing page in a new tab. |
| Mailbox list | Picks the mailbox. Saves on change. |
How to start using AI replies safely
- Create an API key at console.anthropic.com and copy it.
- Open Settings → General settings → Customer care.
- Paste the key and click Save, then click Test the AI. You should see a reply.
- Pick the Mailbox that receives your Amazon buyer messages.
- Turn on Import messages. Check the Customer care page for a day or two.
- Turn on Draft replies. Review and approve drafts yourself.
- Only when you trust the drafts, consider Auto-send replies.
Tips and troubleshooting
- "Saved, but drafting needs a working API key first." The key is missing or not working. Paste a new key, Save, and click Test the AI.
- Auto-process on approve is greyed out. It only works while Auto-send replies is off.
- No messages arrive. Check that Import messages is on and that the chosen mailbox is the one Amazon forwards buyer messages to. Mailboxes marked "(not connected)" cannot be read.
- Watch your costs with the usage line under the key. The AI case summary adds a small cost per conversation opened.