# Order exception playbook

Companion to **AI agents for eCommerce order exception management**.

| Exception | Investigate | Systems | Auto? | HITL |
| --------- | ----------- | ------- | ----- | ---- |
| Payment failure | Gateway decline code, retry eligibility | Payments, OMS | Retry if policy allows | Fraud / AVS mismatch |
| Inventory shortage | Available vs reserved | Inventory, OMS | Hold / split recommend | Cancel / partial refund |
| Invalid address | Validator vs original | Address API, OMS | Suggest correction | Customer contact |
| Shipping delay | Carrier exception | Carrier, OMS | Notify | Reship / refund |
| Fulfillment problem | WMS short-pick | WMS, OMS | Re-pick ticket | Customer apology policy |
| Fraud signal | Velocity / device / AVS | Fraud tool, payments | Hold | Release / cancel |

Flow: **Order event → exception → investigate → systems → recommended resolution → automated action or human approval**.

Never auto-refund on fraud-hold or "delivered not received" without a playbook owner.