Do not let the chatbot invent a refund.
Import the refund policy URL, verify it, keep it public-safe, attach an AI Application policy, test the question, then return a cited answer or a refusal through Wiki Connect.
Stop a chatbot invented refund. Import the policy URL, verify it, put it in a public-safe collection, attach an AI Application policy, test in the Playground, then serve a cited Wiki Connect answer or refuse.
A chatbot invented refund is a policy failure, not a prompt failure.
The customer asks, "What is your refund policy?" The bot answers 60 days because a draft doc, a competitor page, or a Slack snippet said so. Finance has a 30-day public policy. That transcript is now a commitment.
This is the outbound wedge for Wiki. If you cannot get the refund question right, you are not ready for billing, cancellation, or warranty questions either.
The fix is not a longer system prompt. The fix is a single approved source, a public-safe collection, a policy that cannot see anything else, and a test that proves the bot cites or refuses.
The refund policy walkthrough
Six live steps. No native helpdesk app required. Your existing bot calls Wiki Connect when the answer is ready.
- Step 1
1. Import the refund policy URL
Use URL import on the public refund page customers already see. That page is the source, not a rewritten summary in a prompt.
- Step 2
2. Verify the source
Someone accountable reviews the imported page and marks it verified. Until then, no AI Application should answer from it.
- Step 3
3. Put it in a public-safe collection
The refund policy is customer-facing. It belongs in a public-safe collection, not next to internal exception notes.
- Step 4
4. Attach an AI Application policy
The public chatbot may retrieve that collection. It may not retrieve internal collections. Permission-aware retrieval enforces the split.
- Step 5
5. Test in the Answer Playground
Ask "What is your refund policy?" and the edge cases. Confirm the citation is the imported page. Confirm a question the page does not cover is a refusal.
- Step 6
6. Serve a cited answer or refuse through Wiki Connect
Your bot calls the Wiki Connect HTTP API. The response is policy-constrained and citation-backed, or it is a refusal. There is no silent guess.
What is live for refund policy answers
URL import, verification, public-safe collections, AI Application policies, the Answer Playground, Wiki Connect, Knowledge Health, and public docs are live. Source change detection and stale-source alerts are planned.
URL import
Bring the public refund page in as a source you can verify and reuse.
Verification and public-safe collections
The page becomes AI-ready only after review, and only the public chatbot policy should see it.
Answer Playground
Replay the exact customer question and inspect the citation before anything is customer-facing.
Wiki Connect
An HTTP API your support chatbot already owns. Documented at /docs/answers/wiki-connect.
Public docs, same source
Publish the same verified page to a help center so the bot and the docs site do not drift.
Questions teams ask first.
- How do I stop a chatbot invented refund?
- Import the public refund policy URL, verify it, place it in a public-safe collection, attach the chatbot's AI Application policy, test the question in the Answer Playground, then serve the cited answer or a refusal through Wiki Connect.
- Will Wiki watch the refund page for changes?
- URL import and verification are live. Automatic source change detection, diffs, and stale-source alerts are planned and not claimed as available today. Knowledge Health still shows review cadence and AI readiness.
- Do I need a native Zendesk or Intercom app?
- No. Wiki does not ship a native helpdesk app. Your existing bot calls the Wiki Connect HTTP API with the public chatbot's application key.
- What if the policy does not cover the customer's case?
- The bot should refuse. That is the correct outcome. A missing edge case is a knowledge gap, not a reason to invent a refund.
- Can I try this on the $1 trial?
- Yes. Wiki has a $1, 14-day trial with a card required. Plans are Starter at $29, Pro at $99, and Team at $249 per month.
Essays, tools, and the product.
From the blog
The Complete Guide to Citation-Backed AI Support
Customer-facing AI should show where the answer came from, know when it lacks an approved source, and escalate when documentation cannot support a reliable answer.
Why Your AI Chatbot Keeps Giving Different Answers
Inconsistent chatbot answers usually come from fragmented sources, stale docs, conflicting policies, and missing governance, not random model behavior.
AI Permissions: What Your Chatbot Should Never Be Allowed to Know
The biggest AI knowledge mistake is giving every chatbot access to every document. Permissions should be explicit, tested, and audience-aware.
Tools
Your AI is already talking.
Make sure it knows what it is talking about.