Your brand runs on tribal knowledge. That breaks when you scale.
rezlv embeds your returns and CX decision logic directly into your ecommerce store and helpdesk — so every agent makes the right call by default, every exception gets an owner, and you stop being the final word on everything.
No credit card · 20-minute walkthrough · Founder-priced for early brands
Customer #4821 — Return request
Order $312 · 38 days since purchase · VIP
Policy match: Approve refund
Within 45-day window · under $400 threshold
Draft reply generated · awaiting agent approval
VIP customer — refund outside policy
$890 order · 61 days · 12 prior orders
Assigned to Sarah L.
CX Lead · 2hr SLA · logged
97%
On-policy decisions
0
Unowned exceptions
Recent decisions
CX escalations
-80% since policy embedded
The messy middle
You've bought the tools. The ownership gaps are still there.
Past $500K and 7–10 people, founder proximity breaks. Teams add helpdesk macros, Notion SOPs, Slack pins — and still end up inconsistent. The tools track work. Nobody enforces who owns the decision when it matters.
Two agents,
two different answers to the same ticket.
New hires guess from old tickets. Veterans improvise. The same return gets approved on Monday and denied on Friday — and the customer always notices.
Nobody owns
the exception.
Edge cases get tossed into Slack. Your CX lead becomes the final word on everything. Decisions stall, things fall through cracks, and founders get pulled back in.
Your AI agent
is making promises you wouldn't approve.
Unconstrained bots offer refunds, extensions, and exceptions your policy doesn't cover. One off-policy reply becomes a public, expensive problem.
Features
The right call, by default. Every time, for every agent.
Every exception gets an owner — automatically.
No more "who handles this?" in Slack. When a ticket hits an edge case, rezlv assigns it to the right person based on your rules — with a nudge, a deadline, and a log of how it was resolved. Your CX lead stops being the final word on everything.
Exception routing
Exception detected
Refund request outside standard policy window
Owner auto-assigned
Based on exception type and escalation rules
Sarah L. · CX Lead
Nudge sent · 2hr SLA
Deviation logged with reason
VIP exception approved · rationale recorded
2 hrs
Avg resolution
100%
Exceptions owned
0
Lost in Slack
Full customer picture, right where your team decides.
rezlv pulls order history, open tickets, conversation history, satisfaction scores, and VIP tags from your store and helpdesk into a single view — surfaced inside the reply your agent is already writing, not in a separate tab they have to remember to check.
Customer decision view
Maya K.
LTV
$2,140
Avg order
$178
Returns
1
CSAT
4.9 ★
Tickets
Policy check
Recommendation: Approve refund
Draft reply
“Hi Maya, thanks for reaching out. We've reviewed your return and are happy to process a full refund...”
How it works
Your policy, embedded in your workflow. Live in days.
Map your policy once
We turn your real returns and refund rules into a decision tree — thresholds, exceptions, VIP overrides. Setup takes a working session, not a quarter.
Route every decision through it
Connect your ecommerce store and helpdesk. Every ticket and return is checked against your logic, surfaced inside the reply your agent is already writing — no separate tab to open.
Own and log the edge cases
Every exception gets an assigned owner and a nudge. Deviations are logged with a reason. Within two weeks, your CX lead stops being the final word on everything — and you stop getting pulled in.
Integration
Works inside your store and helpdesk. No new tab required.
rezlv connects to your ecommerce platform and helpdesk via API — pulling customer profiles, order history, ticket context, satisfaction scores, and VIP tags into a single decision view your agents see at the exact moment they need it. Your stack stays the same. Your decisions get consistent.
How rezlv connects to your stack
Your store
Ecommerce platform
rezlv
Decision layer
Your helpdesk
Support platform
From your store
rezlv processes
From your helpdesk
The reality
Why your team can't replicate founder-level decisions.
The problem isn't effort or intent — it's that most of how your brand operates lives in people's heads, not in systems. Industry data shows how fast that breaks down.
~60%
of what a new hire needs to decide correctly
is covered by documented process — they guess the other 40% (Industry average)
~42%
of a key person's work
cannot be picked up by remaining team when they leave or go OOO
70%
of operational know-how
is tribal knowledge — never written down, living in one person's head
$50K/yr
estimated cost of knowledge gaps
for a 10-person team from rework, wrong decisions, and slow onboarding
Early feedback
What founders building with us are saying.
We're in private beta with a small cohort of ecommerce brands helping shape the product. Here's what they're telling us.
Jamie R.
Founder, DTC Apparel
“Before rezlv, every edge case ended up in my DMs. Now exceptions get handled without me — and I can see exactly what was decided and why.”
Anika T.
CX Lead, Beauty Brand
“My team used to give three different answers to the same question. That stopped. The policy is just there, every time, in the tool they already use.”
Diego M.
Ops Manager, Home Goods
“Setup took one working session. Two weeks in, our CX lead stopped being the final word on everything. That alone saved us hours every week.”
FAQ
Questions, answered.
Still unsure if rezlv fits your stack? Book a walkthrough and we'll walk through your exact workflow.
No — and that’s the point. rezlv drafts on-policy replies and recommends decisions, but a human approves before anything goes out. It’s human-in-the-loop by design so it can never promise an outcome you wouldn’t honor.
rezlv connects to your ecommerce store and your helpdesk — currently supporting Shopify, Gorgias, and Zendesk. We pull customer profiles, full ticket and conversation history, agent assignments, CSAT scores, and order data into a single decision view. We deliberately keep the integration surface narrow so setup is fast and the decision logic stays sharp.
Most brands go from kickoff to routing real decisions within two weeks. Mapping your policy into a decision tree is a working session, not a multi-quarter project.
Ecommerce and DTC brands at the $500K–$2M stage with 7–15 people. At that size, founder proximity breaks — you've already bought the tools but the ownership gaps are still there. rezlv is especially sharp for teams that have just hit a visible, costly inconsistency (a refund scandal, a viral off-brand reply, a key CX person leaving) and need the right call to happen by default going forward.
Your helpdesk unifies the inbox — but agents still need your brand's judgment to answer correctly. Chatbots try to resolve everything autonomously and regularly make promises your policy doesn't cover. rezlv is the decision and accountability layer that sits on top: it enforces your specific rules, surfaces the right call inside the reply your agent is writing, assigns ownership of every exception, and logs deviations — with a human approving before anything goes out.
Stop being the final word on every exception.
Build a system where your team makes the right call by default — without routing everything through you first.
Book a walkthrough
See it working on your actual workflow.
A 20-minute call using your real returns and CX scenarios. Founder-priced access for the first cohort of brands who help shape the product.
Join the waitlist
Want to follow along first?
Join the waitlist for early access, product updates, and the playbook we use to help brands make the right call by default — before a costly inconsistency forces the issue.
No spam. Unsubscribe anytime.