# SunoAI checklist

What SunoAI checks on every call. The team leader can change it; each report keeps the checklist it was made with.

## Checks

Each check is marked Passed, Missed or Not needed. A check passes only with a quote from the call as proof ("no quote, no pass"). The score is passed checks divided by the checks that apply.

- **Order confirmed:** Says the order ID back to the customer to confirm which order the call is about
- **Problem understood:** Says back what went wrong with the order before the customer has to explain it again
- **Frustration acknowledged:** Recognises the customer's frustration, for example "I understand this is frustrating"
- **Solution or next step:** Offers a refund, replacement or clear delivery time within the company's rules
- **Smooth handover:** The human agent shows they already know the problem when they take the call (Not needed when there is no handover)
- **Closing:** Checks the customer is happy with the outcome before ending

## Red flags

Any one of these marks the call Needs review, whatever its score.

- **Customer asked for a human and wasn't transferred:** "Mujhe kisi insaan se baat karni hai", and the AI carries on
- **Agent stuck in a loop:** "Sorry, I didn't understand. Please tell me your order ID", three times in a row
- **Wrong or made-up promise:** "You'll get a full refund and ₹500 extra", when the rules don't allow it
- **Safety issue not escalated:** "There was an insect in my food", and the call isn't passed to a person

## Refund and compensation rules

SunoAI flags a promise that breaks these as a wrong promise.

Late delivery over 45 minutes: a coupon of up to ₹50. Refunds only for missing, wrong or damaged items, after the customer sends a photo. No cash compensation.