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Enterprise use case · Amazon Seller + OpenAI + ServiceNow

Delivery exception classification

Delays, incomplete fulfillment and customer delivery complaints arrive in different language even when they need the same operational response. Fulfillment exceptions reach the responsible team with a proposed category and the available shipment evidence.

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Systems involved

What each system contributes

Amazon Seller

10 actions

  • FBA5
  • FBM5
OpenAI

25 actions

  • Chat Completions8
ServiceNow

55 actions

  • Tickets10

Trigger source: ServiceNow

The workflow uses the information exposed by the permitted FBA and FBM operations and marks missing carrier evidence explicitly. Marketplace data outside those actions is read through the Amazon Selling Partner API and normalized in Rules + Code. The model step runs against the AI provider you choose, including Anthropic, Google Gemini or a model you host yourself. Anything outside a pre-built action runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.

Architecture

One governed run

Trigger: schedule / pollIntegration: Amazon SellerRules + CodeAI step: model of your choiceSystem Action: ServiceNowHuman ApprovalAudit

How it starts: An Amazon Seller FBA or FBM fulfillment record enters the agreed exception state or is released for investigation.

Step by step

How the process runs

  1. 01

    Gather fulfillment evidence

    Read the available Amazon Seller shipment and fulfillment context for the affected order through the permitted operations.

  2. 02

    Establish known facts

    Rules identify missing references and distinguish merchant-fulfilled from platform-fulfilled scope before analysis.

  3. 03

    Classify the issue

    The selected model interprets the available descriptions and proposes an approved exception type with the evidence and uncertainty shown.

  4. 04

    Route the resolution work

    A separate ServiceNow action creates or updates the appropriate case using the category-to-owner rules.

  5. 05

    Record the outcome

    The assigned operations owner confirms the resolution and authorizes any separately configured customer or fulfillment action.

Control

Human decision and exception path

Human decision

A named fulfillment owner approves reshipment, cancellation or another consequential action, and the relevant finance authority approves refunds or financial adjustments. Classification alone does not alter an Amazon order or release money.

Exception path

  • Missing carrier or fulfillment evidence produces an information request rather than an invented delivery status.
  • Uncertain categories go to fulfillment triage with the model's competing interpretations visible.
  • Repeated exception updates remain linked to the existing case unless the routing policy identifies a genuinely separate issue.

Evidence

What gets audited

  • Amazon order and fulfillment references with the available status context.
  • Classification proposal and cited exception details.
  • ServiceNow routing rules, case reference and owner disposition.
  • Any separately approved action and destination response.

Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.

Sovereignty and deployment

Related

Patterns, connectors and next steps

FAQ

Questions about this use case

Does Nexus replace any of these systems?
No. Each system keeps its own records. Nexus runs the process between them and records each decision.
How does the run start?
An Amazon Seller FBA or FBM fulfillment record enters the agreed exception state or is released for investigation.
What if a step is not covered by a pre-built action?
The workflow uses the information exposed by the permitted FBA and FBM operations and marks missing carrier evidence explicitly. Marketplace data outside those actions is read through the Amazon Selling Partner API and normalized in Rules + Code. The model step runs against the AI provider you choose, including Anthropic, Google Gemini or a model you host yourself. Anything outside a pre-built action runs through an API, protocol or database call, or as Rules + Code in Python, Bash, Go, Java, .NET, PHP, PowerShell or JavaScript/TypeScript, with the same approvals and audit.
Can the model promise the customer a new delivery date?
No; a date needs verified fulfillment evidence and any required owner approval before it is communicated.

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