n8n Workflow: Claude + Slack for Order Exception Resolution

Resolve order exceptions automatically—using Claude for the decision and Slack for escalation

This n8n workflow receives order exception events, pulls the right order, customer, and inventory context from your OMS APIs, asks Anthropic Claude to choose a single approved resolution action, and then executes that action via your payment, shipping, or OMS integrations—or escalates to Slack with full pre/post logging.

What this workflow does

• Ingests an order exception through a webhook (or uses a manual test payload).
• Builds decision context by fetching order details, customer profile/history, and inventory/substitute SKU options from your OMS and related APIs, then merges them into one payload.
• Requests an action from Claude and instructs Claude to return exactly one action from a fixed allow-list with required parameters.
• Validates and enforces policies by checking allowed actions, fraud flags, approval thresholds, and refund/credit limits—overriding the AI decision when policy requires it.
• Logs before execution the approved/overridden decision, then routes to the matching executor to call the appropriate APIs (payment, carrier/shipping, or OMS) or escalates to Slack.
• Logs the outcome, records the post-execution result, and notifies the customer via an OMS notification endpoint unless escalated.

Use cases

• Customer reports an issue (e.g., delivery problem, inventory mismatch): workflow selects the correct approved resolution action.
• Inventory/substitute SKU selection needed: Claude chooses a compliant path using real substitute options.
• Fraud risk or policy limits triggered: workflow blocks/overrides and escalates to a Slack channel for review.

Technical details

• Core nodes: if, set, code, merge, slack, switch.
• Integrations: OMS/order API, customer API, inventory API, payment processor API, carrier/shipping API, Anthropic API, and Slack.
• Setup includes adding HTTP header auth credentials for each API and configuring the Slack escalation channel ID.