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Returns are a process with fixed rules: within the deadline, in what condition, with or without a receipt, under warranty or not.
Yet every return takes a conversation, because the customer does not know the rules and the employee has to look them up.
The Returns Handler checks the request against your terms, prepares the return label and passes on the borderline cases.
What it does, step by step
- Receive the requestThrough the returns form, email or chat.
- Look up the orderPurchase date, product, price and this customer's previous returns.
- Check against the termsDeadline, condition of the product, warranty period and exceptions.
- Start the handlingReturn label, collection appointment or replacement product, plus a refund where allowed.
- Pass on borderline casesDamage, outside the deadline or a customer with an unusually high number of returns.
Works with these systems
Shopify- ERP
- Databases
Zendesk- Freshdesk
- Help centre
- APIs
Outlook
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Online stores and retailers with a clear returns policy.
- Organisations that offer warranty on products or parts.
- Situations with lots of similar return requests.
Less of a fit if
- Goodwill decisions and complaints about quality.
- Organisations without defined terms.
What it can deliver
- Returns handled the same day.
- Fewer disputes because the terms are applied consistently.
- Insight into which products come back often, and why.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
Does an AI employee approve returns itself?
Within the rules you set, yes. Within the deadline, unused and with proof of purchase is a rule, not a judgement. Anything that calls for goodwill or an assessment of damage goes to a person.
Can it judge from a photo whether a product is damaged?
It can attach a photo and point out anything notable, but we do not let it make decisions on that basis. Judging damage from a photo is too unreliable to attach money to.
What if a customer returns an unusually large amount?
It flags that, with the history attached. What you do about it is a commercial decision, and we leave that with you.
Does this work with Shopify?
Yes. The order, the product details and the return status come from your online store, so the customer and your team see the same picture.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.